Transitioned an outsourced WFM strategy internally. Save the company 100K in the first 6 months and since 2018 saving 200K+ annually. Phase I was the Order Processing team (about 40% of inbound volume) and Phase II was moving the remaining inbound departments including Customer Service, Tech Confirmation, Installation Support and others.

Responsible for providing phone support to individual company support teams that use our SolarWinds RMM (Remote Management & Monitoring) as SaaS. We help them in their ability to help their direct clients.

Responsible for leading all Management Staff to meet daily business KPI’s and driving employee growth and development in the business of Back-up Pharmacy fulfillment. Running 24/7 shifts that were primarily nights, weekends and holidays. I had to build reporting tools and KPI scorecards to ensure company set goals are attained and surpassed. With my WFM experience I was able to stabilize and refocus staffing efficiencies to complete orders in half the within the first 2 months in this position saving the company about 45k per month. Collaborated with IT team to create Requirements for the future purchase of ININ telephony and workforce module to increase telephone analytics strategies and scheduling tools to provide the most efficient work environment to grow the business.

Responsible to lead a team of 7 supervisor, and 98 outsourced agents supporting a cable technology client. Tasked with increasing efficiency and client satisfaction thru First Call Resolution (FCR) key metric development. Teaching first level supervisors coaching skills and development of teamwork to surpass set goals and initiatives.

Recruited to enhance the workforce efficiency of the sales agents thru enhanced skill routing methodology and creative scheduling to increase close rate performance. Evaluated and submitted ININ workforce software as choice for call center workforce solution. Implemented new reporting tools that focused in on decreasing abandon calls and decreased inefficiencies of our agent population. With my history in IT management, I became liaison between the Sales team and the local IT group to ensure Network initiatives and sales goals were in line to ensure highest revenue was attained daily.

Was part of the opening of AT&T's newest DSL Support Call center opening in Goldsboro, NC. Was chosen to implement workforce management team and processes which included but not limited to the following: -Schedule Management using IEX Total View Software -Work schedules and schedule adherence-Vacation bidding based on seniority-Agent activity reporting -Skill/priority management-Payroll import from Total View to Payroll system-Periodic metric reporting on AHT, efficiency, quality, attendance and attrition from the agent level to center level. -POC for the site and give direction to management team when they are able to conduct meetings/training based on call volumes

-Qualification and Assessment for possible upgrades of current application versions.-Responsible for accessing clients systems and running assessments tools to identify if the current configuration meets minimum requirements for application upgrades.

-Oversee Network Engineering, Desktop Support, Quality Assurance, Telecommunications and Production Operations.-Established cohesive team unity among multiple locations helpdesk teams assigned to me.-Minimized redundancies and created automatic processes to increase productivity and lowered response times on issues resolution.-Responsible for onsite Server upgrades, End-User desktop support, 24hr network support for all 3 sites and all local storage solutions. I was Head of the IT department responsible for interfacing with any vendors we used and/or supported to ensure that all systems requirements were implemented and maintained at all times with 24 hr pager response policies in place.-Created a new process for preparation of inclement weather that lowered the impacts brought on by Down power lines, city wide closures and back-up redundancy routing to ensure all Customer service calls were re-routed to unaffected sites to minimize lost calls and high wait times for our customers.-Managed more than 1.5 million in budgets and implemented strategic IT solutions to increase productivity while saving costs. Involved with contract negotiations with our vendors and ensured our employees were in an environment that cultivated a stress free and enjoyable place of work.