Working as part of the WFM Leadership Team, I direct the structure and management of all KPI reporting for Contacts, Compliance and Agent metrics as well Intraday Staffing Analysis Intelligence. I have built and managed the Intelligence segment of the Government Business Division of Workforce Management as well as guide and manage change control for all Workforce systems and processes that impact the data and reporting required for Staff Planning and Intraday Management.

Workforce Manager for Government Business DivisionManaged/Directed Forecasters, Schedulers and Real Time Analysts as well created the Intraday Reporting and Intelligence Team. Project Lead and directed best practices configuration for the current NICE Workforce Management Platform.

Workforce Management Systems consulting, engineering, implementation and integration-Guided Several Wells Fargo Lines of Business through the transition to new Aspect Workforce Management from NICE Workforce Management.-Guided best practices for configuration and integration of the Workforce Management System-Trained Users on all modules in the WFM Software Package and provided ongoing support on use, best practices and technical issues.-Maintained and Configured the Testing/Back Up Environment.

Managed Aspect Contact Center Client Implementations for Workforce ManagementConsulted with client Workforce Managers on best practices for managing contact center workforce and identifying key metrics impactsTrained clients on the configuration and day to day use of Aspect Workforce Management Forecasting, Scheduling, TrackingTraveled to client sites to do training, support, implementation and consultationFrom 04/2017 – 06/2017 continued to do freelance consultancy and client work as a subcontractor

Managed Workforce Management and Business Analytics Team for Billing and Technical Business units Consulted/Coached Contact Center Employees and Managers on key metrics impacts and how to best assess contact center agent behaviorPerformed call volume forecasting, Agent/FTE requirements forecasting, project forecasting/resource estimationsManaged Timesheet submissions for the Contact Center

Hired, managed and trained forecasters, schedulers and analysts for the Midwest RegionCoached contact center agents and managers on key metrics, performance and agent behaviorDeveloped short, mid and long range forecasts, budgets and schedules and provided data analysisKey vendor contact for contact center technologies and outsourcersProduced compliance reports for city government Franchise AuthorityPresented at company wide summits on Contact Center best practice and implementationsActed as key analyst to multiple contact center directors and Regional Vice PresidentCustomer service and administrative functions for contact center (1997-1998)

Managed Outbound Call Center of 10-15 Direct Marketing Agents. Hired, developed and trained marketing agents, designed incentive and commission structures, maintained and compiled key metrics on all agents and the department.

Production assistant on Afternoon and Evening Newscasts, "Sports Locker,"and various other specialty news events and programsDuties: Operated Cameras, Operated Soundboard, Served as Floor Director, Prepared Scripts.