Primary Point of Contact for Customer Experience and Registration departments.Analyze and interpret IDP data to make recommendations for adjustments to staffing levels to ensure service level requirements.Analyzed and presented Weekly Capacity Plans to CX and internal leadership.Department Alvaria and incontact instructor and creates and maintains training materials to lead training sessions for both external and internal groups. Ad hoc projects involving… Show more Primary Point of Contact for Customer Experience and Registration departments.Analyze and interpret IDP data to make recommendations for adjustments to staffing levels to ensure service level requirements.Analyzed and presented Weekly Capacity Plans to CX and internal leadership.Department Alvaria and incontact instructor and creates and maintains training materials to lead training sessions for both external and internal groups. Ad hoc projects involving scheduling, auditing, data analysis, and communicating with leadership throughout the Call Center.Sends out weekly informational emails to the floor.Successfully implemented a Schedule Preference process to help align Agent's desired schedules with business needs. Show less

Primary Point-of-Contact for the Sell to Carvana department.Created and presented Weekly Capacity Plans to internal and STC leadership.Analyze and interpret IDP data to make recommendations for adjustments to staffing levels to ensure service level requirements.Produce reports according to deadlines - attendance, absence, adherence, intraday, and ad hoc reports.Develop strong working relationships with other groups within the organization to ensure efficient and… Show more Primary Point-of-Contact for the Sell to Carvana department.Created and presented Weekly Capacity Plans to internal and STC leadership.Analyze and interpret IDP data to make recommendations for adjustments to staffing levels to ensure service level requirements.Produce reports according to deadlines - attendance, absence, adherence, intraday, and ad hoc reports.Develop strong working relationships with other groups within the organization to ensure efficient and effective problem solving and issue resolution.Create New Hire schedules in accordance to day-of-week distribution data.Lead and delegate duties to a team below me.Real-time assessment of queues for both digi and inbound queues. Show less

Analyzed and presented Weekly Capacity Plans to STC and internal leadership.Maintain various staffing reports and completing ad hoc reports.Audit Trial schedules, live schedules, security profiles, and personal accounts.Real-time assessment of both inbound and digi queues.Primary Point of Contact for the Sell to Carvana department.Creating New Hire schedules in accordance with DOW distribution data.Oversaw shift-bids.Trained newer… Show more Analyzed and presented Weekly Capacity Plans to STC and internal leadership.Maintain various staffing reports and completing ad hoc reports.Audit Trial schedules, live schedules, security profiles, and personal accounts.Real-time assessment of both inbound and digi queues.Primary Point of Contact for the Sell to Carvana department.Creating New Hire schedules in accordance with DOW distribution data.Oversaw shift-bids.Trained newer Specialists on my team. Show less

Spoke on the phone guiding them through either selling our purchasing a vehicle.Helped spearhead the Digital Communications team for Sell to Carvana.Created the canned responses for both the Email and SMS teams.Created the training materials for the Digi team.Trained and coached newer advocates.

I coached the high school school teams for the program. For this, I create practice plans, conditioning drills, and help build leadership and communication skills among the players.

Intern for group fitness coaching