Kenneth Millender Email & Phone Number

Lanham, Md, Us

Washington Dc / Virginia / Maryland Area

Project Lead supporting the VA Office of Information and Technology - Workforce and Planning

Greater Chicago Area

• Develop and create policies and procedures for strategic workforce objectives including but not limited to the following: Time Tracking Enhancements, Project Time Tracking, Centralized Scheduling, Capacity Management, Daily Staffing Optimization, PTO Enhancements & Automation, Schedule Bidding, Automated Call Flow Management and Automated Volume & Data Capture.• Facilitate and review the contact center’s previous day’s performance and weekly outlook for four lines of business focusing on… Show more • Develop and create policies and procedures for strategic workforce objectives including but not limited to the following: Time Tracking Enhancements, Project Time Tracking, Centralized Scheduling, Capacity Management, Daily Staffing Optimization, PTO Enhancements & Automation, Schedule Bidding, Automated Call Flow Management and Automated Volume & Data Capture.• Facilitate and review the contact center’s previous day’s performance and weekly outlook for four lines of business focusing on key metrics and drivers. • Provide executive level analysis and recommend strategy implementation guidelines. Show less

• Manage the long term, short term and day to day forecasts and operational goals of the Planning Team.• Manage a group of 6 associate mangers with a scope of responsibilities extending to Budget, Short Term Planning, Workload Allocation for Vendor Partners, and Workforce Operation teams.• Oversee and mitigate financial planning impacts to meet key Service Level and Customer impacting metrics.• Oversee intraday management of real-time adherence, analysis of real time workload… Show more • Manage the long term, short term and day to day forecasts and operational goals of the Planning Team.• Manage a group of 6 associate mangers with a scope of responsibilities extending to Budget, Short Term Planning, Workload Allocation for Vendor Partners, and Workforce Operation teams.• Oversee and mitigate financial planning impacts to meet key Service Level and Customer impacting metrics.• Oversee intraday management of real-time adherence, analysis of real time workload requirements, and call routing to manage performance to service level requirements.• Identify historical volume trends, as well as exceptions for seasonality/holidays and business/marketing events.• Responsible for executive level metric analysis and developing strategy implementation guidelines. Show less

• Forecast call volume for four internal contact centers and allocating supplemental volume to four vendor partners (English and Spanish volume). • Manage work assignments for a group of forecasters, schedulers and business analysts. • Manage the day-to-day use of Aspect workforce software. Created short and long-term forecasts for over 700 agent schedules and tracked their real time performance.• Conduct weekly performance evaluations for vendor partners focusing on service… Show more • Forecast call volume for four internal contact centers and allocating supplemental volume to four vendor partners (English and Spanish volume). • Manage work assignments for a group of forecasters, schedulers and business analysts. • Manage the day-to-day use of Aspect workforce software. Created short and long-term forecasts for over 700 agent schedules and tracked their real time performance.• Conduct weekly performance evaluations for vendor partners focusing on service level attainment, ability to handle subscribed call volume and overall capacity and future planning.• Cross-location overflow strategies and support of varying call types.• Develop and assist regional coordinators, interdepartmental teams and operation partners.• Model headcount requirements to understand impact of integrated queues, different call flows, etc. • Support HR initiatives (Employee survey, retention efforts, talent management, head count needs, etc.) by studying past, present and future data and trends. Show less

Washington Dc

• Provided independent analysis of workforce productivity and presented improvement recommendations for various small business clients.• Provided cost analysis for revenue and cost per call for shareholders and business partners.• Monitored call handling and work process flows for various vendor contact centers.• Created resource management reports and spreadsheets blending various data sources.

