Glenda Robinson Smith Email and Phone Number

Supports the leadership staff of Customer Operations line of businesses for Residential and Business products. Lead in the development of in-depth cased studies on operational pain points by leveraging speech technology, big data and varied call analysis techniques. Create comprehensive analytical packages to convey findings that empower key business partners to make informed strategic decsions. Develops line of business subject matter expertise for full understanding of systems, policies, procedures and practices to ensure analytics are well rounded and consider all factors. Gathers data and leads the development of in depth case studies on strategic business topics. Proactively identifies opportunities for improvement in the business then crafts analytic projects in pursuit of finding actions to address those opportunities. Effectively plans and communicates key deliverable milestones while executing to a timely completion.Ensures accuracy among ad hoc and routine deliverables by performing or automating quality data audits and analysis.

Full understanding of system, policies procedure and practices to ensure all factors are considered when analyzing business topic Translate numbers and facts to inform strategic business decisions. Collaborative in evaluating impact of various quality improvement and cost reduction interventions. Provide high level solution for costly business problems by helping reducing AHT within the Retention and Mobile line of business and increase productivity saving the business millions over the year. Identified up to $36M in annual savings by refining call flow efficiencies within the Retention department and also help drive down FCR for the Mobile department. Perform in-depth studies and insights spanning across all business topics as they relate to the contact centers by gathering data to develop a studies or insights on customer experience, risk management, operational efficiency and coaching routines. Analyze patterns, identify and align insights with speech studies while documenting findings, insights and trends. Effective in planning and ensuring accuracy among ad hoc and routine deliverables by performing or automating quality data audits and analysis of work.Make recommendations based on data for process improvement and strategic business decision making. Develop communication documentation to support deployment of reporting and application solutions for our end users. Convert data into actionable insights by predicting and modeling future outcomes. Excellent design and presentation skills used routinely when presenting analysis and recommendations to an executive audience to improve relevant KPI’s.Responsible for tracking, maintaining and uploading all presentations into the Analytical Library to also include providing access to the appropriate stakeholders.

Operational responsibility include staff scheduling, assignment of daily duties, call monitoring and addressing escalated issues for the HR Shared Service Center Tier I team.Use of the case management tool to accurately capture, track and follow-up on HR inquiries and to perform daily review of cases to ensure inquiries and requests are being assigned, resolved and closed in a timely manner and any complex requests are assigned to the appropriate back office teams.Collaborate with the Shared Service Center leadership and staff (COE’s, HR Business Partners, HRIS and other 3rd parties to resolve complex inquiries or transactions.Develop, coach and mentor team members to build a high-performance culture. Set goals and facilitate growth and development to meet individual employee’s career goals, motivational needs and organizational opportunities.Assist HR Leadership with quality assurance responsibilities including development, monitoring, and publishing of daily targets and identifying opportunities to better quality improvement with HR.Continuously review the Shared Service Center knowledge base to maintain working knowledge of HR and Payroll operations and making any updates needed by collaborating with different divisions with HR.Working knowledge of broad HR concepts (benefits, payroll administration, workforce administration, absence management, compensation, performance management, time and labor and talent management.

Knowledgeable and experienced workforce management specialist in charge of real time monitoring and managing of all call volume levels and staffing levels for 350 agents. Responsible for managing all non-phone activity to include daily schedule adjustments and exceptions. Provide support across multiple lines of business to maintain service levels across SPRINT enterprise.Provide daily updates to management to include recommendations for any improvements.Responsible for entering daily exceptions, missed punches and attendance in database.Responsible for welcoming new hire, training, and processing them through Sprint systems.

Saved and retained customers requesting to disconnect service due to unresolved issues. Provided excellent customer service and provided benefits to upsell on new products and promotions. Developed high performance employees with consistent coaching, monitoring, providing performance feedback, and developing performance plans. Saved and retained customers requesting to disconnect service due to unresolved issues.Coordinated several team contests & manager group contests to keep positive environment and top performance focus.Managing and maintaining department compliance expectations.

Trained in all aspects of AT&T residential customer service to provide quality customer service. Fulfilled customer’s special requests to include account inquires and payment processing.Provided excellent customer service and upsell to new services on account. Reinforced calling plans, discounts, and benefits to customers.Selected as Subject Matter Expert to train new employees for Customer Service Specialist.

Managed a staff of eight employees, ensuring all register transactions and documentations adhere to federal regulations and store policy. Lead employees to hit quotas coaching, motivating, and providing feedback.

Provided excellent customer service and achieved competitive contest requirements to win multiple bonuses. Received several compliments from customers to management on my excellent services I provided consistently and had my own cliental requesting me.