Lee Farley Email & Phone Number

San Francisco, Ca, Us

San Francisco, Ca, Us

Sunnyvale, Ca, Us

• Designed and implemented global workforce management strategies for 650+ agents supporting multiple support channels including voice, email, chat, and social.• Managed the flow of contacts utilizing a follow-the-sun strategy moving customer contacts throughout the world to support a high volume 24x7 B2C operation.• Developed new planning models to support executive sponsored initiatives including in-sourcing/out-sourcing, offshore support, and customer segmentation strategies.• Created and maintained a suite of KPI reports• Managed the implementation of a global workforce management system (NICE) and provided system administration of the platform.

Sunnyvale, Ca, Us

• Led the Workforce Management, Quality, Analysis, and Project Management teams supporting Yahoo Small Business—a B2B eCommerce platform.• Developed and delivered all management level KPI reports, forecast models, and agent scorecards.• Created and managed the Quality Assurance program resulting in a dramatic improvement in the customer experience.• Business Analyst for support operation projects and system implementations including telephony and CRM migrations.• Managed the $15M annual budget for the Yahoo Small Business organization. • Partnered with product engineering with product enhancements by analyzing and summarizing customer feedback and support drivers.

Sunnyvale, Ca, Us

• Supported Search Marketing sales organization with MBO (manage by objective) reporting and financial planning & analysis for 600+ Account Executives.• Created reporting solutions by effectively communicating requirements between stakeholders, system engineers, and report developers.• Gathered technical requirements for new data sources for a multitude of systems and worked with the system engineers to create accessible data-marts and warehouses.• Developed expert level knowledge of advertising platforms and the search marketing business.

Cupertino, California, Us

• Provided ad-hoc and scheduled reports to a broad range of business groups. Gathered report/analysis requirements. Determined data availability and sources. Developed query logic and SQL scripts. • Trended, forecasted, and analyzed data. Provided in-depth written summaries of results. Presented findings to a wide-range of internal customers including senior executives.• Performed field performance analysis and presented results to all members of the product development teams.• Developed and executed revised planning models for new, service, and end-of-life material purchases. Managed data integrity of all data sources to ensure forecast accuracy. Reviewed forecasts on a routine basis and recommend areas for process improvement.• Extracted information from a large number of databases including PeopleSoft CRM, SAP, Oracle 8i & 9i, and MySQL. • Managed the post-warranty and customer appeasement programs. Partnered with a geographically dispersed team to achieve an aggressive project goal of a 20% reduction in post-warranty expenses. Utilized root-cause analysis to reduce unnecessary product replacements while improving the overall customer satisfaction with the program. • Managed numerous successful company-wide projects varying in length from 3 to 18 months. Led a variety of projects including support staff reorganization for over 3000 employees at 12 locations, a worldwide telephony carrier transition, and the global PeopleSoft CRM migration.