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 enterprise• 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)• Attended weekly staff meetings with supervisory team and identified opportunities to reduce unproductive agent activities• In 2012, streamlined the department shift bid and reduced processing time by 2-weeks • Participated in weekly meetings with Training, Marketing and Omaha insource business partners to identify business impacting events and make staffing adjustments to ensure optimal customer experience

• 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