Quasheda Wheeler-Covington Email & Phone Number

Charleston, South Carolina, United States

North Charleston, South Carolina

Perform confidential, detailed, daily tracking of 200+ employee’s attendances. Ensuring company-wide consistency related to exceptions for paid time off and corrective action administration. Educate employees on tracking paid time off availability for a successful attendance record.• Audit and maintain timesheets for over 200 employees in PeopleSoft Time and Labor and VZ Time; validate and approve timesheets as needed to ensure proper, timely pay.• Facilitate weekly meeting with upper management to ensure all departments aware of outlier absentee employees.• Utilize National Attendance Tool to analyze attendance trends, create and update corrective action documents and present findings to leadership with recommendations to change current trend patterns for over 200 employees.• Work with MetLife/Sedgwick, the Company's disability insurance vendor, and management within a timely manner to resolve issues related to STD/FMLA claims.

Elgin, South Carolina

Collaborated with center leadership on the day to day staffing activities, forecasting, and scheduling for over 1200 employees. Analyzed and incorporated key business drivers, initiatives, and growth into the demand forecast.• Conducted quantitative and qualitative analysis on a daily basis for 22 Directors and four (4) area presidents to produce and distribute daily, weekly and monthly ad hoc reports • Used IEX to create the schedules of over 1200 employees and supervisor for semi-annual schedule bids.• Created New Hire Power Point Presentation that was used in 9 call centers to train new employees on all performance agreement metrics tracked by the Workforce Planning and Analysis Team.• Created manual which ensured appropriate training and on-boarding process for 30 new hire Workforce Analyst• Conducted trainings to new hires on topic of company’s Adherence, Average Handle Time and Occupancy goals.• Published bi-weekly newsletter communication sent out to over 40 Workforce Coordinators.

North Charleston, South Carolina

Created, implemented and maintained training materials for over 600 employee, supervisors, and managers to help increase performance and deliver a return on investment. Analyzed trends to determine training priorities and needs.• Managed Learning Management System to maintain training records for over 600 employees, increasing center training completion rate to 95% and reaching the highest completion rate in North East Area.• Facilitated initial mandatory Compass Embedded Training for over 600 employees.• Planned and facilitated 6 week training sessions for over 200 new hires by collaborating closely with Senior Leadership, HR and Customer Service Agents.

Elgin, South Carolina

• Assist customers though email correspondence initiated through company website• Serve as last point of contact for customer before escalating to Executive Relations• Drafting and presenting reasonable and logical agreements between customers and company• Researching and providing legal binding documentation to assist with customer account inquiries and complaints

Elgin, South Carolina

Worked with inbound phone calls, social media and other forms of communication to provide solutions, recommendations and product information to customers. Investigated and followed up on questions to resolve customer concerns in an accurate and timely manner. • Researched and drafted legal binding correspondence to assist with customer account inquiries and complaints.• Used excellent interpersonal, verbal and communication skills to assist over 50 customers a day with all billing and complex equipment issues.• Assisted with reducing team repeat caller percentage by 3 percent.• Served as Project Team Lean on Global Phone Rental Program, which assisted over 10,000 customers with ordering global capable devices and data plans used for traveling.