~ Results-Focused Leader Seeking Senior-Level Workforce Management Role ~

• Goal-Oxxxxxxented Professional who offers proven Call Center Operations expexxxxxxence and a background in Workforce Management, Team Building / Training, Strategic Analysis / Planning, Trends Tracking, New Process Roll Outs, Operational Enhancements, Policy / Procedure Development, Project Management, and Compliance.
• Ambitious Self-Starter who boasts of above-average career results, and can make sound business decisions to reflect positively on fast-paced call center operations in alignment with a top company s vision, value, and goals.
• Out-of-the-Box Thinker who dxxxxxxves the bottom line by showcasing synergistic team building talents, as well as using sharp commercial awareness to conceptualize, manage, and deliver workforce initiatives to boost success.

(2013 Present)

Director Workforce Operations North Amexxxxxxca Region

  Capitalize on the opportunity to lead forecasting and staffing for all business lines across Citizens Bank organization handling 3 million calls annually with 1,500 agents across customer contact centers, including mentoxxxxxxng and managing a top-performing team of 4 scheduling analysts and 1 forecasting analyst to meet goals.

  Apply sharp analytical abilities toward providing monthly budget forecasts for all call times and long-term strategy.

  Direct Telephony ICM business aspects, along with efficiently managing a results-dxxxxxxven system access group within the organization to deliver on colleagues achieving appropxxxxxxate access to perform current duties.

  Comply with requirements by assuming a synergistic partnership with Xxxxxxsk and other groups.

  Serve as Subject Matter Expert for Aspect Workforce Management and other vendors.

  Served as Project Lead on an Aspect Workforce System upgrade in 2014.

  Reduced overtime costs by 20% after moving to a multi-skill forecasting model.

  Streamlined communications and objectives by rolling out processes with Sitel outsourcer.

  Rolled out procedures and processes for workforce operations across all customer contact centers.

  Coordinated efforts with project teams on marketing initiatives that will impact customer service, and build staffing models which are instrumental in boosting the bottom line in competitive markets.

(2004 2013)

Director Workforce Operations North Amexxxxxxca Region (2011 2013)

  Utilized broad scope of industry knowledge and dynamic business acumen toward directing forward-thinking forecasting, staffing, and daily performance efforts for high-volume reservation call centers in North Amexxxxxxca handling 12 million calls annually, including dxxxxxxving strategic planning, budgeting, and department communications.

• Drove operations growth by designing and rolling out a CED document to the NAD Call Centers in 2011, including providing comprehensive guidelines to supervisors when they were needed to assist with customer calls.
• Served as Subject Matter Expert with eWFM, including handing configuration of system, forecasting, scheduling, multi- / single-skill configurations, and integration with ACD, Real-Time adherence, and Empower Agent Portal.

  Led efforts with hotel support services to rebuild process for emergency staff assistance duxxxxxxng weather catastrophes.

  Achieved consistent forecast accuracy at +/- 3% across all departments.

  Rolled out a shift bid process across all sites for optimal staffing across intervals.

  Completed Telephony project to streamline how many skills agents carry in departments.

  Generated 90% CSL for Platinum Line guests the first time the goal had been met in 7 years.

  Built @home associates model and have increased @home model to 40% of staffing population.

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Director Workforce Operations North Amexxxxxxca Region (continued)

  Rolled out a process for supervisors to enter scheduled off phone activity for agents using Empower agent portal, and ultimately achieved a savings of 2 FTE by taking work off of workforce operations.

  Reduced overtime by 30% for a cost savings of $497,302 annualized through improvements in agent productivity and multi-skill staffing across North Amexxxxxxca Call Centers.

  Rolled out new OT and Leave Early Online processes for NAD call centers in 2009 and improved agents accessibility through Starwood s Corporate Portal Intra-Net Site.

Forecasting Director (2004 2011)

  Strategically steered forecasting across all call-taking departments, including proactively rolling out new tools to improve forecasting and staffing accuracy, as well as building budget staffing models for upcoming years for NAD and EAME regions and serving as Subject Matter Expert for corporate finance for call volume assumptions.

  Rolled out eWFM agent portal, Empower, to NAD and international call centers.

  Rolled out eWFM tool to NAD sites and forecasting and staffing for eComm using eWFM.

  Trained Cork Customer Contact Center staff on operational best practices and how to use eWFM.

  Moved Call Centers from spreadsheets to building 30-minute staff intervals and workforce system use.

(2001 2004)

Resource Analyst

  Contxxxxxxbuted sharp multitasking skills toward evaluating cxxxxxxtical forecasting and staffing efforts for tuition financial call centers, along with proactively promoting new processes to enhance business efficiencies and productivity.

  Effectively supported an outbound project in 2002 for the installation of a valuable solution to meet objectives.

  Supported IVR Project with Telephony and rolled it out in 2003.

  Trained staff members in Blue Pumpkin workforce tool and agent portal.

  Completed core skilling restructuxxxxxxng and guidance on how to skill up agents.

  Improved customer expexxxxxxence 40% in the first six months by rolling out unique new processes.

  Rolled out real-time call center adherence to enhance compliance and improve customer expectations.

(2000 2001)

Forecasting & Staffing Analyst

  Played a vital role in aggressively leading forecasting and staffing initiatives for Sovereign Bank NE Call Center, including handling all daily analysis and guidance for call center managers to meet human resources-based needs.

  Demonstrated strong communication skills toward collaborating with a Pennsylvania-based call center regarding staffing coverage, along with providing updates to Call Center Director to address staffing implications / changes.

  Optimized operations efficiency by providing detailed reports on attxxxxxxtion trends, analysis on incremental volumes, and AHT changes while working in coordination with marketing teams to impact call center volume.

  Effectively led comprehensive training for users of a new Genesys system.

  Rolled out a new workforce platform from eWFM to Workforce Management from Genesys.

  Built forecasting models for Consumer Banking and Small Business volumes and AHT implications.

Workforce Management Systems (e.g. Aspect, Blue Pumpkin)

Avaya ￨ ICM ￨ Microsoft Office (Word, Excel, PowerPoint, Outlook)