Farrell Gutierrez-Boyd Email & Phone Number

El Dorado Hills, California, United States

Proficient in scheduling multiple lines of business consisting of 300-400 agentsNew Hire trainings and presentations Maintain and build new hire profiles to provide system access and loginsEfficient auditing and analysis for time off balances and reported timeEnsure accuracy in scheduling trainings, meetings, breaks and lunches within guidelines and capacityAdhoc reporting and analysis for supportive call volume history and trends and provide recommendations Documentation and policy writing for methods and proceduresShift bidding/project management for multi call center staffingCollaboration with line of business leadership to provide recommendations and scheduling based on capacityWeekly touch base meetings to share current trends and happenings within the departmentTracking of employees out on LOAProvide recommendations and feedback for special schedule accommodations

El Dorado Hills, California, United States

Short-term forecast analyst for Customer Experience & HCQA Business channelsMaintain call volume forecast accuracy goal of +/- 10% resulting in actual results of +/- 5% of forecasted vs. actual call volumePartner with Workforce Planning & Analysis team to strengthen the connection and relationship of long-term vs. short-term forecasting Participate in weekly and monthly business capacity meetings to better understand past and current call volume trendsKnowledge and familiarity with Excel used as a forecasting tool, tracking and reporting

El Dorado Hills

Scheduling lead of five Scheduling Analyst within Workforce Management TeamCreate efficiencies for scheduling processes and tasksLead weekly LOB meetings with managers and supervisors to communicate prescheduled activities and expected capacityCollaborate with WFM Real-time Analysts to transition generated schedules and current scheduled activitiesPartner with BSC Employee Resource Groups to establish sign up process for phone agents to participate in special events and activitiesProject Management related skills in preparation for shift and holiday bids by following a timeline, gathering input data from stakeholders and driving deadline to completion

Rancho Cordova

Scheduling Analyst proficient in capacity planning, scheduling for multi call center locations of 200+ employees, various departments and work groups. Skilled in providing analytics of call volume history and trends to provide staffing recommendations, opportunities and filling all future and real time staffing gaps.-Ensure accuracy in scheduling trainings, meetings, breaks and lunches within guidelines-Organize, prioritize, and complete business critical deliverables with urgency for review and management reporting -Skilled in identifying opportunities to provide recommendations and alternative scheduling options to support service level goals -Provide consistent statistical data for lost time and shrink for extended breaks and lunches with Missing Minute reporting-Process shift, vacation and holiday bidding/planning for multi call center staffing-Efficient in back office auditing and analysis for time off balances and reported time-Instructing New Hire training and presentations for Time and Attendance guidelines-Maintain and build new hire profiles to provide system access and logins

Folsom, Ca

Supervisor experienced with workforce planning knowledge and fundamentals necessary in understanding the functionality of call center standards and specific key metrics. Responsible for supervising a team of Analysts and assign specific projects, tasks and assignments for timely execution and completion.-Conduct bi-weekly developmental coaching opportunities for growth and improvement-Create partnership with counterparts to share best practices-Meet targeted call center metrics; Service Level, AHT and ABA-Conduct team meetings to influence group effort and feedback for continuous improvement and developmental team growth-Create cohesive partnership with leadership team and collaborate efforts for effective and efficient representative productivity

Folsom, California

Intraday Analyst skilled in monitoring real-time status of call center metrics, representative activity, daily call outs and absence shrink. Effective in producing Intraday reports including, but is not limited to: Shrink Reports, Daily Stats, Volume - AHT Reports and OT Fill Report.-Analyze trends and real-time call metrics; service level, abandonment rate and AHT-Knowledge of call routing, applications and agent group details-Notify leadership of real-time representative status and behaviors when handling calls-Attendance tracking/Timesheet processing; National Attendance Tool and NICE (IEX)-Provide written communications for corrective action documents and attendance warnings-Manage leave of absence and short-term disability claims with MetLife-Maintain open communication and partnership with Human Resource BP -Respond to emails in WFM from representatives for schedule adjustment requests-Implemented and established procedures for call center representatives reporting absences-Answer incoming calls from representatives calling out sick or requesting same day time off -Manage Avaya outbound dialing records and campaigns

Folsom, Ca

Support lead with excellent problem solving skills. Goal driven with the ability and willingness to assist representatives and supervisors with technical issues, escalations and reporting issues. -Provide support to business and customer support service reps-Present positive and effective resolutions for escalated customers calls-Create efficiency and process for lost/stolen orders -Daily reporting for failed activation report, charges and credits-Process and fulfill internet orders

Citrus Heights, Ca

Detail oriented Assistant Sales Operations specialist in retail channel. Ability to multi-task and assist where needed with sales support, customer service and daily inventory and cash management.-Support retails store operations in inventory management and processing shipments-Process improvement for quality assurance and return processing-Cash management compliance and control audits-Provide knowledgeable technical support, problem-solving and resolution to improve customer experience-Driven to provide customers with effective sales support and billing question resolutions

Bachelor Of Business Administration - Bba, Human Resources

Associate’S Degree, Business Administration And Management, General