Highly motivated professional with 15+ years acquired experience in various customer service and technology related positions. A resourceful analyst with demonstrated strengths in leadership, communication, organization and process improvements. Ability to adapt to fast paced environments while developing critical success factors that maximize efficiency. Expert level knowledge of contact center operations, workforce management procedures, call routing design and project management. Strong focus in the areas of technical support, scheduling, and real time management. Highlights Strong Analytical skills RTA (Real-Time Adherence) problem solving CMS Supervisor Avaya Project Management eWorkforce Management (Aspect, Verint, IEX, Microsoft Office Tools TCS, and Forecasting and Scheduling Genesis Division Monitor (Web Solutions) CCpulse ICM (Intelligent Call Management) Help Desk Accomplishments Exceeded monthly contact center goals for service level goals. Instituted new internal employee development program within workforce management group that improved employee morale and performance. Trained and Developed a team of analysts to support 7+ center locations individually without direct supervision. Facilitated several system integrations resulting in no customer experience impact. Star Quality Award for Performance Excellence Number Star Player Awards. Monthly and Annually. Implemented new procedures and resources available for our business partners and staff to utilize. Cost reduction and revenue for the organization.
Workforce Management Coordinator08/2013 to CurrentNissan Motor Acceptance CorpIrving, TX
Perform short term and long term forecasting for inbound call volumes as well as non phone related workloads.
Creates schedules that ensure achievement of service levels, revenue goals, operating and budget parameter, maintains fair scheduling practices that meet business and employee needs.
Builds staffing strategies that account for growth, seasonal variations, and special events affecting call volumes.
Verifies staff adherence to schedules, and reports planned versus actual staffing data.
Reporting data to Sr.
leadership group with meeting deadline times.
Facilitate weekly leadership meetings and focus groups.
Sr. Admin. Analyst10/2011 to 12/2012JPMorgan Chase & CoArlington, TX
Developed partnerships with Site Operations, Retail Training Ops, Telephony, Retail Operations Control Center (ROCC), Forecasting, and Capacity Planning teams for daily worfklow execution.
Evaluate and analyze real-time/historical trends to make strategic and tactical decisions supporting production needs.
Collaborated with senior leadership and management teams to provide continuous improvement of department process and procedures.
Monitor real-time performance statistics, added and adjusted schedules to secure sufficient staffing requirements to provide a positive impact to our customers.
Lead and facilitated meetings and conference calls as needed with our site partners.
Used dynamic forecasts to identify and research Service Level risks and solved for any problems while proactive bringing awareness to senior management.
Oversaw and provided coaching to our Information Specialist while sharing best practices to facilitate continued b.
Sr. Intermediate Analyst04/2010 to 09/2011Citicorp Data Systems Inc Las ColinasIrving, TX
UM responsibilities overlooking team during daily operations.
Providing effective feedback and coaching strategies to ensure everyone is able to shine and provide exceptional service, while streamlining and implementing new methods or ideas.
Point of contact for our organization consisting of communicating to our partners, directors, and management while making executive decisions to maximize business results.
Analyze MIS, routing and other performance measures including COB routing for systems failure and telephony.
Ensured adequate TCC staff were trained at all times on all assigned Customer Service volume streams in order to achieve service level standards.
Coordinated the prompt resolution of all call routing or host related issues with an appropriate systems or networks personnel.
Directed and managed integration of new lines of business.
Utilized subject matter expertise to deliver process and performance improvements and drive for inc.
eWorkforce Workflow Coordinator II07/2004 to 04/2010Citicorp Data Systems Inc Las Colinas IrvingSan Antonio, TX
Manage the day to day projects and programs planning and implementations through quality and timeliness as the primary point of contact between WFM departments, Operations, Program Management, for the responsible business lines, from a Telephone Control Center perspective, developing and training.
Analyze short-term and long-term forecast, trends and capacity planning data.
Communicate analysis of call center performance metrics to management/staff daily and provide recommendations for improvement in opportunity areas to drive results.
Coordinate business initiatives to ensure that compliance and off the phone activity is being managed effectively.
Perform daily/monthly employee alignment audits to ensure reporting accuracy is maintained within all businesses.
Create and organize policies, procedures and special projects with team and management staff to maintain the efficiency of work flow.
Direct line of contact for reporting and escalating and rem.
High School Diploma: General Studies1 1994Bel Air High SchoolEl Paso, TX, USAGeneral Studies