Shannon Terry Email & Phone Number

New York, New York, Us

Responsible for oversight of the Workforce Management team, ensuring superlative support is provided to business operations through delivery on key service level targets across phone, chat and back office functions. Partner with business stakeholders and operations management teams to proactively identify workforce management related improvement opportunities and drive relevant initiatives. Maintain provisioning process and relevant workflows to deliver efficient and systematic onboarding for new hires and internal transfers.

Chicago, Il, Us

• Maintain full responsibility for the delivery of accurate forecasts, driver analysis, capacity planning and the coordination of all call center and back-office/processing operations resources to address business needs.• Drive the achievement of key service level agreements (SLAs) in the most efficiency, cost effective manner possible in line with budget targets.• Continually monitor all workforce planning-related issues including staffing, scheduling and forecasting systems and policies and procedures.• Oversee the justification, approval and scheduling of all hiring and the training of all staff across the division. • Partner with business and finance to analyze labor costs for employee and supplier resources. • Develop and implements strategies, tools and processes to drive improvements in workforce planning, workload forecasting, capacity and attrition management. • Work in collaboration with business, finance and human resources teams to develop and execute robust workforce strategy and to plan and consult on workforce strategies to proactively address resource gaps.

Baltimore, Maryland, Us

• Manage the workforce of 12 multi-channel call centers worldwide representing 20M calls annually, including 200+ skills and 2,000+ representatives.• Lead a team comprised of 17 workforce management personnel across 7 locations that provides support to 25 departments in 10 separate locations worldwide with 900+ agents handling 1M calls per month.• Oversaw 2 high profile project that results in additional lines of business being supported by the team including one with the internal help desk that provided recommendation on staffing and optimized shifts. • Supported a large business acquisition with 90+ clients and an estimated annual call volume of 260,000+.• Played a key role on a key enterprise initiative to replace the existing IVR system to a natural language IVR that allows callers to create and use voice passwords for authentication to allow secure access to their accounts.• Maintain budget and expense management valued at $20M for telephony, WFM software and print and postage related expenses. Key achievements have included:- Implemented strategy that successfully reduced costs by $300,000 in the past 2 years through the consolidation of phone skills and the decommissioning of inactive skills.- Transformed the workforce management team by streamlining processes, leading to efficiencies that resulted in $165,000 in cost savings.- Successfully managed the merging of 3 separate WFM teams, each supporting separate areas into 1 global team supporting the entire enterprise worldwide using 1 workforce management platform.- Led a number of strategic initiatives with Operations leaders that standardized operations between call centers, calculations for Key Performance Indicators and call routing functionality.- Established a focus on performance management that included specific delivery methods and services/tools that continues to enable the business to meet and exceed expected results.

Baltimore, Maryland, Us

• Led the efforts of a team comprised of 10 workforce management (WFM) management personnel across 5 separate locations. • Managed the WFM staff in the day-to-day operations and the training and development team members, providing strategic leadership to drive the achievement of goals and objectives.• Perform budget and expense management for the WFM team and the $4.4M budget for telephony-related expenses.Key achievements in the position included:- Implemented a number of business efficiencies, consolidating skills and other technology-related items that drove cost savings of $100,000 in 2014.- Led the successful implementation of Virtual Hold technology in 3 different call centers.

Baltimore, Maryland, Us

• Led daily, weekly, monthly and yearly planning processes, providing insight and recommendation on load balancing and augmentation strategies to achieve service objectives and effectively manage costs. • Successfully managed the development and performance metrics of 5 individual analysts and service levels and call volumes for multiple product lines.• Conducted detailed analysis on business events and historical patterns in terms of work volume, trends and historical staffing levels while delivering annual forecasts.• Developed and presented strategic recommendation based on the findings to the senior management team. • Managed vendor coordination with transfer logistics including moving calls from one location to another as needed.• Implemented and maintained toll-free numbers with both telecom and IVR teams, including scripting the routing of calls through the Nortel Symposium switch and the move to an Avaya switch.

Baltimore, Maryland, Us

Customer Service Manager, (2004 – 2007)• Managed a team comprised of 25 licensed agents, coordinating continuing education and licensing efforts among the group.• Led in terms of performance management, providing individual and team coaching and training to drive increases in both individual and team performance. • Handled escalated situations with policy owners in a timely, highly professional manner including customer-facing interactions.• Managed expenses related to both team and department contests. - Played a key role in the successful design and implementation of upgraded call recording technology. Project Manager, (2001 – 2004)• Led the successful implementation of Licensed Agent teams into multiple locations to enhance the sales and cross-sell process and overall customer experience.• Worked in collaboration with Product Development, Marketing, Operations and IT on a new inbound sales application and technology enhancements through effective design, testing, implementation and product start-ups.• Managed all outsourcing relationships with multiple vendors and the associated audits and weekly quality monitoring/calibration sessions. • Created and maintained inbound insurance sales scripts by working with Legal and Compliance to ensure adherence to strict state guidelines. - Successfully obtained Life & Health Insurance and Property & Casualty Insurance licenses in all 50 states.