Owner of Laurel's Custom Framing in Heber City, Utah. I design, cut, assemble, and finish custom frames for customers.

Developed, administered and maintained schedules and other resource planning outputs across multiple sites, channels and partners. Piloted and rolled out a new process for administering shift bids that increased the amount of agents who got a preferred schedule as well as decreased the preparation & maintenance time required.Used tools such as SQL, Tableau, and Calabrio on a regular basis.

Originally focused on creating and maintaining forecasts and hiring plans for multiple lines of service for the Customer Solutions Center. These forecasts and hiring plans were up to 12 months in advance.Assisted in the setup and optimization of the WFM and ACD products.After helping set up CSC for success during the summer peak took on a project to introduce WFM to the operations team. This involved having hiring plans for the area managers, targets for the route planners to use when setting up appointments, and creating a forecasting method utilizing multinomial logistic regression and then personalizing to the customer with Bayesian inference.

Responsible for collaborating with peers and multiple levels of leadership, both internal and external, to balance productivity and performance across a global network.Performed an analysis to determine what impacts moving most agents to a WFH status had on performance. This COVID impact analysis was visualized in Tableau for directors/VPs.

Responsible for schedule adjustments, intra-day management, and historical trend analysis to ensure the call center achieves service levels and key performance indicators on an interval, daily, weekly, and monthly basis.During my first 3 months in this role I was able to improve the pre-existing reports to be more accurate as well as take less time to prepare. These reports were later improved further by automating the data input, leaving more time to analyze and provide insights.

Worked with a small group of interns and Intermountain employees to run a project from start to finish. Championed the creation of a Tableau dashboard to solve a product ownership issue the company was facing.

Brought on to process the daily reports. Shortly after starting I began learning how to use VBA, SQL, and Tableau to improve and automate manual processes. By automating large chunks of reporting I was able to take on additional responsibilities, eventually completing the work of 2 FTE. This extra time meant that I was able to explore new options to track and improve agent performance by tracking customer recontact rates.

Handle incoming customer contacts by phone, email, and chat to resolve their issue. Also handled escalated customers and provided direction to other employees so they could perform their job as well as possible.

Oversaw day to day operation of the warehouse with a focus on inventory. I created a new process to utilize warehouse space more efficiently by basing item locations based off forecasted sale volume. This change resulted in KPI improvement. As part of this new process I led a project to reorganize the entire warehouse without disrupting the normal workflow.

Managing the day to day operations of the store as well as forecasting and preparing for future needs. This included managing inventory, staffing, and the overall display of the store.