VCU Health | 411 E. Franklin St. Richmond, VA 232192021 - CurrentWorkforce & Reporting ManagerEnvera Health | 1001 Haxall Point Richmond, VA 23219Workforce & Reporting Manager - June 2018 – 2021Manager of 80 employee workforce. Well versed in Verint Monet system and company-wide call system InContact. Manage all PTO requests. Manage all call traffic and prioritization of call volume. Use predictive models to forecast call arrival patterns and volume for a large number of major health systems. Implemented various workflow processes to expedite efficiency and organization.Envera Health | 1001 Haxall Point Richmond, VA 23219Systems Analyst October 2016 – 2018Telephonic and IVR lead in charge of setting up all points of access into call center with over 250 users. Skilled in ACD platform InContact and engineering design lead on all phone routing, scripting and recording using Studio platform. Set up integrations and implementations with a number of major hospital systems and medical practices. Helped in implementing a new phone routing methodology which drastically improved call metrics. Helped develop and integrate an automated survey which collects valuable data that drives major organizational decisions. Lead of the Humanities Committee which works to improve and help our community.