Erika May Email & Phone Number

Dayton, Oh, Us

Dayton, Ohio

Experienced, dedicated, and results-oriented Operations Workforce Planning Manager with 10+ years of experience forecasting call volume, capacity planning, scheduling, and reporting. I have a passion for identifying and implementing processes that reduce inefficiencies and streamline daily tasks at all levels of operation. For example, I implemented an automated, real-time vacation bid process for call center associates through eWorkforce Management, which allows real time decisions – improved… Show more Experienced, dedicated, and results-oriented Operations Workforce Planning Manager with 10+ years of experience forecasting call volume, capacity planning, scheduling, and reporting. I have a passion for identifying and implementing processes that reduce inefficiencies and streamline daily tasks at all levels of operation. For example, I implemented an automated, real-time vacation bid process for call center associates through eWorkforce Management, which allows real time decisions – improved cycle time by 5-7 days, increased associate and manager satisfaction, and reduced the man hours by 20% resulting in a cost reduction of $25,000 annually. Additionally, through innovative scheduling, call routing, and process improvements I reduced staffing needs resulting in a cost-savings of $166,000 per year. As a part of this accomplishment, I restructured and managed call routing for multiple sites, and multiple product call center. My strengths include: coordination, planning, and execution of staffing operation for a successful multi-platform call center. Show less

I am looking for people who are positive, who thrive in a team environment, who LOVE life, love people, connecting with others, and helping others improve lives! It's about time to be paid what you're worth.....

Beavercreek, Ohio

Supported an area sales team to meet business objectives by maintaining accurate data in the appropriate systems, communicating with the customer regarding scheduled sales calls and follow-up visits, and dispatching sales staff to sales appointments. • Managed a sales team of eighteen, in a way that maximizes productivity while meeting customer needs.• Assigned the sales team effectively to reach sales goals each month. Utilized the computer-aided dispatch system to dispatch sales team… Show more Supported an area sales team to meet business objectives by maintaining accurate data in the appropriate systems, communicating with the customer regarding scheduled sales calls and follow-up visits, and dispatching sales staff to sales appointments. • Managed a sales team of eighteen, in a way that maximizes productivity while meeting customer needs.• Assigned the sales team effectively to reach sales goals each month. Utilized the computer-aided dispatch system to dispatch sales team to sales calls. • Created, maintained, and distributes sales and business reports on daily, weekly, and monthly basis. • Updated the sales team capacity in the call center portal to ensure up-to-date information on sales staff availability. • Provided regional support for daily sales report.• Notified customers before service, in a timely manner, and proactively informed customers of any delays or changes.• Received, reviewed and addressed customer concerns by answering phones and message boards.• Updated and monitored schedule capacity and profile settings.• Frequent communication with customers and management team regarding status and quality of service provided to customers. Show less

Dayton, Ohio

Provide top-level support to Senior Risk Manager of a leading personal finance company with more than $4.3 Billion in annual revenue, worldwide.• Manage the strategic planning for daily staffing to meet service level agreements for 3 inbound call center sites in 3 countries. Look to effectively staff 150+ agents to 15+ clients while meeting servicing goals and budgetary requirements • Understand and manage the call routing for an inbound call center.• Build intraday staffing… Show more Provide top-level support to Senior Risk Manager of a leading personal finance company with more than $4.3 Billion in annual revenue, worldwide.• Manage the strategic planning for daily staffing to meet service level agreements for 3 inbound call center sites in 3 countries. Look to effectively staff 150+ agents to 15+ clients while meeting servicing goals and budgetary requirements • Understand and manage the call routing for an inbound call center.• Build intraday staffing models to analyze half hour interval volumes and staffing.• Implemented automated, real-time vacation bid process for call center associates through eWorkforce Management, which allows real time decisions – improved cycle time by 5-7 days, increased associate and manager satisfaction, and reduced the man hours by 20% resulting in a cost reduction of $25,000 annually.• Coordinate planning and execution of schedule bids to maximize staffing opportunities and reduced the number of inefficiencies.• Manage daily operations according to requests from the Senior Risk Manager.• Point of contact for daily and half hour interval staffing decisions, and real-time service level performance, including managing to idle, handle time, shrinkage, and abandon rates.• Suggested and coordinated the reduction of operating hours for a liquidating client – the result was a reduction in staffing and a cost-savings of $166,000 per year.• Interact with executive level leadership to coordinate customer service center volume and staffing. Show less

Dayton, Ohio

Supplied Operations Manager, and Senior Site Leaders with call volume forecasts and site capacity plans at yearly, monthly, weekly, and daily intervals; including reporting and analysis.• Managed forecasting and staffing plans for 5 private label portfolios with extreme detail.• Minimized operation costs by managing call volume forecasts to 1.3% various from actual volumes.• Communicated and coordinated the execution of operational staff plans – including hiring budgets… Show more Supplied Operations Manager, and Senior Site Leaders with call volume forecasts and site capacity plans at yearly, monthly, weekly, and daily intervals; including reporting and analysis.• Managed forecasting and staffing plans for 5 private label portfolios with extreme detail.• Minimized operation costs by managing call volume forecasts to 1.3% various from actual volumes.• Communicated and coordinated the execution of operational staff plans – including hiring budgets, requirements, and timelines. • Presented recommendations to Senior Leaders on minimizing inefficiencies, maximizing opportunities, and reducing operational costs.• Reported weekly, monthly, and annual performances to senior management.* Capacity planned at monthly level for 12-month intervals.* Point of contact and analytical advisor for all matters that impact strategic staffing plans and requirements.* Facilitate the SI / SII / OP Plan budget process, providing FTE requirements and costs by month for operations.* Interact with executive level leadership to coordinate customer service center volume and staffing.* Built forecasting and capacity planning models for multi-platform environment Show less

Dayton, Ohio

Provided customer support in an inbound call center as a credit underwriter, fraud detection analyst, and help desk support agent.• Credit Underwriter for multi-tiered inbound call center manually reviewing credit applications for inaccurate data, or suspicious information, as well as evaluating credit reports to determine eligibility.• As a Fraud Underwriter, reviewed and performed credit checks on suspicious applications, and spoke with customers to determine fraudulent… Show more Provided customer support in an inbound call center as a credit underwriter, fraud detection analyst, and help desk support agent.• Credit Underwriter for multi-tiered inbound call center manually reviewing credit applications for inaccurate data, or suspicious information, as well as evaluating credit reports to determine eligibility.• As a Fraud Underwriter, reviewed and performed credit checks on suspicious applications, and spoke with customers to determine fraudulent applications. - made outbound calls to verify customer authentication- Tracked fraudulent names, addresses, and social security numbers in database- Notified merchants of fraudulent activity to ensure appropriate measures where taken. • As a Quality Assurance representative, tracked and evaluated customer service representatives calls, coach CSR to requirements and procedures as necessary, and maintained documents and records. • Identified and implemented process improvement needs• Trained merchants on point-of-sale terminals and credit processes• Subject Matter Expert (SME) for a multi-tier personal finance company with 3000+ front-line employees –assisted in training new hires. Show less