Tammy R. Email and Phone Number
Tammy R. work email
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Tammy R. personal email
With 20 years of experience in contact center operations, I have built extensive expertise within all three pillars (capacity, scheduling, and real-time) of Workforce Planning and Management. I leverage my BA in Management with a concentration in Logistics and Operations and familiarity with vendor relations and workforce management to drive value for the organization and its customers.
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Product Customer Success ManagerNice Nov 2023 - PresentRichardson, Texas, United States• Conduct regular account reviews, sharing metrics and insights to ensure customers receive maximum value.• Drive account usage through feature adoption/utilization.• Understand the technical and business aspects of each customer.• Contribute to content and process improvements across the customer lifecycle to continually improve the customer experience. -
Program Management AdvisorCigna Healthcare Feb 2022 - Nov 2023• Manage a top-performing team of Program Management Leads to ensure we provide accurate reporting across 14 outsourced partners to our internal customers.• Conduct regular reviews of existing supplier relationships to ensure optimal value is being obtained from each contract.• Develop and implement process improvements to streamline vendor management operations.•.Maintain comprehensive records of transactions with vendors, including purchase orders, invoices, and payment receipts. -
Operating Effectiveness Lead AnalystCigna May 2018 - Feb 2022San Antonio, Texas Area• Resolved complex staffing issues while maintaining positive relationships with employees and managers.• Identified areas where additional staff resources may be required due to seasonal or cyclical workloads.• Analyzed data from multiple sources to develop strategies for improving workforce utilization.• Developed comprehensive reports for senior management on staffing levels, scheduling trends, and labor productivity.
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Manager Of Workforce ManagementAnthem 2014 - 2018San Antonio, Texas Area• Collaborated closely with vendors and suppliers throughout the duration of projects; coordinated efforts to maximize efficiency and minimize costs.• Provided expert guidance on scheduling activities, resolving conflicts between tasks or teams, and ensuring appropriate resource allocations.• Advised teams regarding best practices related to planning processes and procedures; provided training sessions as required.• Participated in regular reviews with executive leadership team members, providing updates on current projects and proposing solutions for upcoming challenges. -
Business Analysis ManagerChase 2012 - 2014• Established a culture of excellence through strong leadership skills, clear expectations, and accountability.• Managed complex workforce projects, ensuring success by coordinating resources and personnel effectively.• Identified areas of improvement within existing processes and implemented solutions for increased efficiency.• Led workshops with stakeholders to discuss proposed solutions and gain buy-in.• Developed presentations outlining recommendations based on data-driven insights. -
Senior Administrative AnalystChase 2011 - 2012San Antonio, Texas, United States• Managed the daily activities required to operate a multi-segment call center by efficiently managing performance expectations set by management through the following actions: updated agent records with schedules, exceptions, vacation requests, and schedule adjustments using eWFM and IEX software.• Developed forecasting models using historical data, which were used by management for budgeting purposes.
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Core AdministratorAllstate 2010 - 2011San Antonio, Texas, United States• Produced daily, weekly, monthly, and annual call volume forecasts for multi-site operations.• Performed continual analysis of current performance (noting recent historical trends) and conducted real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with operations teams to achieve service level objectives for a multi-site operation. -
Marketing AdvisorCapital Group 2009 - 2010San Antonio, Texas Metropolitan Area• Responsible for retaining business assets by taking inbound phone calls from financial advisers. Provide product information, gather marketing data and offer support.• Responsible for maintaining existing advisor relationships. -
Workforce AnalystCapital Group 2008 - 2009San Antonio, Texas Metropolitan Area• Performed data analysis to determine staffing targets, call volume trends and developed long-term strategies.• Administrator for Call Center Workforce Management software. Compiled and extracted data from a variety of business sources.
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Workforce Management AnalystWashington Mutual Bank 2006 - 2008San Antonio, Texas, United States• Developed and maintained a comprehensive forecasting and scheduling model, using WorkforceManagement tools to forecast call volume, create staffing requirements, and generate work schedules for contact centers.• Determined yearly, monthly, daily, and intra-day workforce requirements by gathering data on contact center statistics, marketing campaigns, system events, etc -
Capacity PlannerCiti 1999 - 2006San Antonio, Texas, United States• Developed and managed a Workforce Management framework that includes short and long-termforecasting and capacity planning using historical data and other information.• Defined vital performance metrics to provide the management team with a solid understanding ofcontact center and processing operations performance, devised data collection methods for the metrics, and designed reports.
Tammy R. Skills
Tammy R. Education Details
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Concentration In Logistics And Operation -
General Studies
Frequently Asked Questions about Tammy R.
What company does Tammy R. work for?
Tammy R. works for Nice
What is Tammy R.'s role at the current company?
Tammy R.'s current role is Product Customer Success Manager @ NICE | Workforce Management Professional.
What is Tammy R.'s email address?
Tammy R.'s email address is ta****@****hem.com
What schools did Tammy R. attend?
Tammy R. attended Southern New Hampshire University, Southern New Hampshire University.
What skills is Tammy R. known for?
Tammy R. has skills like Leadership, Microsoft Office, Management, Data Analysis, Team Building, Project Management, Forecasting, Analytical Skills, Business Analysis, Team Leadership, Customer Service, Strategic Planning.
Who are Tammy R.'s colleagues?
Tammy R.'s colleagues are Mithun Thakur, Vhora Alhaz, Daniela Ci, Elvia Tirado, Steve Sutton, Andrew Gilbert, Hila Suez.
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Tammy R., CLTC, NSSA, RMA
Greater Indianapolis6oneamerica.com, tds.net, witham.org, oann.com, yahoo.com, aleragroup.com5 +131769XXXXX
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