Drove strategy, process change, and quantifiable outcomes in all workforce functional areas for multiple clients and locations, including staffing, intraday management, real-time management, and financial drivers. Directly led 30 employees across six teams, while working closely with clients to strengthen relationships and offer cost effective solutions to drive performance.• Assisted with driving cultural change around workforce management by demonstrating the value of effective client management, resource scheduling, utilization, and risk management• Drove continuous improvement to increase productivity, accuracy, and improved client management staffing levels• Demonstrated ability to apply tact and diplomacy when addressing all levels of staff• Focused on future strategy as it related to workforce management, technical services, customer experience, business goals and organizational change• Managed alignment of the company to the customer experienceKey Achievements• Provided cost-benefit analysis to assist in achieving financial performance of $20 million in revenue per month• Advised clients on optimal methods to improve the existing outsourced operation and how to improve their internal business units• Implemented standard operating procedures for workforce management, helping to streamline all aspects of workforce from scheduling to real-time management• Assisted in implementing two new sites to support the consumer lines of business while ensuring each site was profitable within the first three months of operation• Developed skills of current employees with monthly coaching sessions to ensure they have the skills and tools necessary to manage all aspects of the business from staffing to agent tool management• Partnered with recruiting and training to meet staffing requirements to ensure each site was on target to meet staffing numbers required to meet service levels

Responsible for ensuring the OMD team provides overall intra-day management, staffing, scheduling of intra-day events, real time management, account Key Performance Indicators (KPIs), completion of required supporting documentation for payroll processing, Client reports, internal reports, and timeliness of support delivered. Monitors and enhances the performance of the Operations Management Desk in the areas of productivity, schedule adherence, and employee satisfaction/development. Enhances the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills and technical ability. Communicates directly with Clients and Sykes senior management. Supports the overall objectives of the OMD Senior Manager /OMD Director functional teams.

Prepares intraday reports on staff attendance.Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.Manages changes to scheduling to ensure adequate daily resource coverage.Communicate with management and operations team to ensure compliance with company standards.Maintain running report of attendance incidents.Ensures hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures.Analyze PTO submissions and approve/deny based on their effect on operations.Monitor attendance and schedule adherence.Processes schedule trade requests for posted schedulesProcesses management requests for modifications of scheduling events (meetings/training, etc.).Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.Provides analytical support for special projects.Collaborate with Fulfillment Operations Department Management on identifying opportunities to further optimize our workforce.Communicates and works with staff members, management, Human Resources, and Accounting.Performs any other related duties as required or assigned.

Founder of the entertainment site. Manages all the day-to-day operations of the publication. Oversees all of the assistant, or department, editors of a publication and ensures that each article is released on time.Responsible for hiring, especially of the assistant editors. With the assistant editors, I create the editorial board, or outline, for each of the publications' editions or issues, review all articles and photographs for accuracy as well as potential libel or slander, and provides suggestions, if needed, about any changes to make before the publication goes to press or is released digitally. Responsible for researching and writing articles relevant to the target audience complete with SEO to increase traffic to the company website. Other duties include managing social media sites and training new writers via Skype.Other duties include generating ideas for new ways of doing things, such as using new technology, implementing ways to increase readership and how to utilize new media.

Works directly with General Manager and Assistant Managers to ensure the day to day duties of the store are fulfilled, helps increase revenue by implementing various sales and marketing promotions during each shift, responsible for financial transactions as one of the lead cashiers, maintained a professional and enjoyable environment for customers and employees. Also responsible for new cashier training.

Telecommutes for the company; managing over 70 writers and content editors. Responsible for researching and writing articles relevant to the target audience complete with SEO to increase traffic to the company website. Other duties include managing social media sites and training new writers via Skype.