Jennifer Lui Email & Phone Number

- Drive continuous improvement initiatives to enhance operational efficiency and resource utilization- Collaborate with department leaders and subject matter experts to understand business priorities and align workforce planning efforts to meet operational goals. - Motivate and develop team by providing a supportive and challenging work environment.

- Provides short and long term forecasting of customer contact volume- Develop and maintain detailed capacity plan that factors shrinkage, workload, attrition, headcount, and budget constraints- Staff Vacation planning (daily allotments, process guideline/development)- Created a “preference based” scheduling model to maintain staff engagement- Identifies.

Vancouver, British Columbia, Canada

- Provide and updated Annual Operations Plan monthly for Senior Leaders to review- Create and manage Budget Capacity Plans.- Provide Recruiters with hiring recommendations assessing budget compliance.- Maximize seat utilization, while maintaining a healthy support staff to frontline staff ratios.- Develop and provide projections such as Monthly forecasts.

- Forecast Call arrival patterns on an interval, daily and weekly level. Analyze data to look for trends, anomalies, and call drivers.- Provide reports with weekly and monthly forecast trending analysis- Monitor emerging customer calling trends and bring forward solutions to improve performance.- In depth knowledge of IEX enterprise groups, contact types.

- Schedule meetings and events for all of Customer Care.- Create schedule for multiple departments based on business needs while ensuring employee engagement parameters are met.- Answer emails and phone calls from employees which includes booking vacation, short and long term disability updates, overtime approvals, and payroll related inquires.- Review.

Vancouver, Canada Area

- Monitor call volume while multitasking day to day tasks.Respond to changes in call volume and mitigate impacts by making agent skill set adjustments in a timely manner.- Update employee schedule changes in Real time to ensure that they adhere to their schedules for maximum productivity.- Manage the employee sick line and update their schedules.

Vancouver, Canada Area

- Answer incoming calls from customers providing a pleasant, professional and knowledgeable service.- Review and customize services to best fit customers needs. - Provide Billing explanations and make payment arrangement with customers in a delinquent status.

- Answer billing related emails and live chat with customers simultaneously.- Provided website knowledge and step to step navigation.- Assisted and provided walkthroughs for customers with auction listings and suggested strategies.

Certificate, Business Analysis

Arts, Economics