Geran Smith Email and Phone Number

Leading a phenomenal team of long- and short-term Capacity Planners, Scheduling Analysts and Real-Time Analysts across the world who support achieving service level commitments and goals on a consistent basis! Collaborating as a team to achieve the right number of staff needed to provide exceptional service to our clients around the globe! Meet with VPs and Directors regularly to provide overviews of the accounts they support regarding staffing needs, concerns around meeting service level goals and provide updates on projects that impact their area of responsibility. Responsible for hiring, training and developing WFM staff to support over 90 accounts. Responsible for global staffing models for potential new business clients and present to key stakeholders for company.

Provide strategic planning and staffing recommendations for a multichannel global corporate travel management company. Consistently analyze data to understand business needs and drivers. Partner with key business Leaders to meet Client service levels and performance goals.

Supporting a mission-driven company that strives to change the way we collect debt by leveraging technology to help customers pay off their debt versus your typical harsh letters or phone calls.Developed and maintained a forecast for inbound phone calls and emails created down to a 30 minute interval level manually using Google Sheets with no access to WFM software.Sustained an actual to forecast variance between 5% and 8% on a monthly basis Completes scheduling tasks for a call center that handles phone volume, emails and other offline activities completed with and without WFM software Assist exempt Leaders with managing day to day functions on a real-time basis while striving to meet service level goals on a interval level using WFM SoftwareCreate and manage all WFM processes for the call center including PTO (Paid Time Off), VTO (Voluntary Time Off), Overtime, shift realignments and adhoc offline request Provide updates to the Senior Leadership Team including Vice President and COO of the company with an outlook on the previous day, week and month in regards to goals set for the Call Center team to meet consistently.Work with the Director to provide staffing needs for tax season versus non-tax season (Collections environment) and make recommendations to improve schedules for Agents.Create analytical reports to provide an outlook on specific metrics and goals to meet on an Agent, Supervisor and Site levelCreate trending reports using historical data that helps drive the business forward.Attend daily huddles with Supervisors to discuss Service Level and plans daily.Present MBR showing outlook on the previous month’s performance for the Call Center including how the team performed when compared to goals for service Level, call handling metrics, forecasting accuracy, email performance and shrinkagePartner closely with IT Team to ensure maximum efficiency with software usedManage WFM exempt- remote employees than handle WFM processes and procedures

Responsible for leading a team of Workforce Analysts and payroll staff within the Client Services area of 700+ front-line employees to optimally allocate resources to achieve service level goals for the largest diagnostic information services company in the nation. Point of contact for WFM software, led a team of Analysts to set up the tool for use by all employees and responsible for creating all operating processes for all employees to utilize the tool daily.Hired and trained WFM staff on Workforce Management processes and proceduresCoach and develop Traffic Analysts and Daily Time Coordinators monthly to achieve career goalsDevelop and maintain policies for both Client Services and Workforce Management to meet demands of Senior LeadersWork directly with Directors and Leaders to create a positive partnership between Workforce Management and Client Service Leadership by attending cross-departmental meetings regularly.Motivate direct team to be creative and empower them to be Leaders that support business goals and objectives

Oversee scheduling duties for contact center of 800+ employeesRecommend schedules to fill gaps in coverage to better suit customer needsWork with traffic analyst to train and develop for future career movesPresent data to leadership through video conference, face to face and over the phone

Provide consistent real-time direction to management for one of the largest Pharmacy Benefit Managers (PBMs) in the United States servicing over 14 million members through a network of 66,000 community pharmacies. Committed to meeting Service Level goals on a daily basis by focusing on customer satisfaction utilizing tools to ensure calls are answered in a timely manner.• Manage intra-day staffing levels to determine the most effective methods for staffing adjustments• Maintain budget report to ensure we are effectively utilizing availability to save on costs in the call centers• Consistently work with leaders to ensure adequate staffing and create strategic plans to ensure customer satisfaction• Utilize tools and resources to communicate work schedules and contingency plans for call queues

Provide command center management analysis in the 5th largest commercial bank in the United States supporting 3 call centers with over 1000 customer care and fraud advisors to ensure real time staffing needs are met within contractual service level agreements• Provide real time direction on staffing needs to ensure customer satisfaction daily for card member service and fraud departments by reviewing contractual agreements and prioritizing skill changes to meet service level goals• Complete monthly maintenance on all workstation computers in the Overland Park Call Center to ensure all licensed programs are being utilized to avoid costs to have the programs re-installed• Prepare strategy meeting notes to ensure our employees are set up for success daily and each weekend that outlined planned outages, leadership staffing and expected call volume from our customers. • Partner with the employee engagement department to ensure newly hired service advisors would receive the best possible experience with how to handle day to day calls by creating a process for them sit and listen to tenured employees for the experience • Work with the following systems: IEX TotalView, SeQuaL, Mainframe, Ayaya CMS, SharePoint, Lotus Notes and Microsoft Programs

Administrative support for a call center of 600 representatives to provide reporting and coordinate projects based on business needs. Ensured desired occupancy and agent availability based on historical and real-time call volumes and performance trending Interim Site Planner to plan site trainings, knowlagent courses, etcCreated and facilitated a PowerPoint presentation to introduce our department duties and goals to new hire representatives of the companyForecast scheduling needs to provide response times of 40 or fewer seconds 80+% of the timePartnered with leaders in managing center activities and incentives to boost morale in the call centerProvide reporting with detailed information to accurately resolve different issues reported by our internal and external customersPartnered with a unit of 70-120 customer service representatives to assist maintaining metric needs while also providing constructive feedback directly to representatives to reverse negative performance trends Consistent analysis of current schedules comparing them to current staffing requirements to ensure we are staffed properly in all skill groupsAnswered phones regarding schedules and assisted with scheduling vacation time for employees while also performing normal clerical duties such as faxing, email correspondence, reporting and follow upsExperienced in the following systems: eWFM scheduling, RTA, CMS, Knowlagent, Samson, Microsoft Programs, Crystal Reporting, SharePoint and Scala

2003 to 2006)Utilized as point of contact for external customers inquiring about billing issues, payments, products and services. Took incoming calls and made outgoing calls to ensure customers had basic understanding of their servicesMulti-task by resolving issues efficiently, accurately and by using good judgmentsAssisted training department with newly hired employees by answering questions and taking escalations from our customersInternship with the Resource Planning department; ran reports, scheduling, helped with meeting service levels and learned systems such as RTA, eWFM, CMS and different formulas used in Microsoft Excel

Greeted patients scheduled for eye surgery or services by effectively performing clerical duties, keeping front office organized, medical filing and providing satisfactory customer service.Checked patients in and prepared them for eye surgeryExplained important documents to customers so they have the understanding of risks and procedures associated with eye surgeryFiled medical records and front desk duties such as answering phones, taking messages for surgeons and took payments for services tendered

Assisted business owner with ensuring health and cleanliness with greyhound dogs. Also trained greyhounds to compete in local and national competitions and complete necessary documents to provide to the Kansas Gaming Commission. • Maintained cleanliness of greyhound dogs and kennel • Provided important documents for dogs who qualified to compete in weekly races• Trained dogs to compete in weekly and national competitions• Interviewed job seekers interested in being employed at the kennel• Payroll processing for employees• Reviewed and completed greyhound dog track records