A dedicated expert in Workforce Management. Highly experienced in the analytics of call centers, from forecasting to execution. Several years of experience within IEX, Genesys, Avaya, Five9, and several proprietary systems. Within my current position I assist in leading a team with which we forecast, analyze, schedule, and optimize our call center metrics to ensure peak performance of our operations so that we may meet the ever growing needs of clientele. I am capable of working on-site or remote, and regardless of where I work I will ensure our team works together as a happy and stable unit!
Listed skills include Amazon Web Services, Customer Satisfaction, Customer Service, Solution Architecture, and 8 others.