Devonte' Hawkins Email & Phone Number

 Manage daily workforce operations for 4 sites, overseeing 1700 agents for optimal efficiency. Implemented new scheduling system, boosting operational efficiency by 21%. Improved employee satisfaction by 36% through strategic workforce planning. Reduced overtime costs by 28% with accurate workload forecasting. Mentor a team of workforce analysts, enhancing team performance and productivity. Partnered with HR, Training, and Operations to align workforce strategies with business goals, enhancing employee engagement and satisfaction. Leveraged historical data analysis to accurately forecast workload, optimizing staffing levels and improving service quality across departments. Led implementation of new workforce management software, enhancing reporting capabilities and providing actionable insights for strategic decisions.

Plantation, Florida, United States

Las Vegas, Nevada, United States

Accomplishments: Received Recognition for my spirited Teamwork, WorkEthic and Contributions during Telus worldwide Quarter 3 Town hall by theDirector of Workforce Management Rodrigo Chocano.Training: Completed 2 month Capacity Planning Training.Special Projects: While in my role as an RTA I have created and maintainedmultiple platforms of data, such as spreadsheets, Sop's Dashboards, and tools, Such as:- Service Level Dashboard- Attendance Dashboard- Call Report- Audible Shrinkage Report- Daily Interval Report- Attendance Report- Weekly Interval Report- Invoices- And more. Analyzed call volume and trends to forecast staffing needs, improving service levels by 11% Collaborated with management on workforce initiatives, reducing attrition rates Developed data platforms and dashboards with SOPs, streamlining reporting and analysis Trained and mentored team members, ensuring continuous improvement and teamwork Spearheaded workforce initiatives that transformed scheduling practices, leading to substantial improvements in service levels and operational agility.

Las Vegas, Nevada, United States

Helpdesk Duties:  Provided technical support for computer systems, resolving issues and performing installs remotely. Coordinated with cross-functional teams to address escalated service issues, ensuring seamless communication and rapid problem resolution. Utilized API testing tools like SoapUI to validate web services, enhancing system reliability and customer satisfaction. Collaborated with servers and APIs, validating credentials and transactions using Soap UI and TransEdit.RTA Duties:  Managed real-time call flow and staffing in a large call center, ensuring adherence to schedules. Monitored intra-day call volumes against forecasts, adjusting schedules to maintain adherence and avoid overages in a dynamic environment. Received recognition for recovering service levels in multiple projects, enhancing overall performance.

Education record

Associate Of Science - As, Clinical/Medical Laboratory Science/Research And Allied Professions

Excelled within the medical assistant program, where I mastered Medical Terminology, tools, and procedures, such as phlebotomy.