Kelli Taylor Email and Phone Number

Creative Design and Fabrication

Develop departmental reporting using a variety of resourcesCompile executive level reporting on a daily, weekly, monthly, and ad hoc basisDeveloped agent scorecard Assist Workforce team with staffing and scheduling analysisDetermine workforce staffing requirements using historical data and current trendsAssist with real time management of staffing by offering overtime and VTO per management guidelinesAnalyzed forecasting to ensure appropriate scheduling of team meeting, focus groups, trainings, and other on the fly meetingsManage call volume to multiple lines of business, adjusting agent skilling where neededManage benefit time allowances for multiple lines of business, balancing business and agent needs effectively

Develop departmental reporting using a variety of resources, including Business Intelligence (MicroStrategy)Develop data analytics to gather insight into operations and customer behaviorCompile executive level reporting on a daily, weekly, monthly, and ad hoc basisCoordinate and facilitate collaboration with leadership, technical operations, human resources, outsourcingpartners and others to assist in hiring, attrition and staffing opportunitiesWork closely with local and national Workforce to assist with forecasting, staffing and schedulingAssist call center leadership in helping to identify trends to assist agent growth

Develop and maintain a forecasting and scheduling model, using eWFM to forecast call volume, create staffing requirements and generate schedulesDetermine workforce staffing requirements by gathering historical data, along with current trendsCreating weekly and monthly deliverables to a variety of internal customersCollaborate with call center leadership, human resources, technical operations, and other departments to capture forecasting and staffing impactsCreate and manage benefit time allowances for multiple lines of business, balancing business and agent needs effectivelyProvide on the fly reporting to Supervisors, Managers, Directors and VPsWork closely with local Workforce Admins and Workforce Traffic to assist with real time concerns

SME in the conversion of WFM to Traffic, working with leadership to create and validate new processes, and teach coworkers those processesReal time management of staffing by offering overtime and VTO per management guidelinesReal time management and auditing of scheduled breaks and lunchesAnalyzed forecasting to ensure appropriate scheduling of team meeting, focus groups, trainings, and other on the fly meetings Manage call volume to multiple vendors for multiple centers.Process reports and alerts for multiple call center locations and markets.Identify customer impacting concerns and communicate solutions to support staff in multiple locationsWork with internal and external departments for call routing and tool issues to ensure proper escalation paths are followed for timely resolution

Responsible for initial establishment of organization, Information Management functions, Strategic and Operational Planning and execution. Hybrid corporate and military chain-of-command structure.----About DSO Gaming Clan LLC: DSO Clan is Organization of Professional and Casual Gamers designed to provide a safe, competitive and enjoyable gaming experience for all Gamers everywhere. Membership is open to gamers worldwide, of all types on multiple platforms. While we applaud, encourage and develop skill, we place a higher value on professionalism, attitude and enthusiasm.

*Development of company marketing and advertising materials including product branding, logo designs, product photography, and print advertising*Development and maintenance of company website*Coordinating with the operations director to insure daily processes are completed, such as processing new orders, invoicing, contacting customers and order tracking

*Daily communication with customers regarding the processing of jobs*Processing of jobs that are faxed, brought in by drivers, or brought to the customer service counter using the JTS (job tracking system)*Tracking of jobs in all departments logged into the JTS to insure timely delivery to customers