Lisa Kim David Email & Phone Number

United States

• Manage Workday schedules for 300 Cruise LLC employees
• Manage schedules for >150 Cruise Munich employees in Reiner SCT
• Perform biweekly timekeeping audits for Cruise payroll processing and California meal penalty reporting
• Create and manage the Cruise Support Organization roster for >1,500 hourly internal and contract employees
• Manage attendance for 150 Cruise Munich employees
• Collaborate with Cruise Global HRBP, Benefits, People Tech and Payroll partners on Workday reporting and ADP payroll

San Diego

• Contributed to the entire workforce management process, including forecasting, capacity planning, scheduling, and intraday management for Customer Support chat and email contacts
• Developed and implemented workforce optimization strategies to meet service level targets, reduce labor costs and improve schedule efficiency.
• Produced semi-annual shift bids manually using google sheets to determine weighted arrival pattern forecast and half hourly staffing requirements
• Collaborated with WFM peers and Support Manager/Director, providing guidance and support in daily operations and long-term planning.
• Partnered with Support Leadership, HR, Training and QE to identify and address staffing gaps, schedule adherence, attendance and performance issues
• Implemented and maintained Assembled and Playvox Workforce Management software

• Responsible for short term forecasting and scheduling of Marketplace Tier 3 support (240 agents)
• Conducted semi-annual shift bids manually using google sheets to determine weighted arrival pattern forecast and half hourly staffing requirements
• Responsible for delivering staffing needs for new initiatives
• Partnered with Support Management to launch new projects and maintain staffing and service level agreements
• Executed weekly interval level staffing requirements to offshore BPOs with weekly meetings to review schedule efficiency
• Produced onshore long-term capacity needs in the absence of a Senior Manager

San Diego, CA

• Responsible for forecasting and scheduling of over 100 Inside Sales Customer Service agents handling over 700k calls per year
• Analyzed queue performance to make business process and staffing recommendations to improve the customer experience and reduce department inefficiencies
• Review agent activities and behavior to make best practice recommendations lending to a seven minute improvement to the average speed of answer over the course of six months
• Contributed to the development of Key Performance Metrics for Customer Service department* Responsible for weekly and monthly KPI reporting
• Partner with Sales Leadership to provide agent detail reporting and call recordings for agent coaching and development

Phoenix, Arizona

• Responsible for forecasting and scheduling Technical Support employees in San Diego and Omaha call centers handling 2.9 million calls in 2013
• Analyzed call patterns, trends and seasonal factors to produce yearly, monthly, daily and interval level forecasts while achieving an annual accuracy rate of 96%
• Real-time monitored in-house and outsourcing queues to achieve an 80% or greater Service Level
• Produced two shift bids per year, along with mini-bids, for 230 San Diego and Omaha agents to ensure optimal coverage across the hours of operation and positioning California with the 2nd highest service level in the.
• Partnered with departmental leaders and made staffing recommendations to rank #1 in staff utilization
• Reviewed in-house, insource, outsource performance and made routing recommendations to best utilize in-house staffing and achieve a Net Promoter Score of 34.4% (ranked 2nd)

• Supported over 200 internal customers in two departments via phone and email correspondence
• Coached more than 200 representatives on available resources to improve self-sufficiency amongst the agents as well as the customer experience
• Resolved supervisor escalations for advanced billing and technical support issues with an average quality score of 98%
• Managed two social media forums with a 2-hour service level requirement with over 3,000 viewers

• Consistent top-performer in Quality, Avoidable Truck Roles, First Call Resolution scores
• Participated in the development and training of Cox methods and procedure and soft skills job aids for more than 200 in house agents
• Assisted in the technical training of more than 50 new hire agents
• Served as subject matter expert in the training of High Speed Internet new hires at Plus One vendor site