SR. Business analyst with a wide variety of business applications experience from writing reports in crystal reports to making schedules in ASPECT Rightforce or eWFM to Adminastor with different ACD from Nortel and Interactive Intelligence ( I3 ) systems. Particular interest in reports and interpreting data pertaining to scheduling of staff. Sr. Workforce Business Analyst • Project Manager for eWFM – Implement , set up and organize the use of eWFM 7.1• Help with setting up new ACD called Interactive Intelligence • Monitor Symposium display to ensure efficiency and alert team supervisors of any necessary staff adjustments• Schedule and forecast 200+ reps using RightForce• Provide customer and employee feedback to senior management and provide recommendations for improvements and changes• Attend various meetings as required to meet departmental needs• Review, analyze, and interpret various customer contact reports• Prepare, approve and distribute Sales schedules stack rankings and incentives• Create and distribute daily, weekly, and monthly performance statistics reports• Monitor and analyze call volumes, quality statistics and other customer contact data to project staffing levels, future call volumes, and other forecasts; make recommendations for improvements, process changes, schedule change, and other reports to evaluate Customer Contact efficiency and effectiveness• Prepare and maintain various customer contact reports and distribute to appropriate users • Customer Relations Associate• Enter tracking data into daily performance logs and report and distribute to department manager• Complete special projects and perform other duties assigned• View, research, and analyze orders, payments information, and other customer account information, utilizing Sage applications, to resolve issues and respond to customer inquiries in a timely mannerSpecialties: Training and implementing ASPECT eWFM. Administor of I3. Crystal reporting and Ms Office suite.