Experience

Stafford Communications Group

• United States
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Data Analyst

  • Dec 2017 - Present



Novartis

• Switzerland
• Pharmaceutical Manufacturing
• 700 & Above Employee

• Workforce Management Data Analyst

  • May 2016 - Aug 2017

  - Requiring minimal oversight and relying solely on independent research of online resources successfully performed a full system audit of NICE Workforce Management system - Researched and enabled features within the WFM software that allowed for detailed breakdown of offline activities improving forecasts based on more accurate shrinkage variables - Implemented changes that improved employee satisfaction by empowering the agents with the ability to input schedule preferences, request schedule adjustments and manage their time off Show less



Choice Home Warranty

• United States
• Real Estate
• 100 - 200 Employee

• Workforce Analyst

  • Jun 2015 - Jan 2016

  - Provided Real Time Analysis and Workforce Management for a high call volume Contact Center (Average Daily Volume: 5,000 inbound calls) - Responsible for real time management of 93 agents, across seven lines of business and three sites (Edison NJ, Tampa Florida and El Salvador) - Successfully determined accurate Service Level and Handle Time calculations, as well as provided recommendations for Agent Metrics along with the corresponding reports and analytics - Provided Real Time Analysis and Workforce Management for a high call volume Contact Center (Average Daily Volume: 5,000 inbound calls) - Responsible for real time management of 93 agents, across seven lines of business and three sites (Edison NJ, Tampa Florida and El Salvador) - Successfully determined accurate Service Level and Handle Time calculations, as well as provided recommendations for Agent Metrics along with the corresponding reports and analytics



United States Army National Guard

• 2nd of the 102 cav

• Treasurer for the Family Readiness Group

  • Feb 2008 - Jun 2015

  Provided assistance to soldiers and their families during times of crisis or need, participating in various fund raising activities as well as engaging and preparing new family members for upcoming deployments. Provided assistance to soldiers and their families during times of crisis or need, participating in various fund raising activities as well as engaging and preparing new family members for upcoming deployments.



Martindale Legal Marketing Network

• United States
• Legal Services
• 100 - 200 Employee

• Manager

  • Mar 2013 - Mar 2015

  - Assisted with establishing business requirements for migration from AVAYA to Shoretel phone systems- Oversaw the migration of email services for over 4500 users from an independent POP3 provider to OpenSRS. Managing all user auditing and customer communications while acting as the liaison between the technical teams for each provider. - Implemented support plans for overall department operations to meet service level objectives and metrics with responsibility for successful day-to-day operations.- Led a team of 35 representatives through a joint venture which included extensive service and staffing analysis as well as resource reductions Show less

• Team Leader

  • Oct 2012 - Mar 2013

  - Oversaw the performance, team building and professional development for 19 direct reports.- Subject matter expert for CRM analytics, Call Center agent stats, career advancement, knowledge management system and Website Support- Established training calendar based on agent and department skill gap analysis and quality assurance programs

• Senior Consultant, Customer Support

  • Feb 2008 - Oct 2012

  - Played a key role in implementing career advancement path for customer support representatives. - Acted as department scheduler and floor coach; evaluating staffing availability and monitoring service levels in real time.- Implemented knowledge management system.- Managed transition of website support team into Customer Support, including documentation and training of Customer Support team to complete website updates in Wordpress/Weebly, domain name support and email support.- Addressed schedule adherence issues and provided immediate feedback- Delivered reporting and analysis to identify skills gaps and improve department efficiency. Show less



CVS Health

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Shift Supervisor

  • 2004 - 2008