Ron B. Email & Phone Number

Orlando, Florida, United States

• Technical Sales Expertise
• Demonstrate expertise in technical sales, positioning, and articulating technology and product offerings.
• Lead strategic technical initiatives and conduct thorough discovery and needs analysis.
• Coordinate solution development through comprehensive discovery and requirements gathering.
• Deliver personalized demonstrations and validations, ensuring alignment with customer requirements.
• Manage design documentation and interpret customer… Show more Technical Sales Expertise

Lake Mary, Florida, United States

• Director of Six Teams: System Operations, Real-Time Analytics, Time & Attendance, Scheduling, Planning, and Business Analytics
• System Operations: Oversee new hire onboarding system access, IVR maintenance and enhancements, department SharePoint administration, system escalations management, and WFM platform administration.
• Real-Time Analytics: Manage real-time intraday agent adherence, call volume queue, VTO, system escalations, and interval KPI reporting.
• Time &… Show more Director of Six Teams: System Operations, Real-Time Analytics, Time & Attendance, Scheduling, Planning, and Business Analytics
• Time & Attendance: Handle attendance line management, reconcile time between WFM scheduling and timecard tracking platforms, approve timecards, and track absenteeism.
• Scheduling: Conduct schedule needs analysis, shift bids, coverage optimization, and training schedule management.

Orlando, Florida

I have several years of experience as a Leader of Workforce Management in high-volume contact centers. My responsibilities have included:Leading a team of Workforce Management Specialists and overseeing all aspects of the workforce management function, including planning, staffing, monitoring, optimizing, reporting, and evaluating.Developing and.

Greensboro/Winston-Salem, North Carolina Area

• Develop operational strategies by conducting needs assessments, performance data analyses, capacity planning, and cost/benefit analyses for the Carolinas’ regional market.
• Provide budget modeling for forecasted call volume, workforce management staffing models, headcount tracking, attrition models, hiring plans, and BPO vendor outsource support.
• Prepare end-of-month performance reports summarizing data and trends.
• Manage vendors by providing intraday, daily, and monthly call… Show more
• Manage vendors by providing intraday, daily, and monthly call volume forecasts, KPI performance reviews, and staffing ramp strategies. Show less

Greensboro/Winston-Salem, North Carolina Area

• Oversee operations management and scheduling for a call center with over 400 agents.
• Create and administer shift bids to close coverage gaps and align schedules with forecasted volume patterns.
• Enhance employee morale and work experience by automating scheduling for overtime, voluntary time off, and mini schedule bids.
• Serve as Data & Analytics Reporting Manager, developing tools for pivotal data analysis and KPI validation for the Carolinas’ regional Customer Care… Show more
• Serve as Data & Analytics Reporting Manager, developing tools for pivotal data analysis and KPI validation for the Carolinas’ regional Customer Care division.
• Develop and deploy annual KPI performance evaluation matrices for all Customer Care departments (4 call centers, ~1100 employees) in the Carolinas for fiscal years 2014 and 2015. Show less

greensboro/winston-salem, North Carolina Area

Jacksonville, Florida Area

• Develop and analyze capacity planning strategies for global call center operations comprising approximately 3,000 agents.
• Propose solutions and build concise business cases to maximize operational efficiencies and meet financial objectives.
• Create new capacity plan models for securitized collections operations, replacing virtual trend assumptions with real KPI drivers to optimize efficiency. The new models reduced staffing needs by approximately 550.
• Create new capacity plan models for securitized collections operations, replacing virtual trend assumptions with real KPI drivers to optimize efficiency. The new models reduced staffing needs by approximately 550.