Heather Barker Email & Phone Number

Denver, Co, Us

Colorado, United States

* Created New Hire schedules during off-season Ramp to ensure proper staffing would be in place during Peak season.* Updated daily/weekly reports and Over/Under views to ensure staffing was in the correct place at the correct time. * Increased Staffing efficiencies ensured that the program SL was met for the majority of the calendaryear.* Collaborated with Operations to offer Flexible Work Arrangements including, but not limited to, Part Time shifts and Short Term LOA options to reduce costs during slower Volume Times.* Successfully transitioned a full line of business team to another WFM team within the Organization*In partnership with Operations and the full WFM team transitioned from one WFM platform to a newer version.* Monitor and adjust attributes within Genesys Cloud VOIP system, including creating & maintaining Agent Groups, and monitoring Real Time Queues.* Working alongside Operations to make recommendations for schedule changes as needed to ensure SLAs hit targeted goals each day/week/month.* Managed employee training for new planners over a period of 9 months offering continuous guidance and mentorship on best practices, process and tool utilization.

Boise, Idaho, United States

* Administer team relations issues for remote teams. Including conducting investigations, research, leader coaching and resolution recommendations. * Create and distribute weekly and monthly HR/Workforce reporting as needed. * Conduct onboarding for all new hires, including: I9 verification, background checks, entry into HRIS, benefits setup and team introductions.* Process Terminations, including exit interviews, benefits separation, final pay, termination from HRIS, recovering company equipment and follow up on any outstanding legal agreements. * HRIS management, which is comprised of hiring, terminations, documentation management, salary changes, benefits tracking, organizational charts, reporting and auditing for accuracy.

Boise Metropolitan Area

* Managed the recruitment of all talent. Posting and promoting open positions on sites like Indeed, phone screenings, interview scheduling and the sending/receiving of offer letters. * Conducted all new hire onboarding including I-9 verification, E-Verify, entry into HRIS system, creating employee personnel files and covering benefit options. * Assist Accounts Receivable with daily invoicing and scheduling for smaller departments.* Employee benefits liaison including Open Enrollment and Worker's Compensation.* Created and posted all Social Media and Marketing content including email campaigns and paper campaigns. * Utilizing all Microsoft Office suite tools as well as Canva, WinTeam, Multi-line Phones and managing multiple Outlook calendars.

Boise, Idaho Area

* Created and sent reports daily, weekly, monthly and quarterly with information on Productivity, Service Level, Contact Volume, Chat Revenue and Quarterly Agent Performance. * Updated the Amino Process for early out, which resulted in over $40,000 saved in both 2018 & 2019* Created both short term and long-term contact volume for Phone, Email and Chat contacts.* Implemented Bold360 Chat platform in 2018. Created reports on contact volume, conversion rates and worked with Leadership and IT to implement a Proactive chat window to increase customer engagement. * Created and recorded chat conversion data and begin forecasting monthly and quarterly revenue for both Reactive and Proactive chat contacts allowing for more dynamic planning and training. * Effectively communicated Real Time Queue issues to help increase efficiencies and decrease excessive Break and Not Ready times.* Scheduled large scale training, town hall meetings for all Customer Service agents to ensure SLA's are met.

Meridian, Id

• Created processes to reduce Not Ready times which resulted in a savings of over $384,000 in non-productive time.• Created CTO Process for early out resulting in nearly $30,000 saved• Implemented Annual Shift Re-Alignment which resulted in more efficient scheduling and fewer staffneeded to cover hours of operation.• Increased Staffing efficiencies ensured that the program SL was met for the majority of the calendaryear.• Created processes for Time Off Requests, Shift Swaps, Overtime Signups, and Attendance Reporting.• Created both short term and long term forecasting for Phone and Email Volume.• Created process for effectively communicating Real Time Queue issues to help increase efficiencies and decrease Not Ready times.• Investigated new WFM Software and was the pivotal point person in helping to secure the Verint WFO system.• Implemented CSR Scorecards delivered monthly.• Created reports to deliver daily, weekly and monthly stats on Service Level, Agent Performance andQueue Data.• Produced staffing recommendations and communicated schedule needs during the busy season.• Created Part Time shifts and Short Term LOA options to reduce costs during slower Volume Times.

Transitioned from Real Time Queue Analyst to Team Lead/Lead Scheduler April 2005.*Creating and maintaining schedules for Guthy-Renker which encompasses over 650 agents across three call centers in North America; Real Time Queue Monitoring for four global Guthy-Renker Programs to guarantee that all programs are meeting their daily, weekly and monthly contractual requirements. *Assisted offshore team with short and long term forecasting, scheduling, and communicating with the leadership and client teams with this information and recommendations.*Other duties include completing hourly, daily, weekly and monthly reports, Conference calls with other Workforce Management teams, processing scheduling requests, and making recommendations for New Hire classes.Selected as one of the Boise site COPC champions to attend training and ensure that the sites and programs comply to COPC standards in daily activities.Also responsible for all WFM duties for the HP Toshiba and HP PSD programs. Including forecasting, scheduling, real time queue management, processing schedule time off or trade requests, tracking New Hire requests and more.

Inbound call center representative. Charging for technical support, providing options for new purchase and email support.

Bachelor Of Science - Bs, Sociology, 3.0

Human Resources Certification

Excel, Intermediate Excel, Advanced Excel, Excel Data Analysis & Pivot Tables

Classes with Executrain Idaho to become and expert on how to utilize Excel to it's fullest potential.

High School Diploma, Regular/General High School/Secondary Diploma Program