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 • 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 requirements with targeted questioning. • Provide compelling technical presentations and demonstrations, addressing customer challenges effectively. • Collaborate closely with sales teams and respond to functional and technical elements of RFIs/RFPs. • Possess extensive knowledge of on-premise environments and SaaS hosting options. Show less

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 • 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 & 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. • Planning: Perform short/long-term forecasting, capacity modeling, shrinkage tracking, headcount reconciliation, attrition tracking, FTE requirements, and new hire staffing plans. • Business Analytics: Provide CRM reporting, historical trends analysis, performance scorecard management, cost analysis, benefit realization, and customizable ad hoc reports. Show less

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 implementing workforce management strategies and tactics to meet service level goals and improve overall… Show more 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 implementing workforce management strategies and tactics to meet service level goals and improve overall performance.Collaborating with other departments, such as training, quality assurance, and IT, to ensure seamless integration of workforce management practices and technologies.Providing guidance and mentorship to the Workforce Management Specialists and fostering a culture of continuous improvement.Analyzing performance data and creating reports to share with senior management and other stakeholders.Staying current on industry trends and developments and identifying opportunities to improve workforce management processes and technologies.Throughout my tenure, I have gained a deep understanding of the life cycle of workforce management in a contact center, and developed a wide range of skills, including leadership, strategic thinking, performance monitoring, and data analysis. I have also demonstrated a strong ability to work effectively in a fast-paced, high-pressure environment and have a successful track record of leading teams to meet and exceed performance goals. Show less

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 • 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 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 • 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 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 agents, resulting in annualized… Show more • 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 agents, resulting in annualized savings of about $20 million. Show less