o Continued previous responsibilities as Salesforce Architect, with a focus on training, Lightning Migration and refactoring legacy applications.o Advised senior leadership on best practices for call center work, including contact tracing efforts, acting as a trusted advisor for contract proposals and rapid staffing growth. o Primarily responsible for Call Center capacity and performance reporting, analysis and demand forecasting. o Acted as technical lead for Contact Tracing in Arkansas, coordinating closely with clinical and technical staff to develop multiple communities and applications to support the effort, as well as supporting on a broad range of technical issues.o Worked closely with IT department in migration to a new modern phone system, building phone system reports for operational and management use. Raised technical or contractual issues before finding and implementing solutions and integrated the system with our revamped Salesforce Lightning environment.

o Successfully managed the merging of multiple inbound and outbound departments into a single call center of ~100 staff.o Improved all performance deliverables, returning them within (and exceeding) contractual requirements.o Implemented modern call center management techniques, training supervisory staff and monitoring performance across the department.o Presented at weekly Arkansas Department of Health meetings on company performance and coordinated responses to any issues arising or contractual changes.o Continued to support and develop with the Business Intelligence team on the Salesforce platform.

o Responsible for managing the rollout of Salesforce company-wide, developing a wide variety of applications including education programs, management tools, utilization management tools and call center software among others. o Selected, interviewed and hired the Business Intelligence team. Directed, coached and evaluated assigned staff. Ensured the quality and accuracy of functions supervised and that staff meet performance goals. o Developed and supported large scale document generation, automation & mailing via DocGen, streamlining business processes. o Created and supported multiple Salesforce Communities, supporting up to 5000 users.o Expanded upon existing integrations to add multiple cross-platform integrations, including a migration to Pardot, secure WordPress integration with the AFMC website and several others.

o Responsible for the implementation, development and maintenance of Salesforce company-wide, with 230 users and over 20 contracts.o Coordinate the development and interpretation of all data reporting requirements. Develop standards of performance and monitor the data development and implementation process.o Select, direct, coach and evaluate assigned staff. Ensure the quality and accuracy of functions supervised and that staff meet performance goals within designated time frame.o Create trend reports for local, state and federal stakeholders. Summarize report results for presentations and utilize for marketing purposes.o Technical liaison on data management issues that affect the day to day operations of customers and colleagues.o Aggregate reporting on Project Management statuses and assist with milestone prioritization.• Key Achievementso Fully redesigned all office procedures, ensuring data loss and poor data management techniques were eliminated while allowing greater and more useful system access to management.o Provided analysis and reporting instrumental in bringing departmental finances from a net loss in 2012 to profit in 2013 and a projected surplus allowing expansion and recruitment during 2014.

o Financial reporting against budgets of up to ~£2.5b, preparing run rate documents and tracking all major initiatives and budget risks.o Authoring presentations for senior level staff boardroom meetings.o Tasked with identifying patterns and behaviors in staffing, including sickness, long term absence and churn.o Responsible for headcount reporting for up to 25,000 staff, including analysis of recruitment and agency staff requirements.o Automation of previously manual reporting.o Ad hoc reporting and identification of possible cost savings in various areas of the business.• Key Achievementso Identified several locations where small movements in staff location would reduce our property bill by ~£2m.o Categorized the function and documented workloads & capacity of 7500 staff, allowing management for the first time to accurately compare divisional effectiveness and levels of operational staff versus support, development and managerial roles.

o Completing end-to-end analysis of current processes and formulating new work measurement standards.o Project leader for a team of clerical staff.o Researching and monitoring large scale data analysis.o Composed and presented project plans and designs to executive level stakeholders.o Developing relationships with stakeholders and chairing project meetings. • Key Achievementso Completely mapped and measured a government-mandated revamp of the bank’s complaints policies and procedures, the largest project undertaken by the area to date.

o Development of Management Information (MI) in all areas of Greenock Mortgage Centre, and accurate methods of assessing telephony agent performance.o Simulating call patterns and administrative task volumes, deriving the required staffing levels.o Holiday planning and management for a centre of 800 FTE, centrally controlled across five departments with separate workload and flexible working arrangements.o Monitoring centre headcount and administering recruitment.o Optimization of Operations processes to remove manual calculation and preparation while improving reporting turnaround time.• Key Achievementso The development of a new statistic tracking tool which introduced manager workload reductions, resulting in financial savings as well as improved staff morale due to more easily understood measures.o Implemented Erlang calculations via self-study, using Poisson distributions to simulate call patterns and derive the required staffing levels needed.