Kristen Boothe Email & Phone Number

New York, Ny, Us

New Providence, New Jersey

East Hanover Nj

- Requiring minimal oversight and relying solely on independent research of online resources successfully performed a full system audit of NICE Workforce Management system - Researched and enabled features within the WFM software that allowed for detailed breakdown of offline activities improving forecasts based on more accurate shrinkage variables - Implemented changes that improved employee satisfaction by empowering the agents with the ability to input schedule preferences, request schedule adjustments and manage their time off

- Provided Real Time Analysis and Workforce Management for a high call volume Contact Center (Average Daily Volume: 5,000 inbound calls)- Responsible for real time management of 93 agents, across seven lines of business and three sites (Edison NJ, Tampa Florida and El Salvador)- Successfully determined accurate Service Level and Handle Time calculations, as well as provided recommendations for Agent Metrics along with the corresponding reports and analytics

2Nd Of The 102 Cav

Provided assistance to soldiers and their families during times of crisis or need, participating in various fund raising activities as well as engaging and preparing new family members for upcoming deployments.

- Assisted with establishing business requirements for migration from AVAYA to Shoretel phone systems- Oversaw the migration of email services for over 4500 users from an independent POP3 provider to OpenSRS. Managing all user auditing and customer communications while acting as the liaison between the technical teams for each provider. - Implemented support plans for overall department operations to meet service level objectives and metrics with responsibility for successful day-to-day operations.- Led a team of 35 representatives through a joint venture which included extensive service and staffing analysis as well as resource reductions

New Providence

- Oversaw the performance, team building and professional development for 19 direct reports.- Subject matter expert for CRM analytics, Call Center agent stats, career advancement, knowledge management system and Website Support- Established training calendar based on agent and department skill gap analysis and quality assurance programs

- Played a key role in implementing career advancement path for customer support representatives. - Acted as department scheduler and floor coach; evaluating staffing availability and monitoring service levels in real time.- Implemented knowledge management system.- Managed transition of website support team into Customer Support, including documentation and training of Customer Support team to complete website updates in Wordpress/Weebly, domain name support and email support.- Addressed schedule adherence issues and provided immediate feedback- Delivered reporting and analysis to identify skills gaps and improve department efficiency.