Shamia E. Email & Phone Number

New York, New York, United States

Conshohocken, Pennsylvania, United States

-Supervise a team of 10 employees responsible for forecasting, scheduling, and reporting.- Develop and implement workforce management strategies to optimize efficiency and minimize costs.- Monitor and analyze data to ensure the accuracy of forecasts and schedules.- Collaborate with IT/Networking to ensure that the workforce platforms are up to date with any current updates/patches.- Conduct regular performance evaluations and provide coaching and feedback to team members.-Assisted in forecasting and scheduling of call center agents to ensure optimal staffing levels.- Analyzed and reported on key performance metrics to identify areas for improvement.- Collaborated with Payroll/HR to ensure that budgeting aligned with business needs.- Assisted in the development of workforce management strategies and processes across the business.

Conshohocken, Pennsylvania

* Evaluating data compiled over time for trends in call center metrics, staffing, volume, and activities to identify patterns to identify causes and present solutions.* Forecasting employee attrition rates based off of historical data to determine when new groups will need to be hired to maintain a minimum service level mandate while balancing the staffing to not be overstaffed.* Prepare reports as required on a daily, weekly, monthly, and quarterly basis to management as it relates to productivity, overtime costs, headcounts, and center call volume.* Identify issues, analyze available data and information* Ensure that all employee records in the Enghouse databases are accurately updated. • Monitors calls in queue, excessive talk time, agents in an extended aux status • Monitors break and lunch schedules, tardiness, and or early departures due to sickness or family emergency to ensure proper staffing levels and adherence• Conduct analysis and recommend solutions to real-time performance issues• Analyze past call volume, interval arrival patterns and staffing patterns and provide monthly and other long-range forecasts consisting of required staffing levels to ensure service goals are met • Provide senior level assistance to Team Manager in reviewing agent requests for time off such as vacation and personal days

Conshohocken, Pennsylvania

•Monitor call volume•Monitor email volume•Monitor schedules•Monitor WFM inbox•Accountable for the department adherence goal•Providing feedback on the call center call trends and call volume·•Assign daily task, monitor and manage direct reports.•Delivers daily summaries of call volume to Management team.•Manage call center capacity and make adjustments based on trends and real time adjustments.•Process time off request, change and assign allotments slots within WFM guidelines.•Stay Current on issues potentially impacting my team/peers/department, including industry and marketplace trendsSystems:Touchpoint, Enghouse, Snapshot,CRM, Word, Lync, PowerPoint.

King Of Prussia, Pennsylvania, United States

Manage a case load of 15/20 high tech patients. Initiate new and concurrent authorization requests to insurance payers for Home Infusion Therapy.Completes follow-up on pending and or expired authorizations.Review authorization approvals and denials for accuracy and initiate appeal process until the case is overturned, appeal options are exhausted, or a decision is made to discontinue the process.Documents details of all calls, faxed, and email communications in CPR+ per SOP of the department.Maintains documented record of approved/denied authorizations in the patients’ chart for reference.Maintains strict confidentiality and adhere to HIPPA guidelines and regulations.Maintains a broad range of knowledge of insurance plan requirements, medical terminology, government regulation, and codes.Timely follow-up and response for all quality reviews.Work as a team player and shares knowledge gained per insurance updates ad communications with management and team members.

Bachelor Of Business Intellegence & Analytics, Business/Commerce, General

Radiology Technology Cert, Radiologic Technology/Science - Radiographer