Jessi Edwards Email & Phone Number

Raleigh-Durham, North Carolina Area

• Calculated capacity requirements for inbound call center. Balanced budget constraints and client needs to create a hiring plan for 1000+ associates across five locations. Included hiring, attrition, and off phone.
• Implemented multiple new clients.
• Planned projects for current client events.
• Communicated monthly with senior level managers and executives.
• Implemented Annual Enrollment planning...o Represented the capacity team during all project stages...o Facilitated event kick-off meetings..o Completed post-project analysis.

Raleigh-Durham, North Carolina Area

• Created an internal Off Phone Activities (OPA) process to manage capacity.
• Managed OPA budget for 2000+ representatives.
• Implemented Artic time keeping system.
• Planned and implemented enterprise-wide service model change.

Raleigh-Durham, North Carolina Area

• Voice Response Unit (VRU) Subject Matter Expert: Managed and investigated all VRU issues.
• Acted as access request liaison for the call center.
• Completed space planning requirements.
• Managed weekly and monthly reporting requests (OPA, overtime, absenteeism) and ad-hoc reporting requests from managers.

Raleigh-Durham, North Carolina Area

• Managed long-term phone asset plans to ensure contractual obligations are met.
• Planned for hours-of-operation coverage and shrinkage requirements.
• Provided support to Operations Analyst I, ensuring complete and accurate scheduling.

Raleigh-Durham, North Carolina Area

• Managed day-to-day phone assets to ensure that contractual obligations to clients were met.
• Scheduled OPA to reduce impact on client Service Level Agreements.
• Managed peak call volumes by monitoring the activity of phone representatives and routing calls to backup support when required.
• Provided routine reports to management regarding employee and business performance.

Raleigh-Durham, North Carolina Area

• Provided phone support for HR tools used by IBM employees in the United States and Canada.
• HR Policy support for IBM’s compensation and assessment programs, LOA, and Separations support, as well as Health Benefits Administration support.
• Division sold to Fidelity Investments August 1, 2002.

Raleigh-Durham, North Carolina Area

• Provided phone support for HR tools used by IBM employees in the United States and Canada.
• HR Policy support for IBM’s compensation and assessment programs, LOA, and Separations support, as well as Health Benefits Administration support.
• Division sold to Fidelity Investments August 1, 2002.