Stephen Kilpatrick Email & Phone Number

Baltimore, Md, Us

Accountable and responsible for all workforce management decisions. I started this department for Planet DDS. Key responsibilities include: -Project Management -Technical Migration and Strategy-WFM Tools Implementation -Process Analytics-Workstream Optimization-Workforce Forecasting, Planning, and Scheduling-Collaborating across customer experience, sales, marketing, product, IT, and many other company verticals.

Polk County, Florida, United States

Volunteer position supporting Mulberry Middle students. As a chess instructor, my role includes: -Providing students in grades 6-8 with direct instruction-Supporting monthly chess tournaments

Auburndale, Florida, United States

I support multiple clients in their pursuit of high-quality educational services. Students call me to resolve financial aid, records, admissions, or various other issues.

Remote

Helping Apple customers with everyday electronics issues. I am trained to resolve user, software, or hardware level issues with almost every modern Apple device. Promoted from Tier 1 iOS within three months. Expert in technical aspects of iOS and Mac devices, as well their common peripherals like Watch, HomePod, and AirPods.

Lakeland, Florida, United States

Seasonal Role. Resolving operational problems to keep my site productive. Utilizing 10-15 applications, I place an emphasis on fun conversation, delegation as needed, and leadership with an example of hard work and invention. This bias for action lets me attack the process and win consistently. Software Competencies: MS Office, Amazon Internal Web-based WFM scheduler.

Lakeland, Florida, United States

Coordinated coverage, logistical remediation, and tracking of trucks across the contiguous US and Canada. I contracted my four accounts with independent carriers to distribute approximately 20-30 truckloads per week. Software Competencies: Prophecy Dispatch, MS Office, Truckstop.com, Dial-a-Truck.

Lakeland, Florida, United States

Training new hires on creating a first-in-class experience for every guest, every time. I am “globally trained” which indicates competency in all store verticals: Inbound/Reverse Logistics, Guest Experience, and Human Resources.

Lakeland, Florida, United States

I drove riders from A to B while delivering on the things that they crave: a clean environment, great music, conversation, and an emphasis on safety. At the time of my departure, I had a rider satisfaction score of 4.5/5 stars for Lyft and 4.7/5 stars for Uber.

Orlando, Florida Area

Insurance for Life, Health, and Annuities (Including variable)Advising consumers about products based on their needs and eligibility

Winter Haven, Florida

Regional WFM Supervisor, overseeing seven site teams of 4-8 analysts; 35 direct reports across US/Domestic region. -Frequently performed as WFM Leadership for entire US Region, sometimes global-Provided support for 19 clients in six verticals: healthcare, sales, customer service, retention, automotive, and technology-Generating interval performance reports for account stakeholders-Scrutinizing KPI's in real-time to maximize agent utilization and performance-Up-Training and Coaching reports on key areas of opportunity-Traveled to current and new sites to train local WFM professionalsSpecific skillset-Real-Time Adherence and Analytics -Scheduling and Forecasting-Long-Term Planning-Team building, Organizational Cultural Development

Winter Haven, Florida

Global account management. Scheduling and forecasting, trending KPI analytics, long-term strategy -Macro/Global-Level KPI monitoring and strategy- forecasting and scheduling 4 LOB's across 3 clients, 2 WFM tools-Offering insight on real-time performance to execute best financial performance

Winter Haven, Florida

Local workforce management. Site WFM department head. -Managed multiple site WFM dept's concurrently, at one point the entire US region-Micro/local-Level KPI monitoring and maintenance-Rostering and WFM tool on-boarding / off-boarding-Avaya CMS, ININ ICBM, and CCPulse queue management -managing 18 LOB's across 4 clients, 3 ACD Platforms, 3 WFM tools-Adjusting agent schedules to respond to real-time events that affect forecast-Requesting and terminating internal/external logins

Bartow, Fl

Coordinated register maintenance and supervision of cashiers, alongside other duties as needed.

Lakeland, Florida Area

A Stager is a volunteer position that allows students to receive community service hours while being exposed to entertainment-related job experience. Under the supervision of a House Manager, they serve concessions, operate a register, work in a box office, and usher patrons to their seats.

Orlando, Fl

Representing Florida Virtual School to adults, educators, prospective parents, legislators, and others.

Bachelor Of Arts - Ba, Education Sciences

Associate Of Arts - Aa, General Studies

Activities and Societies: Deans list Spring-Fall 2021 Transferred to the University of Florida Fall 2022.

Business Administration And Management, General

Activities and Societies: PSC Philosophy Club, Trading Card Game Club, Student Activities and Leadership Office (SALO), Phi Theta Kappa.

High School Diploma, General Ed

Activities and Societies: Student Government Association (SGA); Honors Program; Advanced-Placement program; School Nominee for Silver.