Randall Borror Email & Phone Number

• Partnered cross departmentally with IT and Development teams to ensure that the product meets the needs of the business and is delivered on time while identifying and working to mitigate risks• Schedule and lead Pre-Discovery and Requirement Gathering sessions with stakeholders to ensure that we are migrating for parity• Build and maintain backlog for developer review and ensure items are worked in the proper order• Piloted a new process to integrate SmartSheet into the Product team workflow to streamline and allow visibility into the project• Initiated process to involve business partners to ensure alignment on the needs of the business and meet the MVP

Took position as a Success Metric Analyst to tell the story of the migration from the Avaya & Genesys platforms to AWS through quantifiable metrics and deep dive analysis. • Developed manual dashboards for Executive level consumption of pre & post-delivery metrics across multiple lines of business • Looked for areas of opportunity to improve business metrics by partnering across teams and delivering options to leadership.• Completed and Maintained VCO level dashboard to keep Executive sponsors informed of the progress we were making.

Responsible for addressing issues within CRM tool for assigned states & products from confirmation and reporting of issues to partnering with developers to ensure that the solution will meet the needs of the business. I would further test the fix in lower environments and again overnight after deployment in the production environment to ensure there were no unforeseen impacts. Additional tasks include:• Worked with end users do determine if issue was systemic or procedural and address the concern accordingly.• Part of an overnight deployment rotation to smoke test and ensure no impacts to OMNI from items deployed.• Partner with leadership of designated plans to prioritize backlog of concerns to meet their needs.

Clayton, Missouri, United States

Responsible for meeting with stakeholders and requestors to ensure that the needs are being balanced and prioritized against the current workload of the department. Participate in the development of dashboards for Sr. Executive leadership, and other interdepartmental projects as necessary. • Fulfilling time sensitive requests for operational data. • Creating automated reports and dashboards for health plan and executive leadership consumption. • Balancing hard deadlines to determine that the most business crucial information to get into the hands of decision makers • Assisted in the migration of hundreds of reports and dashboards across a reporting server environment • Spearheaded the creation of a web intake form to develop consistent workflows

Clayton, Missouri, United States

Responsible for monitoring health plan forecasts to make adjustments to standard schedules, offering overtime/leaving early as real time call volume allows. Proactively modify schedules as needed to meet the needs of the business. Provide reporting as needed to illustrate need for changes or ad hoc at leadership (Healthplan or corporate) request.• Use IEX to produce schedules, long and short-term strategic forecasting, track schedule adherence and report delinquencies assign exceptions for approved activities, training, meetings, etc. • Monitor real time call volume and make adjustments as necessary by switching skills, moving breaks/lunches, canceling meetings, offering shift changes and overtime. • Develop and maintain schedules for multiple call queues ensuring that service levels are met and exceeded as well as communicate opportunities for improvement. Produce reports on a daily, weekly, monthly and ad hoc basis for leaders and executives.

St Louis, Missouri, United States

Developed WFM position for St Louis office. Maintained schedules for 30+ associates including time off requests, optimizing schedules, and ensuring people leaders were able to meet their requirement of agent meetings/engagement. • Develop and maintain schedules for multiple call queues ensuring that service levels are met and exceeded as well as communicate opportunities for improvement. Produce reports on a daily, weekly, monthly and ad hoc basis for leaders and executives. • Use Calabrio WFM to produce schedules, long and short term strategic forecasting, track schedule adherence and report delinquencies, manage PTO accrual, assign exceptions for approved activities, training, meetings, etc. • Train new associates to ensure correct usage and understanding of Calabrio WFM, how to submit PTO requests, and respond to follow up questions. • Produce weekly and monthly schedules to ensure correct staffing to maximize time available for PTO, meetings, and training. • Monitor real time call volume and make adjustments as necessary by switching skills, moving breaks/lunches, canceling meetings, offering shift changes and overtime.

Bridgeton, Missouri, United States

Led teams that handled customer chat and co-branded card disputes. Managed and coached teams of 15-30 associates in all aspects of performance. Drive team to exceed service levels and other business metrics by developing methods to improve service such as individualized coaching, productivity-based contests and recognition of accomplishments Resolve escalated customer issues to ensure customer satisfaction. Develop and compile reports and business metrics for meetings, including ad hoc reporting for executives

Bridgeton, Missouri, United States

Oversaw 300+ associates and 30 supervisors on-site as well as up to 1500+ global associates in daily call center operations, ensuring achievements of business metrics. Triage and develop immediate action plans to reduce call volume, including using CMS to adjust skills and allocate resources to areas facing service level challenges. Monitored associate behavior and examined possible issues during peak volume hours allowing the development of a system for associates to swap break and lunch times to ensure appropriate staffing, enabling us to take the calls forecasted and meet service levels. Created and communicated supervisor and associate schedules for training, meetings, and other events to maximize coverage.

Bridgeton, Missouri, United States

Manage and coach teams of 15-30 associates in all aspects of performanceWrite and Administer quarterly performance evaluationsHandle escalated customer issues

Bridgeton, Missouri, United States

Worked with customers to answer questions they had regarding their credit account, process credit applications and additional tasks as necessary

Contacted customers with past due accounts and make arrangements to bring the account current

Assisted patients with over the phone prescription refillsContacted doctor offices to arrange necessary prescriptions

Performed contract archaeology excavations in compliance with federal land use requirements Maintained detailed records of each excavation to comply with federal laws

Associate Of Arts (A.A.), Web Design

Business Administration

Activities and Societies: Rotary Exchange Student to the city of Kalmar, Sweden

Education record