• Collected, analyzed, and interpreted complex data sets related to workforce metrics to identify trends, patterns, and correlations to inform business decisions by Senior Operations Leadership, Recruiting and Training• Created and maintained workforce forecasting models that predicted future staffing needs for both domestic and offshore units, focusing on customer service demands and Service Level requirements• Developed methodologies to improve data analysis and predictive modeling including back casting and regular reporting of forecasting performance to Operations leadership• Developed and maintained both domestic and global headcount plans with ad-hoc and scheduled reporting to Training and Operations.• Analyzed performance trends and provided feedback to Operations leadership on a Weekly and Monthly basis• Monitored and reported on KPIs daily, weekly monthly and on an ad hoc basis to ensure adherence to the organization’s goals• Provided visualizations and reporting to Senior Operations Leadership to assist in business decision-making• Met monthly with Finance to review trends relative to budgeted assumptions for AHTs, volumes, attrition, shrinkage, headcount, etc., to assist in keeping on track with business decisions and customer service goals• Engaged in cross-functional meetings with Operations, Finance, Training, Recruiting and Workforce Management to make decisions on service level objectives, risk avoidance and resource allocations

• Successfully converted the non-phone (fax and web portal) back-office production operations from a supervisor-managed process to a centrally managed operation using industry-standard Workforce Management protocols• Improved turn-around-time Service Level from 12 hours to 3 hours by designing and implementing data gathering tools to monitor and measure turn-around-time performance of 250+ back-office agents • Created and maintained manual and system-generated schedules for both domestic and offshore back-office production teams• Provided accurate long and short-term forecasts using predictive analysis of historical workloads to senior management for budgeting.• Reported daily, weekly and monthly to Senior Leadership on results of the efficiency improvement efforts

• Efficiently managed multi-channel volume forecasts for the Commercial Cards Unit within the required +/- 2% forecast-to-actual variance• Provided accurate and timely telephone, chat and back-office capacity planning services for the Large Commercial Cards organization located in three sites in Jacksonville, Florida; Norfolk, Virginia and Sioux Falls, South Dakota• Utilized workforce management tools (Aspect eWFM, Avaya CMS) and Microsoft Excel to create flexible and efficient staffing models, and aligned workforce schedules with operational demands to maximize efficiency and meet service level agreements• Successfully engaged with site management to consolidate two separate site operations into a single support entity to achieve staffing efficiency, resulting in a saving of 10 FTE• Collaborated with GWFO partners on the planning and executing of regularly scheduled vacation bids, and as-needed shift bids for the Norfolk, Virginia and Jacksonville, Florida sites.• Provided ad-hoc and monthly scheduled reporting on operations wins and risks to Senior Management

• Accurately forecasted call volumes for the Virginia Beach, Virginia; Tampa, Florida; and Nashville, Tennessee sites• Introduced high six-figure cost-saving staffing and scheduling strategy to the company using call-center metrics.• Successfully managed Service Level risks through monitoring staffing levels and advising on new-hire class schedule.• Traveled to Nashville, Tennessee to train the newly hired WFM analyst onsite as operations expanded.

• Managed a consistently top-performing team of 10-15 agents in the contact center.• The team was a multi-skilled unit responsible for maintaining accounting hierarchy structures and responding to Federal Government cardholder and Program Coordinator contacts by phone and email.• Transitioned to WFM as an Ops Analyst supporting the Government and Commercial Card Units.• Provided real-time analysis to the WFM team in support, including making real-time adjustments to address staffing challenges.