Yolande Myers Email & Phone Number

California, United States

Remote

• Exceptional computer skills with an emphasis on the use of Excel, PowerPoint, and SharePoint
• Knowledge and experience in training within Amazon Connect, Verint, IEX and Avaya software interface.
• Prepared workforce schedules reports and plans based on UDW/Tableau reporting.
• Software development with callout to Performance gaps to improve financials.
• Designed and implemented short-term and long-term strategies.
• Responsible for managing teams within WFM to ensure goals are met.

Orlando, Florida Area

• Monitor real-time call activity at various call centers and make necessary staffing adjustments with IEX, and eWFM.
• Developing interval level forecasts for multiple lines of business organized across several sites with IEX and reporting software.
• Identify, evaluate and report call center issues and differentiate between workflow, technical, external, or staffing.
• Utilize Kronos for timecard updating of staff.
• Work directly with the department head on strategic planning and new business implementation and forecasting.

Orlando, Florida Area

• Monitors call routing and flow real time.
• Conducts real-time analysis of all metrics for multiple Lines of Business - Forecast Variances, Service level targets, AHT target variances, Occupancy targets, etc.
• Identifies course of action or makes recommendations relating to deviations (Schedule Adjustments, Skill Switches/Leveraging)
• Monitors real time activities with Amazon Connect.
• Created Access databases to review data and performance gaps with center.
• Trouble-shoots real-time technology issues

Orlando, Florida Area

• Utilize core WFM methodologies to manage operational changes in workload and shrinkage deriving from internal and external factors
• Monitor internal system influences on staff requirements and drive workforce changes that meet the business needs
• Monitor external factors that may impact workload volumes; calculate potential business impacts from these external factors; communicate action plans to the business that address the change in staffing requirements.
• Track system issues and assesses the impact on operational performance; troubleshoot system problems with users; direct widespread system issues to the proper support team and manage the resolution back to the business
• Establish operational staffing strategies for short-term business planning through the use of WFM staffing principles and methodologies
• Act as the principle communication link between operational planning teams and the frontline business management team

Orlando, FL

• Utilize SAP Computer software to manage financials, assets, cost, and archived documents for multiple sites.
• Develop and document medium to high complexity process workflows.
• Develop and maintain business and IT documentation including policies and procedures.
• Support short and long term operational / strategic business activities including escalation handling, data load and reporting with IEX, Genesys, Avaya, Pipkins, and Aspect systems.
• Provide administration for business applications and support Software and Hardware Certification process.

Bachelor'S Degree, Digial Cinematography

Bachelor’S Degree, Business Administration, Management And Operations, 3.5

Activities and Societies: • Student Advisor • Volleyball• Studied courses in Business Proficiency and Development.

High School, Business Administration And Management, General, 3.2

Activities and Societies: • Athletic Trainer • Flag Football • Bowling • Weight Lifting • Volleyball• Graduated with Honors in Business.