Manage capital budgetingAlign core strategy with financial goalsStaff appropriately in optimal locations to blend servicing and financial needsAlign front-line agent commissions to drive revenueDraft and execute incentives to drive performance goalsReport on all activities to transparently communicate opportunity and risk

Supporting Retention Operations and Charter Spectrum Communications.

Sr. Manager, Workforce Staffing & PlanningSPECTRUM CHARTER COMMUNICATIONS, 2016-Present• Grew a team from 2 analysts to 13 analysts, creating process structure through a process of quantification and qualification analysis• Consolidated WFM processes for three companies--Charter/TWC/BHN--into consistent, enterprise processes over the course of a year• Supported queue virtualization efforts in collapsing and consolidating queues in a high-paced post-merger environment, from 80+ to 32• Developed routines supporting operations planning and finance, reflecting the impacts of Volume/AHT/Shrink on FTE requirements• Consolidated WFM operations from multiple off-site locations into central hubs of WFM support, from 7 locations down to 2• Operationally supported the transition of customer service support from vendors to internal staff, coordinating transitions over 1 year• Supported a network of 32 queues across Sales & Retention, managing a network of 7,000 customer focused employees, spanning 22 sites

Forecasting & Capacity Planning Management, AVPBANK OF AMERICA, Fresno, CA, 2012-2016• Developed plans to consolidate FTE following the acquisition of Merrill Lynch and Countrywide, from 32 queues to 6 over three years• Strategically planned for change in FTE requirements in alignment with loan portfolio reductions, reduced by 70% over 2 years• Hosted calls with top level executives to strategize future demand needs & risks, developing standardized monthly routines across queues• Supplied multiple Line of Businesses with FTE demands in coordination with targeted metrics, reducing FTE requirements by 9%• Worked closely with company and vendor sites, communicating division of labor and required support by interval/day/month to all sites• Accurately forecasted volume by month/day/interval, supplying business partners with requirement in coordination with marketingSenior Operations AnalystBANK OF AMERICA, Fresno, CA, 2006-2011• Tracked coefficients of correlation on mail-drop and Ad campaigns, forecasting impacts to future workload patterns, 1-8 per month• Led project management initiatives to develop and adopt new processes, including IVR-VRU / Scripting / Tracking changes • Conducted regression analysis on sales by interval vs volume by interval to staff against financial targets• Trained multiple Line-of-Businesses in the use of IEX’s TotalView and Avaya’s eWFM, in scheduling / forecasting / vacation• Heavily analyzed workflow data to consistently meet global SLA requirements including service level, ASA, AHT and abandoned callsScheduling AnalystBANK OF AMERICA, Fresno, CA, 2002-2006• Facilitated multiple class-based sessions, with topics ranging from generalized company processes to acute analytical reporting• Organized Vacation Absenteeism goals for multiple lines-of-business, reducing shrinkage from 35% to 32%• Aligned network schedules with forecasted needs to ensure SLA goals were met, reducing schedule inefficiency from 75% to 83%

Workforce Management experience, using Aspect's Avaya, CMS, TotalView, eWFM, Sharepoint, MS Office.Staffing: Routinely ran scheduling efficiency reports for a myriad of Lines of Business to ensure employees worked hours that aligned with customer needs. Tracked and reported on line of business performance, providing intra-day level metrics to ensure line of business goals were achieved.Metrics: Routinely tracked metrics of business importance, such as: service levels, associate off-phone time (planned and unplanned), average handle time, average speed of answer (both phone calls and outbound client connections).Responsible for updating Workforce associate systems (eWFM/Aspect & TotalView/IEX)

Call-center customer service.