Neil Glaser Email and Phone Number

• Responsible for planning and managing of intraday service levels, minimizing shrinkage, AHT, CRT and ASA while staffing to meet online rate and agent occupancy goals in large call center environment• Built strong relationships with internal customers to ensure delivery of relevant reporting information to operational teams and management focused on efficiency metrics using:• Cisco call center suite integrated with Verint and eGain call routing, agent skilling and analytics. Prior to Verint conversion, used Avaya, CMS, eWFM and other available tools for data analysis and trending• Data Analysis combined with persuasive business presentation skills to operations partners and management using MS Office Tools, Power BI, SQL, coupled with compelling visual representations to convey the message and summarize key data points with associated performance impacts. Evaluate and propose alternative strategies to reduce business inefficiencies to ultimately improve overall performance• Model center data to optimize call center resources for bidding, agent schedules, training and meeting cycles based on trending historical call and current or projected FTE information. Forecast call volumes to better match resources during seasonal peaks/valleys for flex schedules, overtime, and voluntary time off. Postmortem reviews to evaluate successes and more importantly “lessons learned” to fine tune future projections and desired outcomes• Consistently exceeded metrics year over year. Of approximately 110 enterprise analysts, ranked as #1 Analyst in metric scores nine of the past twelve months. Ranked in top quartile in performance goals over last five years

Managed multiple projects, defined, and implemented business process improvements (both above and below wing) for Delta’s international passenger service operations.Responsibilities included overseeing all Airport Customer Service aspects ofDelta’s worldwide airline partnerships with the SkyTeam Alliance and non SkyTeam (codeshare partners) carriersCoordinator, Business PartnersHandled all facets of contract outsourcing process from RFP through negotiationand ultimately to execution of agreements. Monitored SLA (post-contract award) for metrics to ensure compliance with RFP requirements