Technical and Reporting:Developed cross-functional Scorecard application and reports for tracking individual and department performance to improve efficiency in management oversight.Implemented Access relational database for tracking escalated loan issues providing greater reporting and trending ability of high priority loan issues.Developed and maintained two major databases to aid in compliance with federal regulation audits.Constructed Employee Data Management System resulting in 70 percent improvement in time required to compile employee performance evaluation information.Developed payroll bonus calculation program resulting in 63 percent improvement in processing. Prepared monthly cost analysis report resulting in the recovery of approximately $18,000 per year from other internal departments.Employee Management and Coaching:Assisted in establishing coaching program to improve employee performance resulting in over 5 percent improvement in individual quality.Recommended and implemented procedural adjustments resulting in significantly improved employee satisfaction.Completed employee performance evaluations and disciplinary action.Defended employment decisions to the Texas Workforce Commission with 100 percent success rate.All aspects of service center productivity tracking and reporting.Workforce Scheduling:Built and maintained call center forecasting and scheduling software which increased productivity by 11 percent through maximizing workforce planning in a high volume inbound call center.Forecasted call volume consistently within 3 percent of actual workload.Specialties: Call center management, Financial industry management, Applications development, Web development, Employee coaching, Workforce scheduling
