Roxanne Epp Email & Phone Number

- Achieved 3.3% volume forecast accuracy for multi-channel environment utilizing time-series and historical data analyst which was above goal of 5% forecast accuracy- Key role in the successful implementation and administration of Calabrio WFM to ensure smooth transition from Verint. Achieved 100% on-time go live - Presented data-driven insights and strategic recommendations to leadership team, facilitating informed decision-making and optimized workforce management operations

• Developed long-term forecasts and capacity planning for Contact Centers based on customer requirements and historical trends• Achieved 2.7% Service Level forecast accuracy, exceeding the goal of 5%• Provided strategic staffing recommendations to improve resource utilization and meet Service Level objectives

• Created and maintained accurate short-term forecasts to meet Service Level targets• Achieved 4% call volume forecast accuracy for 12,000+ transactions daily• Developed staffing scenarios for Senior Leadership to balance cost and service based on seasonality

Created and published timely, accurate and optimized schedules for 175+ team members with multiple skill sets to ensure staffing levels maintain a balance between cost to serve and the customer experience• Utilized broad scope of industry knowledge toward analyzing and reporting workforce trends. Served as a trusted advisor and business partner to senior management• Monitored intra-day service level and collaborated with leaders to meet service level goals• Forecasted transactional volumes, handle time and staffing factor to provide an accurate forecast for all stakeholders• Created and analyzed short-term forecasting and staffing scenarios to ensure resource optimization• Educated senior management on scheduling practices and software information to enable leadership decisions• Utilized statistical and analytical skills to proactively provide strategic recommendations to leadership and to improve resource utilization and performance

Administered creative scheduling solutions to increase contact center staffing productivity including flex scheduling, split scheduling and rotational scheduling• Provided recommendations and short-term scenarios for staffing and scheduling to business partners to optimize efficiency• Managed paid time off to ensure staffing levels are in alignment with service level goals• Key role in the implementation of standard, automated request form for processing schedule exceptions that provides visibility for reporting and increases first contact resolution• Received and reacted to intra-day changes to the business and partnered with leadership to fill schedule gaps• Recommended permanent solutions to balance cost to service level relationship• Identified Continuous Improvement opportunities in daily work, providing recommendations on how to support and implement solutions

• Led the Catalog Distribution Process, implementing improvements that reduced return rate from 6% to 4%, saving over $450,000.• Identified improvement opportunities for SAP CRM and Sales Mobility solutions.• Key role in Sales Productivity Management Initiative, deploying surveys and facilitating training sessions.• Developed and deployed Territory Sales Training Plan, focusing on Pricing, Quoting, and Catalog usage.