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Click here or scroll down to respond to this candidateCandidate's Name
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EMAIL AVAILABLE *Phone PHONE NUMBER AVAILABLESUMMARY OF QUALIFICATIONSHighly organized professional with the ability to take on projects to completion, able to resolve complex issues and provide quality solutions. Acknowledged as a team contributor with great communication skills. Self-motivated individual able to adapt to any scene with strong analytical skills and able to multi-task in any environment. Experienced in Work Force Management Software, Genesys, Avaya, Aspect, RTA.WORK EXPERIENCE(August 2018 - Current) Automatic Data ProcessingReal-Time AnalystMonitor and execute the effectiveness of the forecast scheduling plan.Analyze and communicate historical forecast trends and discrepancies to appropriate Managers/Supervisors.Continuously monitor system tools, email, chat, and call volume and associate real time adherence to determine backup plans and address anomalies.Maintain and modify associate schedules for planned and unplanned activities such as training, meetings, vacations, 1:1 etc. and determine approval or denial for such activities.Perform agent skill set administration to ensure appropriate staffing levels and workload balance.Analyze call volume trends to manage work shifts for associates.Develop and compose relevant reporting containing performance metic's and call volume trends to Regional Leadership Teams.Enter and update schedules consistently into the Workforce Mgmt database.(Jan 2008 April 2018) Brighthouse Networks/Charter Spectrum Orlando, FLTraffic AnalystReview, analyze and assess the Forecasting and Staffing Analysts' contact and FTE forecasts to ensure the forecasts are accurate given recent results, trends in contact volume and AHT, as well as site level staffing attainment.Communicate to internal local staffing and outsource centralized teams to identify trends in absenteeism, turnover, and other events impacting staffing availability.Adjust, in eWFM, next day forecasts to reflect the current view of staffing requirements. Enter updates into the WFM Portal to adjust staffing needs as required. Negotiate with sites, as necessary, for new staff attainment (including best effort OT and VTO) to maximize service level and occupancy.Instruct and coordinate optimal Intraday scheduling of team meetings, supervisor coaching sessions, training and other scheduled off-phone (shrinkage) activity.Escalate service level and occupancy miss issues to the necessary Manager, Director or Vice President level, based on time frame and impact.Interface with internal and external departments when call routing, tool issue anomalies are presented so the impact is fully scoped, the proper escalation paths are followed for timely resolution, staffing adjustments are facilitated and communication paths remain open until resolution is obtained.(Sep. 2005-Jan 2008) State of Florida Division of Emergency Management Lake Mary FLGrants Financial Specialist VAnalyze data provided by the government to develop Federally Funded Subgrant Agreements between the State, FEMA, and Subgrantees for the administration of grant funds.Provide technical, fiscal, and management assistance to the Cities and Counties applying for grant funds.Develop new methods, forms, and reporting systems to ensure that agreement files and records are maintained according to State and Federal filing requirements.Conducts and facilitates conferences and meetings with the State, County, and City to give updates and assistance on projects relating to the Hazard Mitigation Grant Program.Coordinate with Project Managers in regards to Hurricane funding needed for the State, City, and County to complete projects under the Mitigation Grant Program.Research and Audit request for reimbursement documentation and vouchers received from applicants to ensure technical correctness of money disbursed within the program before payment is rewarded.Communicated daily with both Project Managers and Engineers to ensure program meets State and Federal requirements to develop Scope of Work contracts.(2003-2005) Sprint PCS Maitland FLAdjustment AuditorArranged meetings containing 5-10 managers providing updates and status on Team Leads adjustments issued.Analyzed critical data regarding adjustments for corporate business officials through various applications.Generated special reporting of companys adjustments dollar amounts given, which resulted in reducing adjustments issued by 20 million dollars for company.Assembled a meeting with a group of 20-30 managers to enforce adjustment Methods and Procedures, which resulted in lowering Cost Per Call for each specialist.(2000-2003) Sprint PCS Maitland FLSpecialist I, II, IIICreated over 100 new customer accounts by selling company products in an inbound and outbound fashion.Resolved complex issues with equipment, billing and services for the consumer, which generated revenue for the center.Selected to work on a special project that retained over 500 customers by explaining benefits of their products and services through the Winback Program.Generated revenue for the company by upselling customers on higher calling plans and offering additional services.Worked as a Retention Specialist through the Loyalty Marketing Group which catered to extending customer contracts and retaining their services with Sprint PCS.(1999-2000) Precission Response Corporation Orlando FLControl Desk SupervisorControlled attendance and shift lines of employees for an entire contact center.Presented hourly reports to managers and corporate officials of contact centers running status.Provided administrative assistant support to supervisors and managers in contact center.Networked over 1,000 customers to AT&T long distance service and provided additional options to their service, which increased revenue for the company.Transferred over 5,000 plus residential and business customer over to AT&T long distance and sold additional services through telemarketing.EDUCATIONEvans High School Orlando FLHigh School DiplomaSKILLSWorkforce Planning and Management Mastery Certification10+ Years Contact Center/Office Experience in Workforce MgmtMicrosoft Word, Excel, Power Point and OutlookWindows XP Operating Systems |
