Sr. Force Analyst Resume Example
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SR. FORCE ANALYST
Summary
To obtain a challenging position that will allow for growth and development. I am eager to utilize and contribute the skills I have developed through my education and job experiences.
Skills
Microsoft Excel, Microsoft Word, CMS, TotalView, RTA, My Time (Kronos), eWorkforce Management , SharePoint, Six Sigma Green Belt, Technical Writing and Nexus |
Experience
Sr. Force Analyst
September 2006 to CurrentPae Government Services Inc － Redstone Arsenal , AL
September 2006 to CurrentPae Government Services Inc － Redstone Arsenal , AL
- Continuous monitoring of the call centers call volume and agent availability against scheduled staffing and forecasts
- Review net staffing requirements to revise or adjust daily resource requirements in real time
- Create force schedules to meet the anticipated call load and achieve grade of service objectives
- Input the daily Call Center Stats and distribute via email to both Area Managers and Site Director
- Input the monthly Team Manager Stats and distribute via email to both Team Managers and Area Managers
- Host and participate in Vendor Staffing Conference Calls
- Distribute the monthly Average Handle Time trend report via email to both Team Managers and Area Managers
- Analyze the Inbound and Vendor Centers trends including call volume, call patterns and staff productivity
- Distribute weekly and monthly Agent Stats pertaining to Schedule Adherence via email to both Team Managers and Area Managers
- Participate in Personal Accountability Reporting (SRS/PAR) and System Analyst Conference Calls
- Distribute the weekly Team Managers weekend coverage report via email to both Team Managers and Area Managers
- Distribute the daily and week ending Inbound and Vendor Call Center Stats pertaining to service level via email to the Director Upload Call Center Policy and Procedure documents to the SharePoint site Distribute mid-month and end of the month Repeat Calls Report to both Team Managers and Area Managers Personal Accountability Reporting (PAR) and Personal Development Tracking System (PDTS) Admin
- Created instruction manuals and supporting documents for users of an in-house Sharepoint site.
- Create active schedules for the Call Center
- Participate in Nexus Admin Conference Calls
- Maintain and update floor plans Process move request for the Call Center
- Maintain and update the headcount and attrition report for the Call Center
- Remove all no longer employed agents from Totalview and CMS Produce reporting for agents that release calls within 20 seconds.
Operations Specialist
February 2000 to September 2006Glacier Bancorp － Prescott , AZ
February 2000 to September 2006Glacier Bancorp － Prescott , AZ
- Enter New Hire information into CMS and eWorkforce Management Distribute the Personal Accountability Reporting (PAR) Reports via email to both Team Managers and Area Managers Distribute the Daily Absence/Tardy Report via email to both to Area Managers and the Director of Business End-User Care Distribute the weekly Team Managers weekend coverage report via email to Team Managers and Area Managers Participate in Personal Accountability Reporting (PAR) and System Analyst Conference Calls Continuous monitoring of the customer service statistics system to ensure that service representatives are available to assist with customer inquiries Enter late exceptions into eWorkforce using information from CMS Enter exceptions into eWorkforce pertaining to Agent Productivity Distribute the Call Stats Update on a daily basis to both Team Managers and Area Managers Distribute the System Impact Report on a daily basis to both call center and technical support management Enter overtime into eWorkforce based on service level needs Export Service Representative's Availability Report from CMS and distribute to Team Managers and Area Managers on a daily basis Process trades in eWorkforce Provide information to representatives and their Team Managers related to the representatives' daily schedules including vacation time, training sessions, team meetings, and compliance with policy and procedure Train Business End User Care representatives to complete schedule bid, schedule trade and vacation requests forms Schedule training sessions for the Resolutions Department Upload customer service representatives' schedules to the intranet on a daily basis Coordinate Exception Committee Meetings for representatives who are requesting changes to their schedule Coordinate open house self-assessment testing for potential customer care candidates Conduct interviews for potential customer care representatives as well as facilitate training classes for newly hired and existing employees Conduct prescreens for potential Business End User Care candidates.
Customer Service Representative
March 1998 to February 2000AT&T Wireless － City , STATE
March 1998 to February 2000AT&T Wireless － City , STATE
- Answered 64 or more customer calls on a daily basis Provided world-class service support to customers regarding service plans, special promotions, and billing inquires Analyzed customer accounts to ensure that proper plan rates are in place Assisted customers with registering their account information on-line As a Designated Business- to- Business Liaison, provided support to Representatives regarding account inquiries, and processing changes to business accounts Trained customer service representatives on special promotions, company discounts and rate plans offered only to business customers In the absence of a Team Manager provided floor support to customer care representatives by answering questions regarding customer accounts.
Education and Training
Bachelor of Science Degree : Business AdministrationDelaware State University － City, StateBusiness Administration
Skills
Billing, Call Center, CMS, customer service, customer care, email, forms, instruction, Kronos, Microsoft Excel, Microsoft Word, real time, reporting, Six Sigma, System Analyst, technical support, Technical Writing
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Resume Overview
School Attended
- Delaware State University
Job Titles Held:
- Sr. Force Analyst
- Operations Specialist
- Customer Service Representative
Degrees
- Bachelor of Science Degree : Business Administration
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