Pamela Bennett Email & Phone Number

Develop, manage, and lead consulting engagement teams for Queue-2 Consulting, which includes, assessment, evaluation and presentation of recommendations to enhance alignment of call center operations to client’s business strategy. Accountable for overall profitability, revenue growths, and customer satisfaction with a focus on unified communication, agent effectiveness, call center operations, engagement leadership, coaching, project management and technology.• As entrepreneurial leader, developed and successfully implemented business plan.• Successfully attained 100% of annual revenue target 3 months ahead of schedule.• Successfully attained 95% customer satisfaction rating.

Fort Worth, Texas, Us

Workforce Management / Resource ManagementDefine, implement, and manage resource service delivery for the Delivery Transformation Professional Services business unit. Accountable for development of customer engagement metrics, cross organizational workflow documentation, forecasting and capacity management tools. Developed and deployed forecasting tool for efficiency modeling to maximize resource customerengagement utilization of Professional Services Central Pharmacy Delivery teams Successfully implemented Customer Engagement metrics for Professional Services weekly reporting Successfully designed, and implemented workload balancing matrix for Central Pharmacy portfolios

Cape Coral, Florida, Us

Contact Center Consulting, Process MappingDevelop, manage, and lead consulting engagement teams for Insite Managed Solutions, which includes,assessment, evaluation and presentation of recommendations to enhance alignment of business operations toclient’s business strategy, in addition to cultivation of pull-through opportunities. Accountable for overall portfolioprofitability, revenue growth, and customer satisfaction with a focus on unified communication, agent/team effectiveness, contact center operations, engagement leadership, coaching, project management and technology. Successfully attained quarterly revenue target Successfully attained exceeds customer satisfaction rating

Reston, Va, Us

Capacity and Resource ManagementLake Mary, FL June, 2017 – PresentDefine, implement and manage a forecasting and resourcing unit in support of cloud service delivery teams to meet/exceed contracted service delivery targets which includes forecasting, resource planning skill management and risk mitigation for Cloud Business Unit service delivery organizations. • Operationalized resourcing, skill management, and forecasting process to assist in successful delivery of cloud onboarding, and ongoing planned maintenance and support• Operationalized forecasting model to assess operational capacity and mobilize operational capacity for US, India, E2AP solution engineering and application engineering teams• Implementation of skills matrix to fully assess and manage resource pool capabilities and automate resource assignment based on skills and operating capacity

London, Gb

Plan, manage, and deliver against $61.5M budget to meet/exceed contracted service delivery targets which includes financial cost center management, resource planning and risk mitigation for Emerging Solutions and Canada Customer Service organizations. • Effectively identified, managed, and leveraged productivity levers to deliver $5.5M in cost reduction • Strategically planned and delivered cost avoidance plan to minimize contractor expense; resulting in $213K annual savings per business group • Operationalized long range plan from budget planning to delivery for targeted WIN’s including projected staffing demand, push of targeted budget expense dollars, and effective management of productivity levers to maximize savings

Business Administration, Management And Operations

Bs, Geography / Urban Studies

Mba, Business

Executive Mba, Business Administration, Management And Operations