Jayme Evans Email & Phone Number

Maryland, United States

Baltimore, Maryland Area

Matches staffing to workload arrival patterns, planning schedules, maintaining accurate staffing data, assisting with long-range staffing plans, collaborating on off the phone decisions, and handling multiple tasks aimed at meeting ongoing service level and occupancy objectives.Enforces schedule compliance and adherence and advises management of schedule changes.

United States

*Administrative Assistant to Maryland Division General Manager*Review cycles and seasonal lines to determine appropriate procurement method*Invoice approval*Process yearly and monthly customer rebates*Assist sales managers in managing marketing events and budget

White Marsh, Md

Managed shift realignments for 4 regions within Division. Focused on one skill group, broken out by region, creating up to 1000 schedules for both internal and outsourced call center agents.- Created and executed tri-annual shift bids for Division Call Centers, including vendor schedules, reducing coverage gaps and ensuring full coverage for seasonal call volume.- Analyzed and made recommendations on short-term and long-term staffing plans.

Baltimore, Maryland Area

Managed, analyzed and forecasted staffing needs and requirements, utilizing workforce management software, and provided recommendations for additional reports and tracking tools.- Reduced coverage gaps and ensured full coverage for seasonal call volume by creating and executing tri-annual shift bids for 15 multi-skill Call Centers.- Reviewed, analyzed and updated daily schedule exception, ensuring agents schedules and off-the phone shrinkage report was accurately accounted for.- Recognized for ‘Adherence Roadshow’ training on graded and distributed daily adherence reports, improving knowledge of how metric affected all supervisors and call center agents.- Educated workforce and call center management for optimal productivity and achieved call center goals by creating and implementing tracking sheets on excessive use of system problem schedule exceptions, pre-scheduled one-on-one coaching schedules incorporated into the agent’s schedules, shrinkage trends, and an abundance of unreported absences.- Successfully implemented new scheduling software and aided migration of workforce management software from TotalView IEX to Aspect eWorkforce Management, including set-up and training analysts on new software and features, guaranteeing deadlines were met.- Saved Workforce Management team countless man hours by executing AWS and Empower, scheduling software ad-ons, allowing agents real-time view of schedules and providing paperless and instantaneous approval of schedule requests.- Successfully merged policies and procedures for combined team, helping manage all sites, by compiling and determining standard best-practice procedures within team, leading software changes needed, and training all peers.

White Marsh, Md

Temporary assignment, covering vacant Supervisor position, worked alongside duties as workforce management scheduling analyst. Led mergers with additional 2 teams during restructure.- Supervised workforce management team, informing team members of pertinent data and safeguarding deadlines were fulfilled.- Mainstreamed communications between teams by performing as point of contact for call center managers and supervisors with scheduling processes.- Controlled shift bid processes through initial time of multiple shift bids in multiple locations and center’s first shift realignment.

•Streamlined and developed office procedures to ensure consistency and accuracy of client’s files•Created and implemented tracking sheets for weekly, monthly and quarterly deliverables•Recorded and maintained accounts receivables and payables•Administered weekly payroll both in-house and for 8 of our client’s•Processed and filed state and federal monthly, quarterly and year-end payroll deposits and reports•Recorded client’s monthly transactions in preparation of monthly financial statements•Processed and filed individual tax returns and assisted with corporate tax returns•Recorded petty cash expenditures•Prepared and verify bank deposits•Maintained CPAs calendars

Team LeadNumerical data entry