Jacqueline Avalos Email & Phone Number

Elgin, Il, Us

Milwaukee, Wisconsin, United States

Seasoned Resource Planning Associate Manager adept at leading multiple teams who oversaw 9,000+ resources, and spearheading process innovations utilizing Microsoft apps. Successfully onboarded a priority client with 1,000 resources, ensuring seamless integration and top-notch service delivery.Skilled in managing daily Operations calls with 90+ participants and streamlining expectations for consistent service across diverse groups. Proficient in Excel for data integration and maintaining operational balance. Passionate about driving operational excellence and fostering collaborative, high-performing teams.

Led a high-achieving team of fourteen, instilling a strengths-based culture that fueled innovation. Revolutionized Workforce Management processes using Microsoft tools, unlocking new efficiencies. Proactively challenged norms, driving continuous workflow improvements.Made impactful enterprise decisions through precise forecasting. Mastered seamless cross-departmental communication, bridging gaps across Specialty and COE groups, fostering collaboration and synergy.

As a diligent RP Coordinator II, I effectively managed fourteen sites, overseeing 100+ skills to optimize call volume. Proficiently utilizing Silverlink, an auto-dialer, I consistently met stringent metrics—a 30-second ASA and an 80% Service Level. I maintained meticulous records for 2,000+ employees, expertly organized within Verint. Additionally, I managed Agent Groups and Scripts using Avaya CMS, ensuring seamless operations. Adept in scheduling, I created and maintained schedule plots for multiple sites including Fairfield Core, FEP, and Mt. Prospect. I had the opportunity to spearhead the compilation and validation of weekly forecasts for diverse pharmacies, contributing significantly to enterprise-wide decision-making processes.