Experience

Calabrio, Inc.

• United States
• Software Development
• 400 - 500 Employee

• Workforce Management Support Engineer

  • May 2018 - Present

  Provide support to Calabrio's WFM customers Provide support to Calabrio's WFM customers



LogMeIn

• United States
• Software Development
• 700 & Above Employee

• Senior Workforce Management Specialist

  • Apr 2017 - May 2018

  Continuation of the Workforce Management Specialist Role, with the addition of: Call volume forecasting for 8 separate products, with up to a 97% accuracy rate Assisted with the smooth transition of the call center to a new partner, including training the workforce team Continuation of the Workforce Management Specialist Role, with the addition of: Call volume forecasting for 8 separate products, with up to a 97% accuracy rate Assisted with the smooth transition of the call center to a new partner, including training the workforce team



Citrix

• United States
• Software Development
• 700 & Above Employee

• Workforce Management Specialist

  • Apr 2012 - Apr 2017

  Helped lead a team of three other Workforce Management Specialists in coordinating all WFM tasks necessary for a 200+ agent call center environmentLed as the primary contact for interfacing with other departments for all Customer Care agent requestsWorked with Telecom and IT in testing of new WFM software solutions and upgradesContinually innovated new best practices to ensure employee process satisfaction, as well as maintaining appropriate service levelsCreated and implemented disaster recovery processes Show less

• Senior Coordinator

  • Jun 2010 - Apr 2012

  Created a Workforce Management solution from scratch for 80+ headcount call center.Implemented consolidated, data driven processes for:Time OffShift SchedulingFlexible Breaks and LunchesDocumented and formalized all WFM related tasks, and served as a single point of contact for the entire call center for all schedule related requestsWorked closely with the Telecom, Engineering, and Leadership teams to ensure all technology solutions were in place and accessibleTrained all employees in the use of these solutions to self-manage their schedules Show less



UPS TeleServices

• Staffing Reports Analyst

  • Jun 2007 - Jul 2010

  Duties:Create and maintain schedules for more than 200 call center agents, covering multiple desks and over 14 hours a day;Analyze schedule trends and staffing needs to recommend adding or reducing current headcount;Create reports from multiple databases, using tools including Microsoft Excel and Access;Provide data and analysis when requested by senior management;Work closely with the Human Resources department to ensure all labor laws are adhered to in schedule formation.

• Senior Administrative Office Assistant

  • Mar 2004 - Jun 2007

  Duties:Serve as point of contact for all requests coming into the Staffing and Scheduling department;Adjust schedules to ensure adequate coverage of multiple call center desks, throughout the day;Train new Administrative Office Assistants;Work closely with internal and external customers to make sure that all coding needs are met.

• Quality Specialist II

  • Dec 1999 - Mar 2004

  Monitor and evaluate telephone agents for customer service and technical support; Work directly with various clients and internal managers, researching and evaluate needs to develop and revise Quality Assurance Handbooks, including the UPS Second Level Handbook; Administer and maintain digital recording system (Nice) for the Quality and Operations departments; Train new hires on Quality Assurance procedures and Customer Service Skills; Schedule individual training sessions with First Level Agents when necessary; Provide statistical analysis of quality scores from raw numerical data, using Excel formulas and tools; Create, proofread, and edit Quality policies and procedures. Show less

• Technical Support Specialist

  • Sep 1998 - Dec 1999

  Duties: Provided telephone and e-mail based technical support for a diverse set of operating systems and hardware platforms.



House of Refuge

• Office Assistant

  • Jun 1999 - Dec 1999

  Office work as assigned by managers, including filing, copying, word processing, and computer technical support. Position: Volunteer Coordinator (concurrent with Office Assistant) Duties: Responsible for creation and implementation of volunteer program Office work as assigned by managers, including filing, copying, word processing, and computer technical support. Position: Volunteer Coordinator (concurrent with Office Assistant) Duties: Responsible for creation and implementation of volunteer program



InternetNow! Inc

• Agent Manager/Technical Support Agent

  • Jan 1998 - Sep 1998

  Duties for Agent Manager position: Supervised technical support agents and receptionist; Trained agents, receptionists, and Internet resellers; Added and removed accounts from internal server, using an interface with the UNIX system; Handled advanced technical support and customer service issues; Acted as a liaison between departments (accounting, engineering and marketing), and the support agents. Duties for Technical Support Agent: Assisted customers in troubleshooting and setting up their computers for the Internet using the Macintosh, Win 3.x, Windows 95, and Windows NT operating systems; Handled calls concerning billing issues; Sold new accounts; Registered domain names with Internic, the former governing agency for domain names. Show less