John Hock Email & Phone Number

Chester, Va

Richmond, Virginia Area

Workforce Management - Short Term PlannerResponsible for running short term staffing plans for inbound and outbound queues.Analyze call forecast and staffing data to effectively manage call center performance.

West Creek 1

Integrated Mission Control (IMC) - Workforce Management Provide support to operations and IT across multiple sites; responsible for current-day management of call center servicing, providing regular reporting of service conditions, addressing metrics outside of target thresholds and execution of levers to ensure achievement of contractual service level agreements (SLAs) and internal service goals.• Responsible for call servicing across 9 business units comprising of 12,000 call center agents; supporting domestic/international locations• Facilitate, coordinate and communicate mitigation activities related to events impacting call center servicing conditions; liaison with IT and Operations resources to assess and mitigate system incidents

Richmond, Virginia Area

• Managed outbound dialers to ensure daily penetration targets were hit. Controlled penetration rates by making real time adjustments to staffing at multiple sites. • Responsible for sending lever communications to operations site to ensure staffing requirements were met throughout the day.• Monitored and managed real-time contact center performance for multiple inbound networks. Utilized real-time levers to drive inbound network performance (agent lends). • Detected, confirmed, and escalated critical system issues that impacted contact center productivity.

Chester, Va

• Inbound and Outbound phone associate who handled calls with US Card customers who are delinquent on their account. As a top performer in the department, always placed a high emphasis on customer experience and satisfaction. Educated customers on account status, attempted to solve customer problems and/or attempted to secure a payment or make payment arrangements.• As a Peer coach, Up-trained tenured agents who were not performing to their ability. Built relationships with agents to understand what would drive them and coached to their strengths. Listened to calls and provided feedback to ensure agents had the knowledge to create win/win situations for our customers. Provided feedback to leadership and solicited their input to ensure coaching was effective. Also conducted in class training with new hires. Training was customer service based with an emphasis on educating the customer to prevent the account from returning to a delinquent status.