*Public Trust Security Clearance (2017)Monitored call volume and staffing data to ensure Customer Service Representatives are performing in accordance with established quality and performance standards. - Produced WFM reports, attendance, adherence, intraday and ad hoc reports. - Ensured planned time availability to support the business needs, employee development, team meetings. - Maintained WFM Systems with real-time exceptions. Reskill agents in real-time to add… Show more *Public Trust Security Clearance (2017)Monitored call volume and staffing data to ensure Customer Service Representatives are performing in accordance with established quality and performance standards. - Produced WFM reports, attendance, adherence, intraday and ad hoc reports. - Ensured planned time availability to support the business needs, employee development, team meetings. - Maintained WFM Systems with real-time exceptions. Reskill agents in real-time to add, change or remove skills to meet demands of business and improve service quality. - Ensured accuracy and timeliness of data by working time-off, schedule changes and other requests. - Compiled historical trends of contact distribution, AHT, contacts per hour, agent productivity. - Performed on-going analysis including tracking analyzing performance by individual and by team reporting actual performance to standards; analyze performance trends and impact on goal achievements. - Communicated with management to aid in resolutions to concerns affecting Contact Center personnel, staffing or scheduling. - Provided guidance and work leadership to less-experienced staff with supervisory responsibilities. - Participated in special projects, i.e. The Team Playbook to guide leaders through a strategic decision making process for unforeseen situations; systems failure, power outages, threats or pending natural disaster (such as fire or tornado) by providing a specific action relative to the event. Show less

- Created and distributed employee communications and information packets for new employees and facilitate On-boarding and Employee Orientation- Led group discussions. Facilitated dialogue on employee/employer concerns, assist in interpretation, explanation and clarification of Departmental and Company policy- In-depth review of timesheets for accuracy prior to close of payroll- Prepared separation documents in collaboration with management team and Company Policy.- Liaised with… Show more - Created and distributed employee communications and information packets for new employees and facilitate On-boarding and Employee Orientation- Led group discussions. Facilitated dialogue on employee/employer concerns, assist in interpretation, explanation and clarification of Departmental and Company policy- In-depth review of timesheets for accuracy prior to close of payroll- Prepared separation documents in collaboration with management team and Company Policy.- Liaised with internal Subject Matter Experts to ensure effective execution of all policies and practices including Attendance, Vacation, Employee Benefits, Disability, Worker's Compensation, FMLA and LOA- Performed DMV-Department of Motor Vehicles audits- Effectively coordinated training events in a corporate setting and worked as a team member to conduct training- Acquired temporary housing and allocated per diem for personnel- Developed relationships with leadership, human resources and members of the Development and Learning team- Provided guidance on administrative practices to leaders regarding organizational, cultural and other changes that impacted employees- Managed specific projects as determined by HR services and participated in cross functional initiatives- Worked as part of a team on large document collection project for information verification- Composed correspondence, presentations, and reports using a variety of Microsoft computer software- Contacted customers to confirm service installation via on-line and SmartChat software with Customer Resource Center- Expedite service requests, cancel or reschedule appointments.- Performed confidential administrative dutiesAbout me…I enjoy communicating with people and learning about their unique skills and diverse ideas. Show less

Responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management for the purpose of optimizing resources to achieve business objectives. Functional responsibility included the ability to demonstrate a strong understanding of planning , service performance and staffing requirements. Monitor intraday performance and update schedule changes (training, attendance, etc.) in real-time to support contact center… Show more Responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management for the purpose of optimizing resources to achieve business objectives. Functional responsibility included the ability to demonstrate a strong understanding of planning , service performance and staffing requirements. Monitor intraday performance and update schedule changes (training, attendance, etc.) in real-time to support contact center operations. Analyzed call center volumes and patterns to optimize staffing levels through strategic analysis of historical trends and additional call center metrics. Facilitated discussions with management regarding the importance of the data and its effects on the organizations success. Reversed negative trends in AHT and overall performance by proactively identifying concerns to achieve service level target.Responded to intra-company and external inquires. Scheduled discretionary activities as business needs permitted. Strong analytical and technical aptitudeEmpowered to make data-driven decisions. Show less