Jessica Claire
Montgomery Street, San Francisco, CA 94105
(555) 432-1000 - - resumesample@example.com - -
(555) 432-1000 - - resumesample@example.com - -
Summary
Hardworking, dedicated, organized and flexible professional that easily adapts to change and is ready to take initiative immediately
Experience
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
Education
Expected in 2009
Bachelor of Science: Business Management
Rasmussen College - Mankato, MN
GPA: 3.90
Rasmussen College - Mankato, MN
GPA: 3.90
Skills
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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School Attended
- Rasmussen College
Job Titles Held:
- Senior Business Operations Analyst
- Workforce Management Analyst
- Workforce Scheduling Coordinator
Degrees
- Bachelor of Science
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