Natalie Taylor Email & Phone Number

Charlotte, Nc, Us

Matthews, North Carolina

Charlotte, North Carolina Area

· Provides a great customer and employee experience by effectively delivering real-time (intra-day) management · Optimizes resources to achieve business objectives.· Demonstrates a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations· Provides real-time monitoring via available tools (Aspect eWFM Thick Client, Aspect eWFM Thin Client, Microsoft Excel etc.) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.· Performs continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Microsoft Management to achieve service level goals / business objectives for a multi-site operation.· Maintains constant communication with Microsoft management & engineering teams to coordinate needed staffing adjustments based on current and forecasted results· Generates and evaluates staffing schedules and ensures data updates into Aspect eWFM tool. Generates short and long-term staffing models and provides recommendations based on analysis.· Compares results to forecast and identify opportunities for improvement.· Provides daily/intra-day performance reports to leadership.· Provides on-call schedules for engineers within Microsoft business through Excel. Responsible for building on-call rotations quarterly and sending out on-call information weekly to Microsoft managers. · Maintains responsibility for incoming inbox messages in Outlook marking engineers out of office to reflect real time of day availability in eWFM tool.

Charlotte, North Carolina Area

· Part of a team who helped transfer cases to engineers· Communicated with team members through Microsoft Outlook and Skype for Business.· Responsible for delegating cases to engineers depending on their skill sets and technologies. · Ensured prioritization of cases to ensure each one is handled in a timely response. · Service level agreements (SLA’s) to ensure they are met as necessary· Be the communication liaison between Microsoft engineers and all customers· Make sure all internal processes are handled, for example, US National only cases for government or high security cases which satisfies the customer’s needs and requirements· Maintain that all processes and procedures are handled efficiently and effectively· Utilize certain programs but not limited to Roster Assignment Tool (RAT), Microsoft Excel, Microsoft outlook, Internal process websites, as well as MSSOLVE, where cases are sent to · Provided assistance to Technical account managers, Technical routers, Global CritSit Managers, Service Delivery Managers, as well as managers in each respective Technology field within Microsoft’s programming.

Charlotte, North Carolina Area

· Provided patients with personal hygiene by assisting with daily needs. Also provided activities of daily living by assisting with serving meals, feeding patients as necessary; ambulating, turning, and positioning patients; providing fresh water and nourishment between meals.· Maintained patient stability by checking vital signs and weight; testing urine; recording intake and output information.· Provided patient comfort by utilizing resources and materials; transporting patients; answering patients' call lights and requests; reporting observations of the patient to nursing supervisor.· Documented actions by completing forms, reports, logs, and records.· Protected organization's value by keeping patient information confidential.· Served and protected the assisted living community by adhering to professional standards, community policies and procedures, federal, state, and local requirements.· Updated job knowledge by participating in educational opportunities; reading professional publications; participating in professional organizations; maintaining licensure.