Stephen Lockhart Email & Phone Number

I have worked in Financial companies even before I graduated High School. I love the credit business, and currently am loving my experiences at First Data. I have began working in the call center, handling POS Merchant terminal issues and helping troubleshoot. I quickly moved to the Workforce Management Department, and held many positions within the department (Traffic, Scheduling, Payroll, Telecom Assistance, Resource Planning) and then moving into the Workforce Management Mission Control Center. In the Mission Control Center, we handle call center assistance on a global perspective, from Real time skilling strategy, to Telecom setup, to password resets, to triaging outages to our IT Groups. We monitor service levels and contractual forecasts to ensure these are met with little to no impact. We also review workforce availability and recruit voluntary undertime and extratime to reduce costs in the company. I jave been the Manager of the Mission Control Center and for several years. Specialties: I have the specialties of research, strategic planning, forecasting, scheduling, skill balancing, undertime, telecom setup, and outage management

Listed skills include Call Center, Process Improvement, Merchant Services, Credit Cards, and 12 others.

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  Bryant & Stratton College

  Business Administration And Management, General