Jo Ayers Email & Phone Number

Tualatin, Oregon

Provide IT support for applications critical to contact center performance, including IVR/ACD (Cisco ICM), WFM (NICE IEX), and KM (Verint), as well as in-house custom built applications.

United States

* Forecasted weekly and daily volume for over 40 inbound phone queues* Negotiated, modified, and audited frontline analyst schedules to manage off phone activity while meeting service level goals* Processed time off requests to maximize analyst work-life balance while meeting business need* Assisted team in intraday resource allocation to ensure maximum wait times are not exceeded* Performed as a resource for operations and consult for contact center tools and processes for support of Customer Experience, Sales, and Marketing* Provided insight and consultation to (Sales, Support, and Service) on Support and Service processes so as to deliver an optimal Customer Experience* Represented the Contact Center Services organization in projects being led and managed by other organizations* Used data, reporting, and previous experience to provide input to the Contact Center Leadership (Sales, Customer Service, and Customer Support)* Worked collaboratively with other members of the Contact Center Services team, providing leadership when appropriate and/or following others' leadership as appropriate for each situationTools: Verint 15.1, Microsoft Excel with VBA, Microsoft Outlook, Microsoft Powerpoint, Microsoft Word, Cisco Jabber

Hillsboro, Oregon

Managed real-time schedule adherence against communicated thresholds and called out exceptions.Analyzed trends to forecast contact volume, arrival patterns, and corresponding headcount requirements.Allocated resources between channels to ensure service level goals are met.Optimized workload by building adaptable and scalable Excel macros.Generated, audited, and modified agent data, schedules, and activities by team, by location, and by skillset.Responded to ad hoc reporting requests with prompt and accurate data.Monitored phone and network performance and report variations from expected behavior.Built reusable reports from data repositories to support future analysis.Tools: NICE WFM (formerly IEX Totalview), Microsoft Excel with VBA, Cisco CUIC and CCE with SQL, Microsoft Powerpoint, Microsoft Word, Microstrategy, Business Objects/Web Intelligence, Toad Data Point

Hillsboro, Or

Developed and distributed regular reports on contact center trends, including volume to forecast, abandonment, productivity, and service level.Developed shift configurations in response to scenarios presented by management.Determined workforce requirements to meet service level and response time objectives.Built and implemented dynamic shift bid for ~300 personnel.Monitored real-time adherence in comparison with intraday trends with awareness of financial impact.Determined and adjusted agent schedules to meet business objectives.Modified schedules by team, by skill, by agent data group, or by other list .Managed master systems files with schedule information and shift preferences. Optimized workload by building adaptable and scalable Excel macros.Tools: IEX Totalview, Microsoft Excel with VBA, Avaya CMS, Google Mail for Businesses, Microsoft Powerpoint, Microsoft Word

Provided continual exceptional customer service and problem solving by responding to all inbound calls. Assisted customers with new and existing accounts, website navigation, account billing, and shipping issues.Provided technical assistance with devices such as PC, Mac, Xbox 360, PlayStation 3, and the Wii.Resolved customer inquiries in an effective and efficient manner.Learned continually about product and service changes.

Portland, Oregon Area

Verified customer identities to reduce losses from fraudulent credit card activity.

Hillsboro, Or

Responsible for dealer telephone interaction for General Motors. Provided assistance with incentive calculation and analysis of compatible vehicle options available for order.Hand-picked for assignment to Workforce Management Department as a Scheduling Assistant. Responsible for making at-need adjustments to schedules for appropriate adherence metrics. In order to improve department efficiency, identified needs and designed, developed, tested, and debugged VBA macros to extract data from reports generated by activity-tracking application and present high-level summaries for management and variation detail reports for exception processing. Appointed by Operations Management to Scheduler position. Coordinated with the client and with sister-sites worldwide to provide staffing to meet contract obligations. Used forecasted staffing demand and supply to arrange accommodation of short-term schedule modification needs. Monitored quality of schedules generated with respect to schedules requested by management. Acted as primary scheduler for over 500 agents across four business units (20 management units).

Hillsboro, Or

Responsible for 2nd level customer and dealer telephone interaction for General Motors in GM Cardmember Services. Worked with fellow DCS agents to ensure weekly and monthly report auditing completed and verified by set deadlines. Provided support for 1st level agents (CRMs) and approved or denied goodwill based on business cases evaluated according to client guidelines.

Hillsboro, Or

Responsible for test planning, test case design and implementation, test execution, test reporting, defect reporting, defect management, and key process improvement activities, including the streamlining of defect resolution workflows. Documented cross-functional test plans. Built consensus and mediated between groups with conflicting priorities. Tested software for new market segment to completion, resulting in key customer signoff. Within 2 months, completed test cycles on a project that had lingered for over 12 months, freeing resources for new development. Led revision team in streamlining defect resolution workflow. Designed and delegated implementation of new workflow, resulting in reduced issue turn-around time.

Bs, Physics, Cum Laude

Transfer, General Education