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 activities (OPA).● 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.