• Subject matter expert for WFM and Contact Center strategies delivering high-quality solutions through research and analysis of industry trends• Develop innovative strategies to address business challenges, resulting in increased efficiency, predictable outcomes and in several cases, millions of dollars in savings• Design and implement customized capacity planning models that offer critical insight to opportunity, long term planning and savings opportunities• Provide interim leadership support and mentoring for clients to bridge gaps in skills or personnel during periods of organizational change• Facilitate development and training sessions to support implementation of the redesigned WFM strategy• Consult clients on vendor strategies, vendor RFP process and selection• Design strategy for data management including consultation and redesign of data taxonomies and mapping to create efficiency within WFM models and KPI managementAchievement Examples:A small contact center was consistently missing service and struggled to understand their staffing requirements• Guided the skilling configuration for a new phone switch and supported implementation• Implemented a WFM team designed the models and data required• Gained support of needed stakeholders and built a change management plan with operations for a seamless transition of responsibilities• Within 3 months the contact center was 20% more efficient and meeting service; This saved nearly $1.5M in hiring that would have been required to meet service within the previous model

• Developed a team of 5 analysts responsible for ideating and implementing new solutions for WFM planning, WFM data management, and automation • Designed and mapped the data taxonomy used with WFM and created a single source of truth to support all models and reports; This led to better forecasts, faster analysis and improved operational efficiency• Defined Performance Guarantee (PG) risks and created reporting to support the management of departmental PGs; This resulted in enhanced surveillance and managed financial risks associated with missing PGs• Collaborated with Business Intelligence groups to achieve a shared set of goals using interim and long-term reporting tools to accommodate the unique format of the business unit• Leveraged a redesigned data management solution to promote the team brand that established significant influence, fostering strong relationships with business partners across the organization• Designed and implemented custom planning tools to manage offline operations, supporting an 80% offline business and ensuring alignment with organizational targets• Managed the deployment of a new telephony platform, designed reporting to support the business and align enterprise calculations• Lead and supported multiple projects in support of new technology strategies, business transformation projects and ESAT strategies

• Oversaw the BPO contract relationships for 11 suppliers within the operational supplier network, ensuring seamless collaboration and performance• Successfully led the deployment of 2 new suppliers within tight timelines, achieving operational readiness with minimal lead time• Managed IT capacity planning across all vendors, ensuring sufficient license and hardware availability for peak season demands• Provided expertise on SOW and MSA documentation to align operational and technical business requirements with strategic supplier deployments, contributing to supplier strategy refinement• Facilitated supplier change management and incident management processes to maintain operational efficiency• Designed and implemented a new escalation process that reduced incident response times by 10 minutes and minimized supplier downtime

• Oversaw the BPO contract relationships for 11 suppliers within the operational supplier network, ensuring seamless collaboration and performance• Successfully led the deployment of 2 new suppliers within tight timelines, achieving operational readiness with minimal lead time• Managed IT capacity planning across all vendors, ensuring sufficient license and hardware availability for peak season demands• Provided expertise on SOW and MSA documentation to align operational and technical business requirements with strategic supplier deployments, contributing to supplier strategy refinement• Facilitated supplier change management and incident management processes to maintain operational efficiency• Designed and implemented a new escalation process that reduced incident response times by 10 minutes and minimized supplier downtime

• Managed 5 suppliers supporting 3 business units representing over 50% of enterprise volume, ensuring seamless operations and service delivery• Oversaw all supplier-related responsibilities, including penalties, seasonal readiness, and adherence to contractual PGs for both clients and suppliers• Redesigned the capacity planning model to optimize operational processes, introducing seamless redundancy, standardized training, and improved efficiency across the Supplier Management team• Configured and integrated suppliers into the Aspect/EWFM platform, optimizing workforce management processes• Designed and implemented a new KPI reporting system, establishing a standardized framework for supplier performance evaluation• Designed, built, and launched a new reporting platform, automating processes and improving alignment, which freed up capacity for more effective vendor management

Manage real-time activities and provide operational support for 23 call centers and over 350 skills globally. This position is the nucleus of call center operations for Western Union. Responsibilities range from outage resolution management and application support to password administration and reporting.