I provide staffing models, forecasting and scheduling services to centers that do not have workforce management software or are without a Workforce Manager.

Produced short, online training modules centered around forecasting, scheduling, and workforce management that students can view from the comfort of their own space, all in 12 minutes or less.

Workforce Management Track

Provided remote forecasting and Scheduling services for their consulting division. Additional clients included an Emergency 9 -1-1 call center, a pension benefits call center, and a telecom call center. I modernized my forecasting and scheduling tools to improve results. Facilitated forecasting strategy sessions with each customer, reviewing previously forecasted data against actual volumes and optimizing schedule rosters on a repeating basis. Implemented workforce management software in a national VoIP call center that moved from an old version of Blue Pumpkin into Aspect 7.1. Moderated the companys users forum (QueueTips), answering questions related to WFM practices. Provided support for EasyStart Call Center Scheduler and QueueView, the companys forecasting and scheduling software tools. I improved the service experience by adding FAQs to the company website and consolidating user information for these programs. Wrote the functional requirements for their Bulls-Eye web upgrade. This project was still in progress when I left. ICMI decided to move in a different direction and made many changes to the organization in the fall of 2008. My beloved WFM position was eliminated.

Compaq (now HP) opened a call center in Atlanta in the fall of ,,97 and invited me to jointhem. I managed the WFM system for 3000 users in five countries across 10 contactcenters, resulting in a 14% reduction in headcount requirements. My responsibilityincluded integrating and consolidating different WFM applications during two majorcompany mergers (Digital Equipment/Compaq, and Compaq/HP). Mentored and coached the WFM Administrators who supported the supervisors and agents. Established procedures which allo wed them to manage performance effectively and fairly. Prioritized their work and set clear goals for metric benchmarking. Introduced the Budget Forecasting module in WFM, allowing finance managers to see the cost (and gain) of changes to handle times, ch anges in service levels, etc., resulting in faster decision-making which simplified the previous process. Analyzed trends to establish future planning models and predict forecasts within 5% accuracy rates. Produced periodic reports collected from multiple sources and converted the raw data into meaningful summaries with very specific recommendations. Results were easily interpreted, which allowed improvements to occur quickly and have immediate impact to the service level. Developed an agent scheduling solution for HPs visually impaired call center agents to make the tool accessible for the blind technicians. On 9/11, established a Crisis Help Desk with specialized phone queues, custom reporting and intra-day performance reports published online within two hours of the news. Provided engineer-level support, application-level support, and Oracle database support through three major upgrades.HP began outsourcing their WFM responsibilities overseas and my position was eliminated.Determined to remain in the WFM industry, I began work as a Consultant.

I implemented TCS 4.x across four different business centers that were previously usinghome-grown forecasting and scheduling methods. I was accountable for training,developing methodologies and reports, identifying volume drivers and performancemetrics, partnering with HR, interacting with the quality teams, and communicating criticalinformation that affects service goals. Optimized agent performance by implementing proper WFM tools and developing procedures for the agents and supervisors use of the tool, resulting in a 22% increase of schedule compliance. Turned the negative employee perception of the tool aroun d by establishing a flexible schedule option for employees, resulting in positive impacts to the employees as well as creating a positive impact to the business needs. Automated the process of vacation administration and accrual which reduced the supervisors workload by ~10% and created a more balanced and fair method of granting time off. Mentored the resource desk associates and created a process that ensured resources were scheduled and utilized properly (including overstaffed periods). My career began with GE Capital, and other internal positions held from 1988 through 1994 included: Research Representative for DH Holmes, FCBI representative for Apple Computer, Dealer Research for Apple, Phone Bank Associate for the Commercial Business Group, Compliance and Technical Advisor, Corporate Service Specialist, Fleet Specialist, and Operations Specialist, Consumer Loan Presidential Complaint Inquiries, and FBI/Interpol Credit Fraud Liaison.