Lead Nationwide Dispatch Operations to ensure on time delivery and efficient routing of orders. Administrator for Click Field Services Software and Ring Central/Nice CXone Contact Center, providing support to all Field and Contact Center Operations. Lead numerous projects to improve service, reduce cost and implement new technology.Responsible for workforce management, reporting, analysis, budget management, and strategic planning.

Administrator for Click/Service Edge, Cisco UCCX and Finesse, SharePoint and other Contact Center Systems providing support for all Field Service Operations, Dispatch and Customer Service.Support Customer Service and Dispatch for workforce management and reporting.Participate in project teams to implement new and update existing technology.

Responsible for analyzing capabilities of current and available contact center desktop solutions, recommending a solution, and managing the implementation of that solution. Development of a new knowledge management solution utilizing SharePoint Analysis of Call and Email data and developing multi-site schedules. Creating custom reporting solutions to provide improved information to manage the contact center operations.

Responsible for numerous cross functional process improvement projects to reduce cost and improve service related to order fulfillment. Project lead and Super User for Microsoft Dynamics AX implementation. Oracle Super User and subject matter expert related to system setup and ATP. Forecasted and managed department budget and expense. Performed analysis and reporting for senior management. Successfully managed large scale product allocations during shortage periods.

Responsible for leading a team of 45 management and associate employees, and two outsource vendors to handle over 40,000 customer interactions per month, and to meet all quality and efficiency metrics. Duties included hiring, scheduling, performance development, reporting, vendor management, project management and technology support. Forecasted and managed department budget of over $6 million. Improved automation of processes and reporting to provide better tools and information at a reduced… Show more Responsible for leading a team of 45 management and associate employees, and two outsource vendors to handle over 40,000 customer interactions per month, and to meet all quality and efficiency metrics. Duties included hiring, scheduling, performance development, reporting, vendor management, project management and technology support. Forecasted and managed department budget of over $6 million. Improved automation of processes and reporting to provide better tools and information at a reduced cost. Project lead for implementation of a new telecom system and served as administrator once implemented. Show less

Responsible for all forecasting, budgeting, and scheduling for the Customer Service department. Created daily, weekly and monthly reporting packages to track agent, team and department level results to support the department and senior managers. Provided support for our telecom system managing all queues, agents, prompts, automated surveys and routing.

Responsible for coaching and developing a team of 15-20 Customer Service Representatives to meet or exceed all quality and productivity metrics. Managed daily schedules to balance service level and cost. Responsible for resolving all end consumer complaints for the organization. Managed the Warranty/Returns process for End Consumers.

Led a team of up to 550 management and associate employees. Responsible for day to day operations of a call center to insure quality and efficiency standards were met. Managed an operational budget of over $16 million dollars annually. Performed administrative and human resource management functions including staff scheduling, corrective/disciplinary counseling, absence administration, training and development, approval of time, and facilitating grievance process. Collaborated with other… Show more Led a team of up to 550 management and associate employees. Responsible for day to day operations of a call center to insure quality and efficiency standards were met. Managed an operational budget of over $16 million dollars annually. Performed administrative and human resource management functions including staff scheduling, corrective/disciplinary counseling, absence administration, training and development, approval of time, and facilitating grievance process. Collaborated with other Verizon departments to resolve issues relating to Building Maintenance, Customer Service, Safety, Security, Payroll, and Technology. Participated on numerous project teams to provide new services, serve new customers, and upgrade and maintain computer, network and power systems. Exceeded all contractual and Public Utility Commission requirements for answer time and customer service. Show less

Managed force to load requirements for a team of up to 550 employees while ensuring all public utility commission and contractual answer time requirements were met. Assisted with managing of center’s operational budget, and reported all operational results for the district. Administered various office recognition programs including the Operator Incentive Plan. Collaboratively designed and implemented the Operator Services Attendance and Data Tracking System which increased efficiency saving… Show more Managed force to load requirements for a team of up to 550 employees while ensuring all public utility commission and contractual answer time requirements were met. Assisted with managing of center’s operational budget, and reported all operational results for the district. Administered various office recognition programs including the Operator Incentive Plan. Collaboratively designed and implemented the Operator Services Attendance and Data Tracking System which increased efficiency saving approximately $288,000 from 1999 to 2006. Performed administrative functions related to attendance tracking, benefits, payroll administration, ADA, FMLA, Short Term Disability, Worker’s Compensation, ergonomics and safety. Assisted with Systems Support issues including desktop computer, printer, and network problems, created and provided support for database applications for attendance tracking and other center data. Show less