Multi-talented support specialist consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity.
Experienced call center support specialist with over 16 years of experience in call center industries such inbound/outbound support, sales verification, customer service, surveys, collections, and telemarketing. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.
Skills
Delegating
Strategic Thinking
Reliability
Ethics
Categorizing data
Project Management
Scheduling
Strategic Planning
Collaboration
Observation
Data analysis
Critical thinking
Time management
Reporting
Work History
Owner Rental Support Specialist, 04/2015 - Current Comerica – Dearborn, MI,
Assists on various projects and tasks as assigned by management
Develop and implement training modules and standard work documentation for all maintenance processes
Assist with audit of inventory management program
Develop transition management plans to move applications from in development to in production
Secure valuable inventory using yield management tools
Command Center Analyst, 09/2012 - 04/2015 Procore Technologies, Inc. – Tampa, FL,
Analyze current work load to ensure sufficient coverage in all skill groups across multiple sites
Make scheduling decisions such as shifting schedules or authorize overtime to cover staffing deficiencies
Use sound business and technical judgement, understand drivers, validate assumptions, and data accuracy to
provide accurate statistical reporting
Prepared intraday reports on staff attendance and auxiliary codes
Processed management requests for modifications of scheduling events (meetings/trainings, etc.)
Workforce Management Scheduling Analyst, 08/2008 - 09/2012 Massmutual Financial Group – Richmond, VA,
Collaborate with Operation Management to identify opportunities and further optimize our workforce
Maintained running reports of attendance incidents
Managed schedule changes to ensure adequate daily resource coverage
Monitor intra-day volumes to ensure compliance to business needs
Building and maintaining shift profiles in the Microsoft Access database
Analyzed PTO submissions and approve/deny in conjunction with management based on their effects on
operations
Utilize workforce management software and all other contact management tools to effectively analyze and
forecast staffing needs and requirements to ensure optimum productivity
Work directly with call center management to ensure goals are met through intra-day management of shifts,
skills, and changes to plan
Guides workforce management team to analyze and plan for activity based on forecast models
Education
Bachelor of Science: Business Administration And Management, Expected in 2020 - University of Phoenix-Central Florida Campus - Orlando, FL GPA:
Within the academic and other on-campus activities, I always looked for an opportunity to apply and develop some of the practical skills demanded in the professional world, such as team building, marketing, implementation, leadership, and more.
Accomplishments
2019 Bronze Stevie Award for Front-Line Customer Service Team of the Year
2019 American Resort Development Association Nominee
Skills
Delegating
Strategic Thinking
Reliability
Ethics
Categorizing data
Project Management
Scheduling
Strategic Planning
Collaboration
Observation
Data analysis
Critical thinking
Time management
Reporting
Work History
Owner Rental Support Specialist, 04/2015 - Current Wyndham Destinations – Orlando, FL
Assists on various projects and tasks as assigned by management
Develop and implement training modules and standard work documentation for all maintenance processes
Assist with audit of inventory management program
Develop transition management plans to move applications from in development to in production
Secure valuable inventory using yield management tools
Command Center Analyst, 09/2012 - 04/2015 Optum – Orlando, FL
Analyze current work load to ensure sufficient coverage in all skill groups across multiple sites
Make scheduling decisions such as shifting schedules or authorize overtime to cover staffing deficiencies
Use sound business and technical judgement, understand drivers, validate assumptions, and data accuracy to
provide accurate statistical reporting
Prepared intraday reports on staff attendance and auxiliary codes
Processed management requests for modifications of scheduling events (meetings/trainings, etc.)
Analyzed PTO submissions and approve/deny in conjunction with management based on their effects on
operations
Utilize workforce management software and all other contact management tools to effectively analyze and
forecast staffing needs and requirements to ensure optimum productivity
Work directly with call center management to ensure goals are met through intra-day management of shifts,
skills, and changes to plan
Guides workforce management team to analyze and plan for activity based on forecast models
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