Summary: Over 16 years of Workforce Management experience. Dedicated individual focused on developing team members' strengths in order to build a dynamic and high performing team who surpass company goals and objectives. Strong focus on Workforce Management, Process Improvement, Business Analysis, Change Management, and Project Management.
07/2003 to 12/2004
Workforce Management Scheduling AnalystWilliam Sonoma – Oklahoma City, OK
Add newhires into eWFM and HRMS.
Monitor call volume and trends.
Process time off and schedule changes.
08/2000 to Current
Workforce Management Supervisor (Manager POC)Sprint Customer Care Center – Oklahoma City, OK
Promoted to acting Manager in 2007
Hired and trained staff.
Trained, coached and mentored staff to ensure smooth adoption of new program.
Initiated rollout of new enterprise software solution for sales reporting.
Exceeded company objectives with 20% Shrinkage, 91% Occupancy or better, 85% SQI, 95% SI, 10% or less outbound, and 95% Adherence or better.
03/1997 to 08/2000
Scheduling/Finance AnalystConvergys-Moore, Ok
Schedule Call center employees to ensure forecast call volume is met.
Analyzes call volume, call patterns, productivity, attrition rates, and allocation.
Tracked Purchase Orders and Requisition requests via PeopleSoft.
Insured that the client (DTV) was billed properly (Revenue) Create schedules and forecast via IEX Monitor Call Volume, SVL, ASA, and Occupancy Provide reporting to the business on performance on an hourly, daily, and weekly basis Monitors inbound/outbound traffic and ensures efficient distribution based on staff availability.
General Education Norman High School - Norman, Oklahoma
Merchandising and Business Management
Executive Office Administration City College - Norman, Oklahoma
Analytical, Strong written and verbal communication skills, Exceptional interpersonal communication, Unsurpassed work ethic, Results-oriented, Detail-oriented, Process improvement, and Self-Motivated.