Sharon Kruse Email & Phone Number

Lincoln, Nebraska Area

Manage complex data analysis of business needs to develop long term strategic workforce planning objectives. Work with the executive leadership team to integrate future objectives and statues to develop forecasting and capacity planning models for use in staffing and budget planning

Omaha, Nebraska

- Managed all aspects of Short Term Forecasting, Scheduling and Real Time Management with teams in NA, APAC and EMEA. - Worked closely with leadership in all regions to provide support for more than 140 segments, and 19 languages for more than 9,300 teammates responsible for delivering Customer Support.  Key accomplishments: - Internal employee morale scores drastically increased above company average. - Grew the off shore vendor support from 8 partners to… Show more - Managed all aspects of Short Term Forecasting, Scheduling and Real Time Management with teams in NA, APAC and EMEA. - Worked closely with leadership in all regions to provide support for more than 140 segments, and 19 languages for more than 9,300 teammates responsible for delivering Customer Support.  Key accomplishments: - Internal employee morale scores drastically increased above company average. - Grew the off shore vendor support from 8 partners to 16. - Efficiently integrated multi skilled scheduling to maximize production Show less

Omaha, Nebraska

- Manage support operations of a $25M Customer Service organization for a third party financial transaction provider in multiple locations. - Directed and led teams responsible for scheduling, forecasting, call routing, intraday management, system outage management and payroll delivering efficient, outstanding customer service in a fast-paced, 2000-person multi-site contact center. Key accomplishments: - Directed team responsible for launching off shore vendor support that… Show more - Manage support operations of a $25M Customer Service organization for a third party financial transaction provider in multiple locations. - Directed and led teams responsible for scheduling, forecasting, call routing, intraday management, system outage management and payroll delivering efficient, outstanding customer service in a fast-paced, 2000-person multi-site contact center. Key accomplishments: - Directed team responsible for launching off shore vendor support that resulted in an annual savings of $3M and a solid Business Continuity plan. - Implemented an agent scorecard resulting in a consistent performance measurement and a 15% productivity improvement. - Directed the facility consolidation of eight contact centers to three domestic sites. - Managed the implementation of eWFM and the roll out of Empower to the agent level. - Consistently exceeded client goals for seven consecutive years with incremental gains in quality, productivity and service. Show less