Dedicated and detail-oriented professional with over 18 years of workforce management and call center operations experience with service excellence SKILLS SUMMARY Experienced strategic and tactical planner Past phase reporting Strong technical skills- Excel,Powerpoint,IEX, Avaya - CMS, Orbit, Pipkins, and Aspect Exceptional analytical, forecasting, scheduling , and effective communication skills Analysis of KPIs to establish goals and metrics Scorecard and metric design
Client relations specialist
Conflict resolution techniques
Meticulous attention to detail
Meticulous attention to detail
Real Time Analyst, 01/2012 to CurrentAutomatic Data Processing, Inc － Dallas, Texas
Responsible for monitoring the effectiveness of the forecast and the execution of the scheduling plan for sustainable goals and results - about 150 agents in two different platforms and four different skills Liaison with central workforce team in forecasting , scheduling, and training areas under 30 days for all IEX updates, adjustments and reschedules.
Point person for all CMS IDs and extensions assigning to all new hires.
Working close with the senior leadership to influence planning and support to drive the results according to the region goals, trends, and historical performances.
Collaborating with the floor managers and resource managers to run the daily transactions smooth and results oriented with balancing both internal and external client experiences Adherence improvement measures through negotiating skills.
Daily Service level forecasting on intraday basis and ensuring necessary scheduling adjustments to meet the staffing needs per FTE head cou.
Workforce Analyst, 01/2006 to 01/2012
Responsible for short term and long term forecasting of two cluster management unites utilize Erlang calculations and knowledge of the business to determine staffing needs Maintain historical data tables to compare meaningful data including calls per client, rate of change, and skill-based trends with ability to prioritize, organize and summarize data Focus on Key Performance Indicators - handle time, speed of answer, and occupancy Develop/produce Daily DMOQ report to measure forecast accuracy and call performance Use long term forecasts to determine available vacation and training slots Create internal planning document to review staffing requirements according to service level goals; identify busy volume days and half hour distribution for additional staffing plan Meet with regional leadership team to plan for additional staffing needs every four weeks; revisit the plan on weekly basis for any unforeseen business needs Implement the planning wisely balancing the worklo.
Call Center Coordinator, 01/2000 to 01/2006
Responsible for scheduling 150+ agents in an inbound call center to support both the agent and customer experience Conducted Peak Bids and Annual Paid Time off bids and also the overtime process Aspect administrator for managing agents phone login identifications and skill sets NICE administrator for setting agents in the system with call recording setup Weekly management team meetings with Call Center senior manager and floor managers to discuss on upcoming volume trends and staffing needs and training requirements Technical Support Liaison for Call Center Work Stations and Corporate Technical Support Designing staffing compliance reports to ensure correct FTE staffing to handle volume.
01/1993 to 01/2006FedEx － Dallas, Texas
Research Assistant, 01/1995 to 01/2000
Performing research in support of resolving department issues/problems Utilizing various systems and assisting with Network Processes Compliance maintenance and call center performance reports from Aspect for payroll Liaison between call center and Intraday Operations Center Reports generation, data base management such as Time of Tracking, Medical Absence Pay Screening requests and redirecting as appropriate.
Call Center Representative, 01/1993 to 01/1995
Ensuring outstanding responsiveness to all customers needs and requirements.
Generating new revenue and repeat sales through Finders Keeper Program.
Assisting in resolution of customer complaints regarding service failures.
Maintaining call quality and call handle time as per prescribed guidelines.
Bachelor of Science:Business/ManagementUniversity of Phoenix － Dallas, Texas
AWARDS SBS Champion award - 2012 - Q3-Q4 Champion Representative of the Month - Call Center - FedEx Individual Contributor - Workforce Management Team - FedEx OTHER ACTIVITIES Member - Toast Masters International IEX Annual Conference Participant (2007 and 2008) Project member for development of operations support process with FedEx Project member for Intelligent Call Routing in ADP