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.

• 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

• 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

• 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.