Helen Fox Email & Phone Number

Spokane, Wa, Us

Spokane-Coeur D'Alene Area

Spokane, Washington, United States

At Fidelity Investments, I consult on strategic capacity planning initiatives across multiple locations, ensuring optimal operational efficiency and alignment with organizational goals. I led transformative initiatives, including designing an end-to-end operating model and developing strategies for associate service model transformation, which resulted in increased call handling efficiency and enhanced technology implementation. I built and executed strategic capacity plans for phone associates across multiple locations, achieving significant operational efficiency and contributing to annual KPIs. Flexible with travel as needed to support and enhance operational efforts across various locations.

Spokane, Washington, United States

As a Regional Center Operational Planning Leader, I established operations strategies, supervised senior project analysts, and collaborated with business leaders to drive cross-product deliverables, increasing overall effectiveness. My role has consistently focused on optimizing business performance through data-driven recommendations and strategic planning, significantly improving service delivery metrics and meeting operational targets.

Spokane, Washington, United States

(September 2018 - January 2021) Contact Center Operations Program Manager. Responsible for effectively translating strategic objectives into actionable plans while continuously inspecting and evaluating progress, measuring performance and removing impediments.(August 2017 - September 2018) Contact Center Operations Scrum Master. Responsible for governance and prioritization of multiple project backlogs, effectively translating strategic objectives into actionable plans and collaborating with cross-functional teams to drive data driven approaches to change. Servant leader encouraging agile behaviors, reinforcing practices, norms, ceremonies and supporting overall team effectiveness.(July 2016-August 2017) Responsibilities included strategy and support for Forecasting & Planning leadership with a focus on integration into a new operating model to drive efficiency through process improvement.

Greater Denver Area

Senior Business Analyst for process improvement team with a focus in eliciting & capturing business requirements, researching & developing use cases, performing data analysis and creating/updating critical business reporting. I also project managed smaller work streams for end-to-end programs.

Greater Denver Area

Next Generation Contact Center, Business Analyst Loan (November 2014-August 2015)Supported a national migration plan through business acceptance testing, business validation, and change management. Assisted with design and documentation of Operations process flows, workflows and procedures for migration to Genesys platform. Acted as a liaison between the Business Readiness team and Denver call center. Prepared and facilitated presentations for senior leadership and associates. Lead on-boarding support for new business analysts joining the team and was the point of contact for feedback, enhancement requests and other concerns during migration phase for Denver call center.Command Center Analyst (June 2013-October 2014)Developed documentation for procedures and provided input for process improvements. Lead site efforts to increase employee engagement. National lead analyst for high value client function which included reporting, developing strategies and communicating business changes to site level analysts. Worked with non-technical members across multiple departments assessing requirements and providing direction to business leaders through coordination, clarification and strategic advice. Managed new hire and flow through rosters while working closely with Learning & Development partners. Provided leadership to ensure site level workforce capacity was effectively utilized and the proper balance between efficiency and service quality was achieved. Analyzed contact center operational efficiency and associate performance metrics to make decisions which influenced site and national operations. Communicated business issues which could impact customer, client and business goals.

Englewood, Co

(August 2012 - June 2013) Intraday Workforce Analyst - Continuously drove operational and business results through optimization of near and real time resource management. Maintained a strategic understanding of call routing and workforce management tools to drive increased productivity.(May 2011 - August 2012) Command Center Analyst

New Castle, De

(September 2010 - May 2011) Operations System Information Analyst - Drove business results through performance trending analysis and completed audits to mitigate revenue loss.(May 2009 - September 2010) Collections Associate 5/2010-9/2010 Associate Project Manager Loan 5/2009-5/2010 Associate Business Consulting Analyst Loan(November 2006 - May 2009) Customer Service & Sales Representative10/2007-5/2009 Operations Analyst Loan

Master Of Business Administration - Mba, Business Administration And Management, General

Bachelor Of Arts - Ba, Sociology

Activities and Societies: Kappa Delta Sorority (Treasurer); Omicron Delta Kappa; Order of Omega; Alpha Kappa Delta