Anne-Tonnette Musgrow Email & Phone Number

• Manage daily contact volume and average handle time by evaluating forecasted data against the actual data in real time. Analyze the real time situations and apply effective decision making and judgement to execute the.
• Created and distributed survey solicitation for the Tactical Forecasting work stream, as part of the EBS-Workforce Management Optimization project. This generated valuable information on current best practices and was.
• Recognized an opportunity to review current business partner monitoring processes within WFM-Intraday. Crafted recommendations for enhancements and when approved, I led the adoption and implementation within our.

• Using Verint Impact 360, I was responsible for scheduling claim representatives, identifying and communicating scheduling gaps for our claim operations.
• Performed real-time monitoring of call routing and staffing levels, and notifies appropriate parties of any issues.
• Partnered with WFM Analysts and business partners management to provide virtual staffing needs and proper tour alignment.
• Suggest to leadership methods to update, simply, and enhance processes, procedures, and technologies.

• Routinely managed and prioritized my work portfolio of thirty-five events by handling registration management, updating registration tool and compiling reports for distribution to the business partners and vendors.
• Investigate vendors, obtained notice of intent to proceed, and submitted contracts of vendor services for signature in the event planner’s absence.
• Collaborated with analysts on process improvement.
• Identified cost savings through multiple invoice reconciliations.
• Negotiated cost savings for off-site event dinners.

Richardson, TX

• Using Verint Impact 360, I was responsible for scheduling claim representatives, identifying and communicating scheduling gaps for our claim operations.
• Performed real-time monitoring of call routing and staffing levels, and notifies appropriate parties of any issues.
• Partnered with WFM Analysts and business partners management to provide virtual staffing needs and proper tour alignment.
• Suggest to leadership methods to update, simply, and enhance processes, procedures, and technologies.

• Investigate, evaluate, negotiate, and settle automobile claims in a collaborative and high-paced customer facing team environment. Maintained a high level of confidentiality of claim and company proprietary information.
• Execute a plan of action on each claim file resulting in a quality and timely claim resolution.
• Receive excellent customer interaction scores from internal audit surveys.

• Provided high level client relationship management by communicating policies and procedures to ensure the highest level of performance.
• Coordinated event promotion, product logistics, as well as the development of promotional materials for private label product lines, by interfacing with internal and external customers, including designers, key client.
• Respond to private label clients by providing knowledge expertise of product lines, accurate order placements, return authorizations, and general account information to ensure yearly average sales revenue of $900K.
• Facilitated and coordinated the completion and delivery of finished product with the production factory and the distribution warehouse for 84 boutiques with yearly average sales revenue of $200K.

• Placed outbound calls to promote out-of-season product stock.
• Ensured accuracy of re-orders by verifying customer account status, accurately entering order information, monitoring inventory and ensuring timely shipment of orders.
• Partnered with accounting by addressing invoice issues.
• Interfaced and placed orders with raw material vendors in the United States as well as internationally ensuring on time deliveries for final product completion.

• Monitored shopping center property management company and broker's activities, by ensuring tenant’s concerns were addressed, rent collected, and property maintained.

• Booked venues for private events.
• Direct all marketing and communications for operations and publications.
• Developed employee performance and evaluation review structure.
• Restructured and implemented systems for studio hosted events and studio rental.

• Trained 24 inside sales representatives on web based customer support applications and their capabilities as well as internal administrative tools.
• Collaborated with sales, finance and business controls teams to ensure proper transaction processing.
• Identified and recommended opportunities for process improvement.
• Responsible for billing preparation and collection of transactions $100K and higher.
• Project managed customer’s documented complaints and reduced complaints by 20%.

• Monitored team’s statistical data and provide feedback to both representatives and management regarding trends and action plans.
• Ensured adherence to business controls and security audit guidelines.

• Established and maintained a high level of customer satisfaction, minimize service defects, assist and build a strong relationships with peers, managements, and the national duty manager team.
• Monitored and dispatched service representatives to customer sites and answered incoming customer service calls.

Bachelor Of Science Degree, Business Management

Activities and Societies: Southern University Alumni Federation Life Member

Associate Of Applied Science, Music And Video Business

Activities and Societies: Honors Award 1994

Certificate Series, Project Management

60 Hours (60PDUs)

Education record

Accounts Receivable for the Casual User, 2000 Introduction to Hardware Backlog Managment (CSO), 2000 Improving Individual Negotiation.