I am currently working in the Human Resources department as the Recruiter.

Call Center ManagerMember of the contact center start up team for an agent count of 800. This included interviewing and hiring, arranging team training, and working with other teams to ensure a smooth start up of the OKC Contact CenterResponsible for determining yearly staffing needs and determining timing of new hire classes.Manage Workforce Management which consists of the Scheduling, Traffic and Payroll Departments.Ensure maximum efficiency of productivity for the department. Manage the activities of employees and supervisors in all departments with accountability for goals, objectives, and operational policies.Led 2005 Community Relations Team; Received 2005 Corporate Team Spirit Award and 2006 and 2007 Individual Volunteer Spirit Award.

 Main Point of Contact with client for Southwestern Bell Home Entertainment project. Led start up team, including hiring staff for project (supervisors, trainer, quality analyst, project coordinator and Customer Service Representatives). Partnered with client to create policies and procedures and performance criteria based on performance objectives as stated in contract. Recipient of one of four Convergys Annual Leadership and Excellence Awards.Operations Manager, DirecTV Project, June 1998-November 1998 Manage and develop team of 5-8 supervisors, each responsible for 15 specialists. Develop, implement and evaluate performance on the Production floor. Perform Service Level Manager duties. This is a rotating responsibility whose charge is managing the current performance of the call center floor (500-800 agents). Includes ensuring occupancy and service level goals are met; planning continuing education; regulating leave early, extra hours and overtime.

 Provide supervision to the Workforce Management staff Produce and maintain schedules to ensure proper staff to handle incoming calls and to meet Service Level and Occupancy goals. Assist in yearly budget process by developing a staffing model. This provides attrition, vacation and hiring allowances for the upcoming year