In addition to the Sr. Operations Analyst role, I have added Workforce Management. I now oversee a team of three who specialize in real-time changes for two software brands and a point-of-sale system. My team manages inbound/outbound queues, ticket backlog queueing and inventory management, and all scheduling for the call center staff. In addition to the Workforce Management responsibilities, I also oversee the data management for the operations team and participate as the Operations Liaison for commercialization projects through our product team.

- Created and maintained dashboards - Ticket Deep Dives, identifying key areas of opportunity within the product- Trend analysis on ticket creation- Scheduling model using Erlang Calculator - Schedule optimization and scheduling for 140+ Call Center Staff- Began development work on the first Workforce Management team for TDS

Managed all of the software implementations for new and converting customers to the Computer-Rx software. I focused on communicating with the pharmacies to make sure that the implementation exceeds expectations. At any given time I am managing and scheduling between 60 and 85 installs. Part of my responsibilities include: - Working with pharmacy owners, board members and hospital executives - Managing a list of tasks for each implementation, ensuring that each is completed timely and effeciently- Work with IT staff and directors to ensure networking and hardware requirements are met- Promote and sell additional software services to meet the needs of the pharmacy- Work with other vendors (conversion companies and other pharmacy services) as it relates to implementation. - Track and analyze all data for the implementation team- Created and Implemented process workflows Additional Projects- QIR Certified- Created an installer training program - Previously an onsite installer/trainer- Reduced install reschedules with large savings on reschedule fees

As the Group Sales and Promotions Coordinator I focused on event planning and execution, created marketing plans and focused on sales for group events and ice bookings. Some of responsibilities included:• Tracking and maintaining annual budgets• Organize events including pre-planning, advertising strategies, logistics, staffing and post-planning• Corresponding and negotiating advertising contracts with publications, radio, billboards, and other mass media outlets• Generating group sales by contacting leads, working with schools, and local companies- with an overall growth of 11%• Partnering with over 20 schools and businesses in the Central Florida Location • Creating and distributing newsletters, print materials and advertisements to promote Hockey and Figure Skating events

• Implemented local and corporate wide promotions • Planned and executed monthly Family Night Events • Created promotional material for events and other promotions• Conducted Backstage Tours and other Emotional Connections Marketing plans• Created and tracked daily sales goals, customer count, and other key metrics• Created and implemented monthly marketing plan and strategy

• SAVE Team- 86% save rate for customers considering canceling Sprint cell phone service• Preformed in top 10% out of 450-500 employees based on a balanced scorecard.• Less than 1% escalation rate • 6 month apprenticeship with scheduling department- managed real-time schedules for 450+ employees to meet call volume requirements. Worked with Workforce Management Software

• Training Program- implemented new hire training program for all new employees and continuous education training programs for current employees. • Suggestive Selling - created suggestive selling goals for front line cashiers. Including weekly and monthly sales contests. • Events- planned weekly and monthly events serving 50 or more guests.