• Partnered with IT and Product Teams to gain insights into upcoming system maintenances, software changes, and business updates.• Ensured seamless communication and alignment between departments, including Contact Center Operations, to minimize disruptions and maximize preparedness.• Delivered timely updates to Contact Center Operations regarding monthly maintenances, software changes, customer and dealer notifications, and new advisor training schedules.• Proactively coordinated with stakeholders to ensure readiness for operational changes and strategic initiatives.• Facilitated effective meetings to review project status, address concerns, and document action items for follow-up.• Identified potential risks and interdependencies within projects and implemented mitigation strategies to minimize impact.• Developed and executed action plans to address risks and ensure continuity of operations.• Communicated critical updates during daily Enterprise Operations Huddles, enhancing organization-wide awareness and coordination.• Gathered feedback from IT, Product Teams, and Contact Center Operations to optimize go-to-market strategies.• Conducted post-launch reviews to capture lessons learned and improve processes for future launches.• Monitored post-launch product performance, addressing any emerging issues to ensure sustained success.• Facilitated inclusive meetings with attention to detail and intentionality, ensuring appropriate participation, cadence, and focus.• Engaged stakeholders through collaborative planning and decision-making to drive alignment and operational excellence.

•Provides oversight of staff which will provide ongoing operational analysis of call center operations, advance planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (cost per call, cost per member, service level, occupancy, etc.)•Documents, implements and constantly improves procedures, templates, and policies as well as defines status reports (DBR) and charts to communicate with management and other groups concisely and consistently.•Identifies and partners with the customer service management team to implement innovative and timely labor management in all queues to maximize service levels.•Oversees and has a thorough knowledge of specialized software tools to manage and forecast staffing levels for multiple call centers – e.g. CalabrioOne.•Partners with Call Center Director and senior management to accurately forecast call volumes, analyze historical call volume; project budgetary expenses, determine future costing and assist with training and new hire numbers•Oversees the analysis of call center performance history to determine optimum off production activities as well as shrinkage and occupancy goals.•Partners with the Quality Team to ensure technology being utilized is working effectively and that the labor is managed to provide ample time for agents to get feedback on performance from the Quality reviewers.•Identifies necessary projects that are required from a telecom perspective and works with technical staff on successful implementation.•Determines maximize call flow for the most efficient disposition including the use of IVR, web, etc.•Identify what resources are required to implement parts of projects•Effectively use project plans to focus work and ensure deadlines are met.•Significant ability to present to senior level managers on the results of the analysis that is done and on the projections for future needs.

•Develop weekly forecasts of key call center metrics (volume, ACHT, shrinkage); analyze data and adjust accordingly. •Meet regularly with the line areas to communicate forecasts and metric outliers and identify solutions to address outliers (provide meaningful data via excel spreadsheets, graphs…). •Explore and offer creative solutions to Workforce Management business needs (schedules, TOM, Performance Balancing, Strategic Planning). •Participate in key projects within Service Operations. •Lead work assignments that involve many support teams and players. •Assist and support in the planning, coordinating, developing and implementing of approved projects which are Divisional and/or Corporate in scope in order to enhance the overall efficiency of operational procedures, methods, controls, and performance. •Analyze, process and/or expedite operational transactions.•Participate in systems testing, develop procedures/controls and provide recommendations for the ongoing improvement of the updated process. •Provide leadership team with status of projects; issue, communicate and recommend policy decisions to achieve project objectives. •Utilize and maintain available corporate production and reporting systems; produce routine and non-routine reports, presentations, letters communications and graphics. •Assist personnel (both internal and external) by answering questions, supplying information and training. •Represent department and division as requested on work groups and special assignments. •Develop and maintain an effective working relationship with customers or partners.

•Implemented a tardy tracking system•Monitor adherence, and manage all employee time off•Manage weekly FTE reports•Host workforce Training sessions•Map phone queues into workforce management application•Run daily, weekly, and monthly reports for management

•Answer calls, and create doctor appointment for patients•Coordinate messages to nurses and doctors•Confirm patient’s insurance and co-pays•Explain HIPAA regulations

•Cashier and in-store customer service•Customer telephone inquiries•Merchandise pick-up•Purchase authorization, and transfer sales

•Search for foreclosed property via the internet and newspaper postings•Verify tax and lien information and property renovation

•Assisted customers in completing credit applications•Ran credit reports, prep cars for viewing, pick-up and drop-off clients, •Contacted finance and insurance companies to verify customer information•Dropped-off and picked-up cars from other Toyota Dealerships

Detail and prepare used vehicles for salePick up deliver customer vehicles for service