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Click here or scroll down to respond to this candidateCandidate's Name
Orlando, Fl PHONE NUMBER AVAILABLE EMAIL AVAILABLEDirector Operational Work Force Planning, Operations And SupportOperations Management System Integration Call Center Operations SupportResults-driven and strategic leader with extensive expertise in team management, call center operations, project management, risk assessment and control, operational leadership, and client services. Proven ability to identify and recommend process improvements that increase productivity and efficiency. Skilled team leader with documented strengths in team mobilization, cross-functional collaboration, and organizational synergy. Focused on continuous quality improvement, integrity, reliability, and accuracy.Director Level ManagementBusiness Owner Franchise ExperienceTeam Reporting SQL, MS Office, Google and Slack.Work Force System IntegrationP&L and FP&A PlanningOperations Work Force Management Analysis & StaffingRisk Analysis & ManagementGENESYS and Aspect Management32 years Call Center OperationsProject ManagementSystems IT Business AnalystResource Management VLSSAvaya and Billing SystemsPROFESSIONAL EXPERIENCEBPO Arise Virtual Solution, Miramar, FL 6/2022 PresentDirector Work Force ManagementResponsible for new transformation plan on vertical launch of a new WFM Platform and Workforce Team. Overseeing all aspects of Client Work Force planning, strategic development, objective setting, business modeling, and client work acquisition.System Integration: Five9, IEX, Ring Central and InContactStaff Planning for Gig Workforce staffing model.Manage Forecasting plans, staffing, workload balancing.Realtime Oversite Management.BPO 24-7 INTOUCH CALL CENTERS, Orlando FL 1/2018 6/2022Director Work Force Management & Reporting32 years leading the conception and launch of a new Command Center and Oversite Processes. Overseeing all aspects of Client Work Force planning, strategic development, objective setting, business modeling, and client work acquisition.System Integration: Genesys, Amazon Connect, IEX, Bright Pattern, Ring Central and InContactStaff Planning for ten call centers and international Command Center.Manage Forecasting plans, staffing, workload balancing.VERIZON COMMUNICATIONS, Lake Mary, FL 2/2011 11/2017Senior Operations Manager, Workforce Management and Command Center ControlsOversaw daily operations for a cross-functional workforce planning team and a resource management team, managing scheduling and workflow for 3,000+ employees across 23 call centers. Vendor, Union and Internal Staffing Relationships.Led the design and approval of staffing requirements for internal and external call centers according to work needs.Strategized to mitigate and resolve operational work tracking exposures, driving improvements in company efficiency.Spearheaded vendor management and relations for 1000+ vendor employees in Lakeland, Denver and Weldon Springs call centers.Directed all aspects of the collections operations team, mobilizing teams to slash overhead costs by 30% while implementing back office efficiencies that resulted in 25 FTE savings.Earned the Call Center Certification, leveraging operations knowledge to maximize call center productivity.VERIZON COMMUNICATIONS, Lakeland, FL 1/2000 2/2011Senior Manager of Credit Review Operations, Fraud Operations, & Systems SupportDirected daily operations for an interdisciplinary team providing strategic direction for company-level fraud detection teams, strategizing to improve internal collaborations to maximize investigative efforts.Developed and standardized new fraud detection tools and systems, a new offline tracking tool, and advanced blocking tools to optimize accuracy and productivity.Oversaw credit verification efforts across two call centers, overseeing all aspects of client services throughout the credit review process to include installations, upgrades, and related company services.Implemented appropriate call center metrics and reporting best practices to drive efficiency within a world-class call center.Designed and launched new automated platforms that slashed call times.Additional experience as a Business Analyst and Corporate Fraud Control Investigator & Analyst for Verizon Communications. Served as a Sergeant in the United States Marine Corp; Honorably Discharged with 3 meritorious service/mass awards.EDUCATION & CREDENTIALSCriminal Justice & Public Administration Degree, Upper Iowa University & Hawkeye Community CollegeCertificate in Forecasting & Call Center Studies, Call Center Forecasting School, Lake Mary, FLPolice Science Reserve Academy, Reserve Police Officer, Hawkeye Community College, Waterloo, IAAffiliationsSociety of Workforce Planning Professionals Cedar Valley Rotary Society Elks Club AAF & AMA OrganizationsPatentsDomestic to international Fraud Detection and Process (12 domestic and international patents awarded) Example: #8442193 |
