CC Compliance and WFM Supervisor

• Feb 2022 - Present

Sr. Workforce Management Compliance Consultant

• Jul 2019 - Jan 2023

Successful Project Manager for Workforce Management related projects in the contact center from coordination of project requirements to testing and roll out Responsible for coordination, documentation and management of TCPA compliance for outbound predictive dialer Coordinate with legal and compliance teams and develop risk management strategies to ensure business objectives are met while remaining compliant with regulations Partner with Internal Audit department to complete yearly… Show more Successful Project Manager for Workforce Management related projects in the contact center from coordination of project requirements to testing and roll out Responsible for coordination, documentation and management of TCPA compliance for outbound predictive dialer Coordinate with legal and compliance teams and develop risk management strategies to ensure business objectives are met while remaining compliant with regulations Partner with Internal Audit department to complete yearly audits of contact center vendors, complete monthly access reviews and monitor for contract compliance of all external vendors Key role in onboarding of new contact center vendors from contract processing to end of training Back up to Workforce Operations Manager, WFM Supervisor and Sr. Strategic Planning and Reporting Analyst

Sr. Workforce Management Specialist

• Mar 2017 - Jul 2019

Back up to Sr. Workforce Optimization Manager WFM Project Lead for Contact Center Projects - Lead for WFM Expansion to Operations (Back office) - Lead for Dialer Redesign Project -Hours of Operations review project -Lead for I3/Onbase Integration Project Manage dialer compliance Lead Contact Center Planner Monitor Real Time adherence, call queues, scheduling of agents

Dialer Campaign Productivity Specialist

• Sep 2012 - Mar 2017

• Responsible for daily administration, list management, reporting, and monitoring of Predictive Dialer System for blended inbound and outbound sales department. • Build, monitor, and manage calling lists and list strategies. Monitor and adjust outbound dialing parameters to maximize contact rates and minimize agent idle time. • Continuously investigate for operational and system enhancements ensuring efficient coordination for developing schedules, campaign roll outs, and ongoing… Show more • Responsible for daily administration, list management, reporting, and monitoring of Predictive Dialer System for blended inbound and outbound sales department. • Build, monitor, and manage calling lists and list strategies. Monitor and adjust outbound dialing parameters to maximize contact rates and minimize agent idle time. • Continuously investigate for operational and system enhancements ensuring efficient coordination for developing schedules, campaign roll outs, and ongoing dialing strategies. • Liaison between sales agents and IT for system troubleshooting as issues are found. • Responsible for ensuring departmental compliance within Telemarketing, State and Federal laws and incorporate changes when necessary. • SME on Call Center compliance attending regular compliance conferences and webinars to stay up to date on TCPA and DNC regulation and best practices. • Call Center lead for dialer enhancement projects. Work with IT to design and test new dialer enhancements, agent user interface, system upgrades, bug fixes, and changes. Create and manage test cases and test log. • Collaborate with Marketing team and Sales leadership to create and test new outbound sales campaigns, and work with Marketing Database team to design new campaign selection criteria. • Call Center project lead on sales real time lead campaign. • Real time management of outbound and inbound sales queues. • Backup to WFM team and WFM Operations Manager as needed.

Workforce Management Specialist

• Feb 2011 - Sep 2012

• Creation and management of schedules for approximately 250 call center representatives including meetings with supervisors and training sessions. • Real-time management of agent adherence and call routing. • Real-time management of predictive outbound sales dialer. • Report analysis for identifying ways to improve contact center success.

Life Insurance Sales Agent

• Sep 2007 - Jan 2011

• Inbound and outbound sales calls to acquire life insurance applications and take payments. • Monthly and quarterly VIP recognition for being top sales producer. • Coached/trained new and existing agents on sales processes and dialer functions. • Monitoring calls of peers for coaching opportunities. • Inbound and outbound sales calls to acquire life insurance applications and take payments. • Monthly and quarterly VIP recognition for being top sales producer. • Coached/trained new and existing agents on sales processes and dialer functions. • Monitoring calls of peers for coaching opportunities.

Customer Service Telephone Representative

• Nov 2006 - Sep 2007

• Customer service call center representative taking inbound service related calls. • Monthly and quarterly VIP recognition for payment success. • Coached/trained new service agents. • Customer service call center representative taking inbound service related calls. • Monthly and quarterly VIP recognition for payment success. • Coached/trained new service agents.