Joan Peter Email & Phone Number

Peoria, Il, Us

Virtual

In my role, I allocate 4.5 million calls among internal teams and external partners for effective collaboration and resource management across three internal sites and 10 LAT lines ensuring staffing and Service Level goals are met. I also align forecasting strategies with organizational goals by collaborating with cross-functional teams and business partners. I monitor and adjust forecasting models to maintain alignment with evolving business needs and external factors. I attain and uphold… Show more In my role, I allocate 4.5 million calls among internal teams and external partners for effective collaboration and resource management across three internal sites and 10 LAT lines ensuring staffing and Service Level goals are met. I also align forecasting strategies with organizational goals by collaborating with cross-functional teams and business partners. I monitor and adjust forecasting models to maintain alignment with evolving business needs and external factors. I attain and uphold service level goals by developing precise forecasts to optimize workforce efficiency and customer satisfaction.Highlights are:• Created and enhanced short-term and long-term forecasting models to support business operations and strategic planning.• Led team of nine analysts and three managers, offering mentorship and fostering a culture of continuous improvement and innovation.• Delivered forecasting insights and recommendations to senior leadership to support strategic decision-making.• Introduced process enhancements to streamline forecasting workflows and boost overall productivity. Show less

Colorado, United States

I led development and implementation of strategic forecasting models to enhance workforce and resource allocation in diverse business sectors and excellence centers, encompassing numerous business partner locations. I also designed models for managing 24 million calls in both internal and BP call centers. I worked closely with marketing, finance, and operations teams to align forecasts with company goals and market conditions. I collaborated with a group of three analysts to achieve project… Show more I led development and implementation of strategic forecasting models to enhance workforce and resource allocation in diverse business sectors and excellence centers, encompassing numerous business partner locations. I also designed models for managing 24 million calls in both internal and BP call centers. I worked closely with marketing, finance, and operations teams to align forecasts with company goals and market conditions. I collaborated with a group of three analysts to achieve project milestones.Notable achievements are:• Orchestrated integration of forecasting insights into business strategies and projects in collaboration with key stakeholders.• Established and upheld best practices in forecasting to maintain the consistency and reliability of forecast results.• Delivered comprehensive forecast reports and analyses to executive leadership to support strategic decision-making and resource planning. Show less

Colorado, United States

I led TLC agents transition project to Care, aligning efforts from Operations, Human Resources, Comcast University, Telecom, and IT by coordinating meetings twice a week. I also organized ROC efforts for reallocating Retail and XSP agents to Loyalty and Sales during COVID-19, including providing Avaya IDs, coordinating training, tracking employees, offering updates, and troubleshooting during launch.Notable achievements are:• Oversaw transition of multiple chat queues from national to… Show more I led TLC agents transition project to Care, aligning efforts from Operations, Human Resources, Comcast University, Telecom, and IT by coordinating meetings twice a week. I also organized ROC efforts for reallocating Retail and XSP agents to Loyalty and Sales during COVID-19, including providing Avaya IDs, coordinating training, tracking employees, offering updates, and troubleshooting during launch.Notable achievements are:• Oversaw transition of multiple chat queues from national to West Division, ensuring communication updates, problem resolution, and launch day testing while collaborating with the Strategic Initiatives team, National, and various ROC groups.• Spearheaded ROC Standardization project, assessing standardization levels across all ROC COEs and coordinating efforts to standardize operations Show less

I oversaw and mentored the workforce management team, creating workload forecasts, schedules, and optimizing real-time operations. I also fostered cross-departmental communication, guaranteeing swift, precise, and timely responses to both internal and external customers' requirements. I led a team of 5-11 coordinators during peak periods.Few highlights would be:• Partnered with internal and external collaborators to facilitate departmental changes, handling telecom modifications… Show more I oversaw and mentored the workforce management team, creating workload forecasts, schedules, and optimizing real-time operations. I also fostered cross-departmental communication, guaranteeing swift, precise, and timely responses to both internal and external customers' requirements. I led a team of 5-11 coordinators during peak periods.Few highlights would be:• Partnered with internal and external collaborators to facilitate departmental changes, handling telecom modifications, reporting requests, and staffing adjustments. Show less

Master Of Business Administration, Business Administration

Summa Cum Laude

Bachelor Of Science In Technical Management, Technical Managment

Summa Cum Laude