Responsible for providing analytics and reporting for Medical Information Center

Collaborated on identification and harmonization of Human Resource processes required to ensure smooth transitions within new organization, including new hire and termination checklists; leveraged input of key stakeholders for key processes.Presented instructor-led, virtual, and recorded training sessions for implementation of business rules governing human resource transactions.Provided post-training support to users and acted as subject matter expert for human resource transactions.Liaised with Move Committees to facilitate and streamline move process for >200 Scientific and Medical Affairs Associates within and across two campuses.Identified unmanaged areas related to space planning and acted as process owner for areas not covered by Move Committees or Human Resources; functioned as point person during space planning and move process.Created collaborative environment with Move Committee Representatives and Scientific/Medical Affairs organizations and leveraged relationships to resolve space assignments and move issues.Coordinated issue resolution and incorporated process changes as needed to facilitate streamlined and seamless transition for all associates.Developed Human Resource metrics for leadership team to evaluate organizational stability, including head count, vacancy rate, and turnover details.Created employee database to enable headcount reporting, generation of directories, rosters, and targeted distribution lists.

Analytics and reporting

Forecasted contact volume and coordinated schedules of 30 full- and part-time representatives using forecasting, scheduling, and call management software to maximize productivity and achieve departmental goalsCoordinated non-phone activities, i.e., special projects, training, meetings, breaks, and vacation schedules, to achieve service level, abandoned rate, and blockage rate targets.Managed task force for product acquisitions, identifying training, staffing, space, and material requirementsSupervised administrative employees with responsibility for filling consumer requests and orders to ensure efficient and accurate fulfillmentResolved escalated consumer complaints including product and general liability claims.

Created standard reporting tools to allow clients real-time monitoring of Key Productivity Indicators and Quality Improvement Programs based on client needs; provided hands-on trainingPrepared in-depth analyses of consumer inquiries and complaints about Nabisco Cookies, Crackers, and Pet Food Brands for internal clients, i.e., Marketing, Quality Assurance, and Product Development; highlighted opportunities for product and/or process improvements.Played key role in transitioning of Nabisco Brand historical data into Kraft data systemsForecasted contact volume for current and future budgeting and staffing needs.

Analyzed consumer feedback on new and existing products, presented actionable data to task forces comprised of Marketing, Quality Assurance, and Product Development representatives, and provided recommendations for product/process improvement.Identified opportunities for expanded use of consumer dataDeveloped surveys to gather insight into consumer needsProvided ad-hoc reports to fulfill client needs

Developed collection procedures in compliance with state and federal regulations; provided training and post-implementation follow-up to ensure department and company adherence and addressed non-compliance issues.Provided technical support and training, offering resolution to majority of software and hardware problems, effectively reducing volume of calls to external Help Desk by 90 percent.Directed, monitored, and evaluated activities of 20 customer service representatives. Provided formal performance evaluations and feedback with strong focus on customer service and satisfaction.Responded verbally and in writing to escalated customer inquiries and complaints, coordinating with representatives of various departments to ensure customer satisfaction without compromising company interests.

Rotated through Customer Relations Departments, i.e., Customer Service, Revenue Protection, Field Services, Credit and Collections, and Marketing. Provided support, consultation, and filled open supervisory roles.Identified opportunity to improve one-call resolution rate for bill inquiries; recommended and presented training and tools that resulted in 75 percent reduction in field visits.Evaluated existing meter reading procedures to ensure compliance with company and regulatory guidelines; wrote and implemented appropriate revisions.Acted as liaison to Board of Public Utilities, ensured appropriate and timely responses to customer inquiries and complaints.