Experience

RE/MAX Associates San Antonio

• United States
• Real Estate
• 1 - 100 Employee

• Realtor

  • Oct 2017 - Present

  Realtor - Re/Max Associates in San Antonio, TX Realtor - Re/Max Associates in San Antonio, TX



AT&T

• United States
• Telecommunications
• 700 & Above Employee

• Manager, Workforce Management

  • Sep 2009 - Mar 2017

  Created schedules for up to 10 Call Centers across the U.S. and coordinated with other Workforce Managers to support projected forecasts based on work volume. Analyzed weekly and monthly utilization reports to identify opportunities for scheduling improvements. Managed vacation time, within IEX system, for non-management Call Center Associates. Ensured vacation time was available and all earned time, within the calendar year was utilized and potential union grievances were mitigated.• Analyzed metric reports to determine need for increasing call center hours of operation, and successfully created schedules to accommodate new hours and allow non-management associates to bid on preferred work schedules.• Collaborated with other Workforce Managers to determine call volume and made recommendations to Call Center Management to determine employee availability for off line activities including meetings, continuation training and commitment time.• Setup and managed vacation scheduling parameters in IEX for non-management call center employees, to ensure time could be taken with-in the calendar year, while competing with multiple call center activities.• Provided education and training on preference scheduling to non-management employees, Union Representatives and Call Center Managers, to provide a clear understanding of the scheduling process. Show less

• PROJECT MANAGER, Service Order Centers

  • Feb 2001 - Sep 2009

  Managed 15 Call Centers with up to 1500 Associates across the U.S. Oversaw adds/moves/changes, lease rollovers, and computer equipment leasing projects. Partnered with Call Center Managers to research and identify equipment for centers and maintain equipment inventory. Conducted on-site inspections of new construction and rehab projects of Call Centers to ensure on-time completion. Liaison to Call Centers, Project Managers, and Information Technology to negotiate change orders based on additional facility requirements. Collaborated with Corporate Real Estate to select furniture, design workspace, and manage voice/data installations. Secured financial waivers for acquisition of non- standard computer equipment.• Relocated more than 600 San Antonio, TX Corporate Call Center Associates from leased to company owned facility, which included furniture layout to provide maximum efficiency for use of space, and availability of computer hardware for center.• Successfully added 60 Call Center Associates to El Paso center, which involved collaborating with Corporate Real Estate to have plans drawn for additional workspace in vacant areas of facility; avoiding furniture reconfiguration costs.• Redeployed 80 computers from Kansas City Call Center to other centers, in order to reduce cost of leasing computers for new facility.• Validated 3000+ assets annually to ensure accurate inventory information and ensure Consumer Markets were not charged for items not in the department’s possession.• Researched and managed project to add additional RAM to 80 existing leased PCs, after determining it would result in lower costs to the department than leasing new equipment.• Coordinated “go live” dates and equipment/software installs with in-house technicians and Avaya, to set up “Soft Phones” in Call Centers, which provided customer service coaching opportunities for Associates by enabling the ability to record agent/customer interactions. Show less

• Center Manager

  • Aug 1997 - Feb 2001

  Coached and mentored non-management team members in both the consumer Extended Hours Billing Inquiry Center and the Credit and Collections Center. Selected by senior management as Project Manager for the ACE Project for the Credit and Collection Reorganization. Provided Tier I support on technical issues related to computers, programs, and audio/visual equipment.• Coordinated closely with business units to design infrastructure rehab, create architectural changes, furniture design, and requirements for voice/data equipment and infrastructure.• Created, implemented, and managed incentive programs for non-management call center staff that significantly improved performance and ensured ability of centers to reach collection performance goals.• Managed build out of new office to accommodate over 100 Collections Representatives for Project ACE, which included telephony and transition from “dumb terminal” to desktop computers. Show less

• Service Representative, Sales and Marketing & Billing Inquiries

  • Apr 1990 - Feb 1997

  Effectively researched customer accounts, answered technical questions, and assisted with troubleshooting equipment issues. Worked with customers to research account information, answer billing related questions, resolve carrier claims, and arrange for payments. Effectively researched customer accounts, answered technical questions, and assisted with troubleshooting equipment issues. Worked with customers to research account information, answer billing related questions, resolve carrier claims, and arrange for payments.