Heather Ayers Email & Phone Number

Southington, Ct, Us

Hartford, Connecticut Area

Wake Forest, Nc

Instruct 3rd-8th grade at a classical inclusive school (special needs through gifted) where each student is individually challenged to their maximum potentialPresent material in a differentiated classroom in a diverse manner where each individual student can receive the information in the manner best suited to his/her abilities.Evaluate student performance Coached Jr. Lego League

North Haven, Ct

Designed and implemented strategic information solutions to optimize work flow efficiencies while managing complex variables Managed and delivered monthly, quarterly and yearly executive level Key Performance Indicator reports for customer service statistics (call volumes, first call resolution, average speed of answer, handle and wait times) exceeding expectations Implemented Genesys Workforce Manager real time staffing software for call center Developed Genesys Workforce Manager ad-hoc reporting Compared forecast to actual service statistics and trends; alerted to real-time discrepancies using intra-day ad-hoc reporting. Produced a real-time web-based management dashboard which summarized the correlation of actual workload to forecast and trend analysis, providing management the immediate insight to respond to intra-day variations in workload Analyzed missed key performance indicators and selected to be on process improvement teams as a subject matter expert in reporting, research and analysis of call center data Improved data feeds for Cost per Member Per Call key performance indicator by improving run time and accuracy of Business Objects query

Middletown, Ct

Prepared critical management and executive level reporting of customer service claim and telephone reportingstatistics (claim turnaround times, claim accuracy, claim volume, call volume, average handle times, average wait times) Improved staffing models to better determine appropriate customer service staffing levels by pulling in web-based inquiries which were previously not being counted Analyzed monthly membership data to compare forecast to actual to assist with revenue projectionsImplemented a migration ontology to integrate customer service data fromacquired entities while maintaining continuity with current schema Selected to work on a team which consolidated claim and customer service data reporting and developed unified equivalence metrics to standardize data presentation and interpretation across organizations with different internal metrics Recognized as a well organized and detailed performer who met all rigid deadlines

Bachelor Of Science, Accounting

Activities and Societies: German Club

Bachelor Of Science (B.S.), Accounting