Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -
Hardworking, dedicated, organized  and flexible professional that easily adapts to change and is ready to take initiative immediately 
08/2015 to Current
Senior Business Operations Analyst Dish Network Corporation Wah, NY,
  • Analyzing data, interpreting the results and identify opportunities for improvement in performance
  • Developing and maintain tracking tools to help in optimization
  • Partner with operations teams to plan short term and long term goals for the Enterprise
  • Schedule 10,000 multi skilled agents globally
  • Trend call arrival patterns and adjust staffing accordingly
  • Determine skill need on an a skill site day of week and time of day using Workforce Management metrics
  • Identify volume interruptions that impact contact center performance
  • Configuration and implementation of Teleopti Scheduling Software for 10,000 agents
01/2011 to 07/2015
Workforce Management Analyst Abm Dublin, OH,
  • Develop and maintain daily reports                                              
  • Forecasting accurate workload needs for both Order Capture and Customer Service
  • Determine needs and requirements to meet service level goals
  • Create schedules and process time off within the Genesys platform
  • Created and maintained Cost Benefit Analysis on work at home agents vs on-site agents
07/2010 to 01/2011
Workforce Scheduling Coordinator Evine City, STATE,
  • Create schedules in excel for 300 call center reps in two sites
  • Manage time off requests/vacation balances
  • Analyze call volume patterns and staff accordingly
  • Participated in the implementation of a work at home program
Expected in 2009
Bachelor of Science: Business Management
Rasmussen College - Mankato, MN
GPA: 3.90
Well-developed in communication, interpersonal, analytical, and problem solving skills
Technical Skills:  Ultipro, Genesys WFM, Echosystem Management, Teleopti Scheduling Software, Aspect WFM, Microsoft Office (Word, Excel, Access, PowerPoint, Outlook)

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