David Gregory Email & Phone Number

Severn, MD, US

Maryland, United States

Remote

• Assisted in Leading all workforce management processes, providing oversight to Central Support team
• Developed the annual call center volume and staffing forecasts, and update estimates monthly to reflect evolving business assumptions
• Forecast for interval, day, week, month and annual for all Channel support – Voice, Back Office, Tasks, Chat, etc
• Developed and planned efficiency scheduling. Provided recommendations of alternate shifts and review hours of operations based on workload
• Produced data analysis that continuously describes the efficiency of the organization
• Built and supported reporting using dynamic connections with Looker, Snowflake to Excel/Google Sheets

• Drove continuous improvement of workforce planning programs and processes by developing methodologies to report program and process performance; reported key trends and compliance risks while analyzing new and.
• Prioritized and established workforce planning projects through action plans; obtaining and allocating resources; monitoring progress toward project milestones; organizing, directing cross-functional meetings to share.
• Developed and evaluated business tools and core statistical models while understanding complex business needs and scope of work; designing tools, statistical models, and reporting infrastructure; providing guidance on.
• Supported project execution by ensuring compliance with project procedures and guidelines; advising on, executing, and documenting organizational practices and company and regulatory policies and procedures; and.
• Provided data based insights in support of strategic initiatives by assisting with the design of statistical models for applications involving multiple statistical techniques and stakeholders; coordinating the.

Lake Mary, Florida, United States

Orlando, Florida, United States

Cape Coral, Florida

Lakeland, Florida

Served as liaison between team and operations senior team while providing accurate information and supporting every business need requested. Directed 15-analyst team and delivered outstanding services in Lakeland, Malvern, Eugene, and Las Vegas. Developed skills of team by direct interaction, coaching, and different communication methods. Established.

Maintained level of confidence and rapport between each GRP and account management, by providing accurate information. Led employee performance reviews and discussed improvement strategies with each team member in Costa Rica, El Salvador, the Philippines, and the United States. Oversaw GRP department with over 15 employees. Trained and mentored new and.

Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction. Planned and executed analysis for potential new clients. Evaluated historical trends on volume, handle time, and off-phone time, including seasonality, and successfully forecasted on granularity pattern requirements for.

Costa Rica

 Planned and executed analysis for the account (Motorola) Wrote agendas and notes and sent out automatic notifications for upcoming meetings Supported site directors and account managers in operational improvements and resolution of call curves staffing problems to deliver top-notch customer service

Costa Rica

Provided solutions to customers from client (Motorola). Collected customer feedback and recommended procedural or product changes to enhance future service delivery. Consulted with upset customers to determine best methods to resolve service and billing issues. Worked with customers to facilitate services and determine their service needs, and accurately.

Electrical, Electronics And Communications Engineering

Systems Engineering