Lisa Murphy Battaglia , Mba Shrm-Cp Email & Phone Number

Orlando, Florida, United States

Orlando, Florida, United States

Orlando, Florida, United States

Blue Cross/Blue Shield Of Mi

Orlando, Florida, United States

Provided dedicated focus to the instantaneous execution merging contact volumes, staffing levels and agent productivity, ensuring both service and operational targets are concurrently achieved to provide consistent and harmonious contact experience across the company. I observe incoming call volumes, proactively anticipate outbound volumes, and rapidly align appropriate resource allocations to meet demands. Provided end of day reports to center management on call trends, productivity, key performance indicators, and ad-hoc reports as requested. Documented and communicated all daily absenteeism, FMLA and tardy, updated in the AFM system per agent.• Monitors real-time contact volumes, calls waiting and agent handle times• Evaluates staffing levels and agent productivity• Observes non-phone activities (shrinkage) to plan• Adjusts real-time to accommodate variances to plan or other events• Provides triage support for phone and WFO system outages• Supports department manager when out of the office

Orlando, Florida Area

Responsible for scheduling, attendance, timekeeping and payroll records for over 200 staff in an inbound call center. In addition to scheduling, my role is to track the real-time adherence for agents and monitoring call volume on a daily basis. As needed, assist with IT issues and take managerial calls with guests.• Data analysis• Create weekly, monthly and yearly forecasts in order to staff accordingly• Assists with interviewing, hiring, promotions and performance reviews• Processes terminations• Processes and maintains employee records pertaining to new hires, benefits, training and leave of absence• Competent in the use of all Microsoft programs, multiple HR software programs, including SAP, Kronos, ADP and TMM

Orlando, Florida Area

Awarded a federal contract through the National Equal Employment Investigative Services Office. Conduct equal employment opportunity investigations within various federal agencies, including but not limited to the following, the United States Postal Service, State Department, Environmental Protection Agency, United States Department of Agriculture, General Services Administration, Department of Justice and Department of Education. Used my investigative skills and human resources knowledge to conduct investigative interviews, complete affidavits and gather documentary evidence to prepare a concise, thorough written investigative report, with a conclusion and a recommendation based on current law.• EEO Investigator• Extensive knowledge of employment law• Complete thorough, concise discrimination investigations

Orlando, Florida Area

Provided supervision and training to front end staff, including assigning employees to specific duties to best meet the needs of the store. Completed daily registering and store open/close functions. Trained new employees in regards to the register software and company sales processes, including daily sales drawer balancing. Guided and advised customers in product selection, ensuring great customer service and repeat customer business. • Supervised a department of 20 to 25 staff• Ensured they were trained and oversaw their daily sales• Managed cash deposits• Provided customer service

Selected by Executive Director in 2006 to create, build and manage a new unit to concentrate on Fair Housing education, outreach, and investigations. Successfully streamlined intake and investigations in order for a unit of three investigators to complete more housing cases than the organization as a whole had previously been able to. Multi-tasker, in addition to leading Fair Housing unit, continuing to aid organization in investigating EEO cases in order to meet our federal contract. • Drove deadlines and objectives for staff to meet aggressive schedules• Generated additional revenue by meeting federal bonus goals• Created relationships with landlords, realtors, and property management companies• Furthered the organization's relationships and reputation within the local community and throughout the state

Masters Of Science Management And Leadersip, Human Resources Management And Services

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