Partnered with leadership in approving 6 specialist positions in 2015 by building cost/benefit analysis spreadsheets, forecasting staffing costs while also demonstrating efficiencies and savings.Created customized Excel formulas to represent weekly staff performance using available call metrics. Since implementing we have been able to more efficiently identify trends & learning opportunities.Audit telephonic exchanges between member and Customer Care Specialist, with the… Show more Partnered with leadership in approving 6 specialist positions in 2015 by building cost/benefit analysis spreadsheets, forecasting staffing costs while also demonstrating efficiencies and savings.Created customized Excel formulas to represent weekly staff performance using available call metrics. Since implementing we have been able to more efficiently identify trends & learning opportunities.Audit telephonic exchanges between member and Customer Care Specialist, with the intention to maintain a member experience defined by professionalism, empathy, and resolutionRegularly assist in both new-hire training as well as building soft skill presentations aimed to provide continued development of staff Show less