Deanna Carson Email & Phone Number

Mumbai, Maharashtra, In

Monitors call volume and staffing levels daily, delivering valued recommendations for successful achievement of daily goals. Works regularly with various levels of management for daily updates and reporting on demand.

Dallas, Tx, Us

Monitors call volume and staffing levels daily, delivering valued recommendations for successful achievement of daily goals. Schedules offline activities using Verint 360 based on monthly strategies for about 13 teams. Manages intraday analyst schedules and daily tasks using a weekly tracking sheet.

Eden Prairie, Minnesota, Us

Works regularly with staff within the Inforce and Claims departments. Conducts regular long term staffing and forecast analysis to maintain an effective workforce planning strategy to meet the company’s objectives. Monitors call volume and staffing levels daily, delivering valued recommendations for successful achievement of daily goals

Seeking the next opportunity to assist a company in their workforce management systems! I am an experience Workforce Management Professional with a proven track record of overseeing workforce management systems, training staff members, and forecasting future workforce needs. I can help your company get on track with accurate and effective workforce strategy, management, process improvement, needs analysis, and planning.

Coral Gables, Fl, Us

Worked regularly with staff within asset management, customer relations, and escalations departments, to administer quarterly staff bids. Conducted regular staffing analysis to maintain an effective workforce planning strategy to meet the company’s objectives.Provided effective client management, managed multiple stakeholders, and effective customer relations. Led the delivery of offline activities, scheduling, and reporting methods to ensure budgetary compliance and to exceed key performance indicators. My notable accomplishment: ✰ Trained several employees for the Noble Shift Track scheduling software, assuring seamless operations.

Managed staffing for Humana Right Source and T-Mobile. Provided analysis on controlled, complex scheduling adjustments to ensure all staffing requirements were realized. Utilized Aspect eWorkforce Management System to streamline system administration, management, and project reporting.The value I created:✰ Managed shift bids for new hire training as well as developed Avaya sign on identification and skilling.✰ Streamline system administration, operational management, and project reporting reducing costs.

Implemented and supported the Verint Impact 360 system deployment for the McKesson Financial Center. Pooled resources from three different departments to ensure effective system configuration. Evaluated and verified the date received from the departments to streamline operation systems.My notable accomplishments:✰ Designated as a certified trainer after two weeks, to implement the entire 360 system. ✰ Led the effective system configuration for three departments.

Managed calls for the command center, heading problem identification and resolution for the Blue Cross Blue Shield. Monitored call volume and staffing levels, delivering valued recommendations for successful achievement of daily goals. Designed and sustained daily performance reporting protocols for a diverse range of manager. Developed custom documents for job functions, utilizing Cisco, eWFM (7.3), RTA, and Empower.How I added value?✰ Spearheaded the administration, forecasting, and staffing requirements relating to the Aspect eWorkforce Management system for the Rockford, Illinois site.✰ Delivered valued recommendations for successful achievement of daily goals.✰ Designed daily performance reporting protocols for a diverse range of managers.

Charlotte, Nc, Us

Administered reporting for morning call through close collaboration with WFM users and multiple levels of management. Oversaw process improvement functions pertaining to performance analysis. Directed evaluation as well as processing pertaining to schedule change request for about 3,000 associates spread across eight sites. Steered weekly schedule testing to assess forecasted staffing levels and devise appropriate recommendations.My Most Notable Accomplishment:✰ Identified multifaceted workforce management issues and mitigated risk.

Coached and mentored fresh Workforce Management (7.1) users, guaranteeing seamless flow of operations. Developed a superior array of customized help documents for various levels of users and management. My value-add:✰ Designed and deployed the eWorkforce Management system to mitigate risk for the department and to improve workflow.

Responsibilities included restoration to multi-skill and single skill, educating new users on Workforce Management (7.0), author of custom help documents, administration of the eWorkforce Management system, set up of Empower and Notification Server, Investigated and resolved all WorkforceManagement related issues, and managing a staff of twelve Aspect Workforce Management users.Held other positions, including: NRMC WFM Specialist, Business Analyst II

Responsibilities included administration of Workforce Management system, proprietor of the workforce management servers (application and database), facilitated in the upgrade to eWorkforce Management (6.0), Investigated and resolved all Workforce Management related issues, and supervisor of four to six schedulers.Held other positions, including: Workforce Management Administrator, Scheduler, Control Center Analyst