• Maintaining Service Level of 80% calls answered within 20 seconds, 92% of the year through the analysis of current call trends and potential staffing impacts.• Held weekly forecasting call for Consumer Spanish leaders. Reviewing current service levels, volume and AHT impacts while working with key management to discuss staffing solutions. • Providing short term forecasting over multiple lines of business. • Leading a team of six Tactical Planning Analysts and Specialists across nine call centers staffing over 700 teammates.• Assisting in the transition and implantation of IEX to eWorkforce Management for combined Wachovia/Wells Fargo integration. • Held weekly one on one session with various members of Resource Planning to provide training on eWorkforce Management. • Traveling to sites to assist with person to person training of eWorkforce Management.• Developing and retention of analysts through the creation of cross training partnerships and monthly coaching sessions. • Developed and implemented project plan for eSchedule Planner Real Time exception access for 255 Operation Specialists. Implemented and facilitating training for teammates. • Developing and delivering alternative training methods for the use of eSchedule Planner and eWorkforce Management.• Staffing and forecasting of Merger integration groups. • Providing reports to Line of Business leaders on overtime allocation exception reporting and net staffing during conversion. • Working with Wells Fargo project mangers during merger transition.

• Leading a team of nine Tactical Planning Analysts across nine call centers staffing over 2,500 teammates.• Developed and maintaining the first Workforce Operations mentorship program. Created initial program agenda and held monthly meetings with mentee.• Development and retention of analysts through the creation of cross training partnerships and monthly coaching sessions. • Working as an administrator for eWorkforce Management to provide assistance to Workforce Operations Analysts and troubleshoot potential system issues. • Facilitating staffing agenda of monthly meetings with key leadership and business partners to discuss potential staffing impacts. • Coordination of corporate initiatives across nine contact centers and multiple departments to schedule various site events by analyzing service level performance for optimal efficiency. • Working with multi site leadership in the creation of new hire schedules 9 calls centers that staffed over 2,500 teammates.• Developing and delivering alternative training methods for the use of eSchedule Planner and eWorkforce Management.• Maintain forecasts of 38,684,522 calls within 6% accuracy by analyzing volume, AHT and non-phone activities.• Maintaining Service Level of 65% calls answered within 30 seconds, 92% of the year through the analysis of current call trends and potential staffing impacts.• Working with Wells Fargo project mangers during merger transition.

• Tactical forecasting and scheduling of two Investment Client Service sites located in Charlotte, NC and Salem, OR using eWorkforce Management Software.• Assisted Leadership to obtain higher efficiency through the education non-productive time and performance metrics. Reduction of non-productive time by 5%• Forecasted 820,000 calls within 5% accuracy by analyzing volume, AHT and non-phone activities.• Consolidated three volume streams into streamlined reporting and forecasting.• Scheduled various site events, business unit training and other essential activities.• Assisted teammates with eSchedule Planner issues and schedule alternatives.• Held weekly meetings with Leadership and essential business partners to discuss service levels, training initiatives, future hiring and business initiatives.• Reviewed current training documents within Workforce Operations and editing as needed.

• Scheduling and planning for 300 Retail Banking teammates in Salem, Oregon using eWorkforce Management Software.• Coordinated with site leadership team to balance corporate initiatives and teammate retention. • Facilitated quarterly business metrics training to 47 members of new leadership team in Salem, Oregon to improve site efficiency.• Scheduled various site events by analyzing service level performance for optimal efficiency. • Developed and delivered alternative training methods for the use of eSchedule Planner.• Trained over 200 new hires to use eSchedule Planner