Deanna Berg Email & Phone Number

Minnesota, United States

Responsible for overseeing the real-time related processes which includes prioritization of work, Review all staffing models and working to optimize staffing levels to meet the needs of the business. Work with operations management in ensuring the best, most desirable, fair and consistent scheduling practices are in place and are providing the appropriate balance between employee satisfaction and business objectives. Monitor business trends ensuring early warning systems are in place to respond prior to impact on revenue, cost, service level, and customer satisfaction. Supervise, coach, and develop the Real-Time Analytics team. Also responsible for the attendance line team and scheduled calls fulfillment.

Minnesota, United States

Provided full suite workforce management leadership in scheduling, forecasting and intraday optimization. and development of a start-up video interpreting company growing from 1 to 25 language services and customer service reps going from 50 to 1500 remote agents with a 6 member WFM team. Expanded into three countries along with two mergers/acquisitions while making the Inc. 5000 List of Fastest Growing Companies in U.S. for 7 years in a row with a current ranking number 882 for 480% Growth Over 3 Years. Focused on project management, process development, operational collaboration, agent engagement, and developing the organization's workforce optimization mindset while consistently meeting enterprise SLQs.

Minnesota, United States

Workforce management for 30+ microcall centers (3-15 seats) in a multi-service, multi-skill environment for American Sign Language video interpreters and videophone-based customer support in the Video Relay Service industry with an focus in forecasting, and strategic planning. Supported workforce management team of 5 with a philosophy of strengthening relationships and connections in order to optimize collaboration methods for intraday monitoring, Developed proprietary processes that enhance the unique call center culture and successfully high levels of agent retention. Piloted remote work at home program.

Minnesota, United States

Provided full range WFM support to a start up company in the Video Relay Service industry providing American Sign Language interpreting services during transition from NPO to privately held company. Workforce management implementation including forecasting, schedule creation, and intraday management in a nationwide network of video interpreting centers.

Sioux Falls, South Dakota Area

Handled schedule production for a network of 13 employee and vendor Video Relay Service interpreting call centers. Supported vendor management. Managed training and development, and quality assurance. Provided video, community, and corporate interpreting services. CSDIO (video remote interpreting) product manager for expanding business development.

Sioux Falls, South Dakota, United States

Director of community interpreting operations for CSD's South Dakota, Iowa and Wisconsin statewide programs with staff and contract interpreters. Managed Video Relay Service interpreting call center in Sioux Falls. Piloted VRI program. Provided video, community and corporate interpreting services.

Sioux Falls, South Dakota Area

Managed the video interpreting center in Sioux Falls and the national quality assurance program. Provided video interpreting services for VRS and VRI as well as community and corporate interpreting services. Also provided support to the technology and development teams in testing and documenting training materials.

Sioux Falls, South Dakota Area

Provided corporate, community and video interpreting services. Coordinated corporate interpreting services.

Sioux Falls, South Dakota Area

Provide video interepreting services for a video relay services provider. Also provided community interpreting services in a wide variety of settings.

Marshall, Minnesota, United States

Mentor to educational interpreters in southwestern Minnesota seeking interpreter certification.

Pipestone, Minnesota, United States

American Sign Language interpreter and IEP team member in kindergarten and first grade classrooms.

Slayton, Minnesota, United States

American Sign Language educational interpreter and IEP team member for middle school and high school students.

Elementary Education; Education Of The Hearing Impaired

Activities and Societies: Deaf Awareness

General

Post-secondary option. Attended courses while in high school for dual credits.