Analyze enterprise-wide trends to optimize cost effectiveness, operational efficiency, and quality customer interactions through staffing decisionsProvide insights on staffing decisions to ensure resource capacity meets customer demandLead strategic planning efforts to plan future projections of staffing needsIntroduced and implemented long-range forecasting and talent needs at weekly/monthly/yearly levelsReview, update, and improve workforce capacity management methods and practices for reliable resource capacity, utilization, and forecast dataLeverage external research and networks to understand key trends in staff functions and implications on talent strategy and programsWork horizontally to determine volume forecasting impacts on the organizationImprove workforce capacity management methods and practices to enhance the quality of customer interactions

Following the closure of the division I was working for within Walmart, I took a sabbatical for one year. Coinciding with the beginning of the pandemic, I utilized this time to invest in personal and family growth, learning, and development. This career break allowed me to recharge and refocus my professional goals and aspirations.

In July 2019, I led the successful launch of a new customer service location in Omaha for Walmart.com. As part of this initiative, I directed the recruitment, hiring, and training of more than 200 associates and provided leadership during the peak holiday seasons, including managing a team with 50% working remotely. Additionally, I played a critical role in developing annual forecast and budget models that spanned multiple departments within the organization. My efforts helped to ensure the successful launch of the new location and contributed to the overall growth and success of the company.• By challenging legacy business practices and introducing innovative solutions, I aimed to enhance the customer experience, improve customer and team retention, and boost overall team morale. As a result of these efforts, the Omaha office achieved the highest employee engagement rate among all Walmart.com contact centers. Through my strategic approach to problem-solving, I was able to deliver measurable results and contribute to the long-term success of the organization.• Spearheaded the creation, automation, and enhancement of agent performance reporting. This initiative helped to increase consistency between teams and provided critical insights into operational efficiencies and best practices. By leveraging cutting-edge technology and data-driven insights, I was able to enhance the overall performance and productivity of our teams.• Through strategic process reengineering and targeted improvements in hiring, onboarding, and training practices, I successfully decreased the annualized attrition rate from 120% to a range of 15-20%. My efforts were aimed at recruiting and retaining top talent, resulting in a more sustainable and productive workforce.

As a senior leader, I directed a team of up to 10 exempt employees and oversaw more than 400 omni-channel customer care associates, both in-office and remote. In addition, I founded and managed a customer-facing social media care team, which provided valuable insights into customer pain points. Using a data-driven approach, I forecasted, planned, measured, and communicated business-critical metrics, successes, challenges, and needs to senior leadership and executives. I also managed a multi-million-dollar budget and was responsible for forecasting and managing contact and order volume within the constraints of set budget goals and targets. My efforts helped to drive business growth, increase customer satisfaction, and ensure operational efficiency across the organization.• Implemented a customer-facing CSAT solution in 2019 that propelled Hayneedle to the number two spot in the Newsweek eCommerce customer care survey, improving customer engagement and elevating the customer experience..• As part of my responsibilities, I conceptualized and executed the development of an online knowledge base for agents, from project proposal to implementation. This innovative solution effectively reduced customer handle time by 20%, while simultaneously improving the accuracy and quality of the information provided to customers.• Played a key role in pioneering a low-cost work-from-home solution that enabled more than 50% of our team to work remotely. Through this innovative approach, we were able to improve employee satisfaction, boost productivity, and reduce costs, while maintaining the same high level of quality and service that our customers expect.

Served as a key role in customer care center management team. Developed and managed multimillion-dollar budget and forecast for variable labor workforce of over 200 FTE, utilizing key business metrics (finance, orders, media, marketing, and customer feedback). Directed WFM support across a growing internet retail organization. Delivered developmental guidance and support to analysts and support teams to meet program goals and customer needs.• Analyzed current market trends and provided long-term, multi-channel forecasting support and volume handling analysis for major contact types.• Increased work-from-home staff to 50% of total workforce to provide flexibility and disaster recovery.

Provided third-party workforce management consulting for Comcast Cable and Dominion Power and Gas companies. Built and maintained relationships with clients to ensure satisfaction. Maintained accurate forecasting and head count to support the business. • Based on my analysis (budget, AHT, service level expectations, breaks, lunches, PTO, occupancy), provided start-up FTE needed for new Spanish Center of Excellence.• While working in a unionized environment, continually exceeded expectations as set out by the union contract.• Provided data driven analysis for budget and order driven forecasting with accuracy targets of 5-7%.

Leasing/Marketing Specialist.