David Goode Email & Phone Number

Innovative Operations Leader with 15+years of experience developing and implementing Strategic Workforce Management and Technology Solutions that drive a world-class customer experience in a sustainable and cost-efficient growth model. Corporate Vice President Workforce Management | Business OperationsEmail: dgoode01@gmail.comExpertise in leading Contact Centers in support of business strategies and the overall forecasting of workloads, scheduling staff, coordinating training and hiring needs. Adept at writing and implementing policies and procedures that set clear expectations within operations development. Proven track record in operations leadership, driving process changes that meet and enhance stakeholders’ expectations including operations and executive leadership goal attainment. Ability to provide short-term and long-term capacity plans that will achieve service levels while optimizing use of staffing and minimizing and reducing operations cost.CORE COMPETENCIES:• Strategic Planning• Performance Analysis• Budget Development• Project Management• Call Routing Strategy • Schedule Optimization • Demand Forecasting• Real-Time Management • Multi-site Integration• Workforce Management Analysis• Team Development • Employee Engagement• Remote Agent Strategies• Process Improvement• Technology OptimizationACCOMPLISHMENTS:~ Leadership partner in the “Centers of Excellence” initiative which consolidated the Operations between Home Shopping Network (HSN) and Cornerstone Brands.~ Received HSN Vision Award for the implementation of a 300-agent shared workforce initiative between HSN and Cornerstone Brands reducing Cornerstone Brands hiring by 50%.~ Strategic planning and project implementation leader for the work-from-home agent model for HSN, which has received national recognition as a best-in-class initiative.

Listed skills include Firewalls, Security, Pre Sales, Checkpoint, and 53 others.