Arlington Va

• Developed and presented key metrics, dashboards and scorecards to leadership team.• Provided support to business leaders creating ad-hoc reports, providing data analysis and consultation.• Managed various workforce projects; tracking action items, goals, next steps and target dates. • Collaborated with teams on workforce projects to identify opportunities, current processes, and analyze data to drive key metric improvements.• Created a workflow verification process for… Show more • Developed and presented key metrics, dashboards and scorecards to leadership team.• Provided support to business leaders creating ad-hoc reports, providing data analysis and consultation.• Managed various workforce projects; tracking action items, goals, next steps and target dates. • Collaborated with teams on workforce projects to identify opportunities, current processes, and analyze data to drive key metric improvements.• Created a workflow verification process for compliance with the Sarbanes/Oxley - Time Reporting Audit procedures, while reorganizing existing sub-processes to ensure accuracy and show impact of process changes. Communicated and implemented Time Reporting Coding Guidelines. Show less

Arlington Va

• Created a work optimization or Force Management Report (FMR). Standardized national activity and pay codes linked to FMR for Verizon Business contact centers. Crafted and developed metric scorecards for each contact center measuring productive and non-productive key metrics. • Streamlined ad-hoc processes and identified centers with best practices for all 22 Verizon Sales centers.• Provided cost analysis of overtime usage and sold-time offerings. Recommendations decreased OT usage… Show more • Created a work optimization or Force Management Report (FMR). Standardized national activity and pay codes linked to FMR for Verizon Business contact centers. Crafted and developed metric scorecards for each contact center measuring productive and non-productive key metrics. • Streamlined ad-hoc processes and identified centers with best practices for all 22 Verizon Sales centers.• Provided cost analysis of overtime usage and sold-time offerings. Recommendations decreased OT usage by 10% and increased Sold-Time offerings by 20% resulting in year end savings of 75k.• Supported analytic team to build head-count forecasting models; and labor cost budgeting models Show less

Baltimore, Maryland Area

• Developed and lead sales and retention teams to exceed revenue quota objectives and customer satisfaction goals. Completed supervisor appraisals and developed standards of performance measurements. • Assessed sales teams call handling procedures measuring average handling time, sales pitch and bridge rates. Developed and implemented a successful sales strategy, development plan and customer satisfaction principals increasing results for the fiscal year 10% over… Show more • Developed and lead sales and retention teams to exceed revenue quota objectives and customer satisfaction goals. Completed supervisor appraisals and developed standards of performance measurements. • Assessed sales teams call handling procedures measuring average handling time, sales pitch and bridge rates. Developed and implemented a successful sales strategy, development plan and customer satisfaction principals increasing results for the fiscal year 10% over objectives.• Implemented aggressive performance improvement plans addressing pinpoint sales behaviors increasing bridge rate 10% and sales pitch 8%, respectively. Show less

Arlington Va

• Developed and standardized the Call Observation Appraisal Tool for Verizon Sales, Billing and Win Back units. Over 450 management employees utilized the standard tool to coach, develop and appraise 2500 sales consultants in 30 centers of the Verizon footprint. • Led a project team to implement quality improvement strategies focusing on Customer Satisfaction results for the Business Sales Offices. Identified key drivers and conducted root cause analyses for each region. The team measured… Show more • Developed and standardized the Call Observation Appraisal Tool for Verizon Sales, Billing and Win Back units. Over 450 management employees utilized the standard tool to coach, develop and appraise 2500 sales consultants in 30 centers of the Verizon footprint. • Led a project team to implement quality improvement strategies focusing on Customer Satisfaction results for the Business Sales Offices. Identified key drivers and conducted root cause analyses for each region. The team measured controllable areas of improvement and the percentage point improvement (PPI) for each quality component rose over 6%, collectively.• Crafted and documented national improvement strategy. Led a regional project team measuring employee satisfaction results and established employee councils in each office. Improved communication and awareness techniques demonstrating senior leadership’s commitment to employee’s survey results contributing to a participation rate increase of 37% in Q2 to 53% by Q4. Show less

Falls Church Va

• Trained over 500 sales, billing and CLEC associates,• Standardized the performance (SOP) guidelines for Initial Training, and • Developed training windowpanes for initial and follow-up training for Verizon sales, billing and win back channels.

Business Management

Education record

Education record