Principal- Workforce Management with Blackbaud support -Developed, from the ground up, and maintained forecasting tool which consists of call volume, distribution, staffing requirements, historical data, WFM scorecard, etc., for 19 separate lines of business, including omni-channel (phone, web chat) integrated with Salesforce platform while also using Calabrio and other workforce management tools to compliment-Designed and implemented agent schedules that optimize productivity, service levels, and cost efficiencies-Analyzed and interpreted statistical data to identify trends and patterns that impact call center operations-Lead and mentored a team of 5 workforce analysts creating business continuity in forecasting and staffing model methodologies. This also created a career development opportunity for the team to grow and learn.-Maintained interoperability of the forecasting and staffing model tools for call center operations-Identified and actively helped Business Operations to better control business levers as appropriate, e.g., KPI’s, accruals, policies, headcount, ect.-Drove strategic planning and decision-making through data-driven insights and recommendations-Collaborated with business partners to develop and maintain call center technology and system data, including Salesforce, Qlik, Calabrio, and Contact Center Management Portal-Prepared formal reports and ad-hoc reports for management that characterize the business performance-Utilized Power BI and other data visualization tools to create reports and dashboards for senior leadership-Created mid-month reforecast, monthly, and yearly forecast for omni-channel contact center-Recognized systems and reporting improvements; made necessary adjustments and suggestions-Generated and presented reports and presentations using Qlik, Microsoft Word, Excel, PowerPoint, Visio, Project, and other relevant tools

-Managed daily, weekly and monthly attendance for 200 employees-Decreased team absences from 13.8% to 11.1% to exceed quarterly goal-Worked closely with leadership to drive center shrink management goals-Acted as HR specialist approving as well as compiling information for employee corrective actions/terminations-Partnered on a daily basis with local HR, Center Director and Operations Head Quarters-Analyze trends to reduce center absence and present the information/solution to leadership during our weekly meetings-Tracked and communicated daily with Met Life/ Sedgwick regarding the status of representatives claims-Conducted side by side coaching’s with supervisors to discuss absence management improvements, as well as formulating a written plan to lower team absence-Acted as stand in Supervisor while leader was out of office

-Individually managed and collected on a wireless portfolio for over 1,000 large business and national accounts, reducing bad debt and write-offs in favor of Verizon from %3.68 down to %1.23 90-day outstanding balances-Facilitated checkbook conference calls as well as meeting place with customers, Business Account Managers, Sr. Managers as well as Directors to locate and decipher payments-Offered assistance and policy reinforcements to business wireless as well as Verizon business wire line accounts-Created the suspension process improvement plan. Working with leadership as well as team members to have a streamlined suspension approval process.-Independently meet weekly, as well as monthly AR collection goals that meet and exceed the operating collection standards-Saved Verizon over $700K collecting from previously nonpaying companies after taking over accounts-Assisted with training newly hired team member. Worked with the team member to lower their 90 day AR from %3.06 to %1.91 by the third month-Consistently ranking in the top 3 performers on the team

-Actively managing enterprise Service Levels, Average Seconds to Answer, Average Handle Time, Occupancy and Shrink time-Assisted in the role of NE Area Scheduling Analyst-Updated centers daily shrink and metrics-Arranged and lead team meetings for both Care and Technical Support teams during favorable service level times. -Maintained weekly shrink checkbook for center-Created new AD Override Repot for the NE Area. -Conducted 1x1 coaching’s with new hire representatives failing to meet the 93% adherence goal. -Assisted transition supervisors with interviews for new hires-Led and managed IMT presentations to new hire and transition classes.

-Assisted with conducting phone as well as in-person interview’s to meet hiring targets-Analyzed hiring trends, new hire stick rates, and new hire feedback-Attended Career fairs and local events to promote Verizon Wireless-Cultivated positive relationships with college campuses, career services professional, and networking platforms-Shadowing program

-Acted as POC (Point of Contact for AD team). While POC I assisted other Customer Service Reps. answer questions while on calls and take escalations if needed-Shadowed IMT. Learning about differences and what constitutes controllable and uncontrollable shrinkage, processing EMS exceptions, workflow email, calculating and sending vitals to supervisors and how to input exceptions for employees through IEX. Also, learned about ASA, RTA and about the daily service level goal for the center, 70-85%.-Arrange and lead team meetings about our current team stats for the month including NPS score, FCR score, leaders in AHT, tech transfers, adjusted calls, OCC and ERP. I would also ask the team for suggestions on how to improve our stats for the moth and reported back to our Supervisor Chris Myers-Complete side by side coaching with team members. I would sit side by side with members of the team and grade their quality and AHT on the call. After the call ended I would then coach the individual on ways to improve quality and AHT during the phone call(s)-Gave presentation on how to handle an escalation. I talked to my team and provided a power point presentation about different ways to deescalate a customer and how to think outside the box on situations before having to escalate the customer to a supervisor. For a three month average after my presentation was given, our team had dropped in escalations by six percent.

-Led soldiers from rank PV1-PFC; Promoted to Specialist Rank. While in charge of soldiers from PV1 to PFC courses such as compass, navigation, map reading and vehicle maintenance were taught to the new soldiers. Along with job specific training of Howitzer round and fuse recognition.-Preformed checkpoint security while serving on active duty as a member of the Military Police -Earned three medals during Operation Enduring Freedom-Completed Military Police Officer training while on active duty-Provided security for high priority targets while serving abroad