Experience

BridgepointeCX

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Consultant

  • Feb 2022 - Present

  United States

• Business Analyst

  • Sep 2019 - Feb 2022

  Texas



Open for new opportunities

• Telecommunications
• 1 - 100 Employee

• Manager Workforce Management

  • Dec 2018 - Sep 2019

  Texas



Brinks Home

• United States
• Consumer Electronics
• 700 & Above Employee

• Manager Workforce Management and Vendor Management

  • Dec 2017 - Dec 2018

  Farmers Branch, TX



West Marine

• United States
• Retail
• 700 & Above Employee

• Workforce Business Analyst

  • Jul 2016 - Oct 2018



Travana

• Manager, Workforce Management

  • Feb 2016 - Jun 2016

  San Francisco, CA



Randstad

• Netherlands
• Human Resources Services
• 700 & Above Employee

• Workforce Consultant

  • Nov 2012 - Feb 2016

  Northern California Partner with clients and internal divisions of Randstad Staffing regarding staffing plans, retention, recruiting, and talent engagements. Manage multiple projects within budgetary goals and client service level agreements. Ensure compliance with Randstad RIS program, state, and local regulations.



Royal Caribbean Group

• United States
• Travel Arrangements
• 700 & Above Employee

• Sr. Operations Analyst

  • Feb 2011 - Nov 2012

  Analyze performance results and implement department improvements. Plan for upcoming organizational needs and implement strategies in a proactive manner. Analyze and maintain all Service Level Agreements. Ensure department operates efficiently according to company measures. Maintain understanding of business specific training. Resolve escalated customer complaints. Determine appropriate staff-mg levels and implement strategies to ensure the efficient operation of the… Show more Analyze performance results and implement department improvements. Plan for upcoming organizational needs and implement strategies in a proactive manner. Analyze and maintain all Service Level Agreements. Ensure department operates efficiently according to company measures. Maintain understanding of business specific training. Resolve escalated customer complaints. Determine appropriate staff-mg levels and implement strategies to ensure the efficient operation of the department. Work with support departments to ensure staffing strategies are effectively executed. Achievement of budgetary measurements. Maximize cost to revenue generated efficiency. Support long and short term financial projections. Responsible for expense management. Support the data collection for billing process, including ISRS, billable/non-billable hours. Development, maintenance and testing of the project''s business continuity plan. Responsible for selecting, training, developing, and managing performance of professional and non-exempt direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff in accordance with the organization''s policies and applicable legal requirements Show less



Securus Technologies, Inc

• Call Center Manager - Workforce and Reporting

  • Mar 2010 - Jul 2010

  Partner with center directors to implement planning and staffing strategies which enable supervisors and floor staff to operate effectively and efficiently. Develop processes for workforce management and center interactions to promote increased revenue and decreased cost. Use WFM tools to increase volume capacity according to scheduled plan for work movement. Partner with business leaders to build strategy and staffing operations models to increase customer base with minimal cost… Show more Partner with center directors to implement planning and staffing strategies which enable supervisors and floor staff to operate effectively and efficiently. Develop processes for workforce management and center interactions to promote increased revenue and decreased cost. Use WFM tools to increase volume capacity according to scheduled plan for work movement. Partner with business leaders to build strategy and staffing operations models to increase customer base with minimal cost increase. Show less



CUNA Mutual Group

• United States
• Financial Services
• 700 & Above Employee

• Call Center Process Leader - WFM Planning and Monitoring

  • Jul 2006 - Mar 2010

  Managed WFM program across 3 centers nationwide. Planned and executed effective and efficient schedules to meet customer demand. Selected Accomplishments Worked with multiple departments and executive levels of management to strategically manage change and business improvement projects resulting in saving the company an average of $2 million annually. Reduced overhead by 15% across 4 locations through process improvement initiatives and training. Increased productivity 25%… Show more Managed WFM program across 3 centers nationwide. Planned and executed effective and efficient schedules to meet customer demand. Selected Accomplishments Worked with multiple departments and executive levels of management to strategically manage change and business improvement projects resulting in saving the company an average of $2 million annually. Reduced overhead by 15% across 4 locations through process improvement initiatives and training. Increased productivity 25% while improving quality in a 6 month period. Optimized utilization of resources, resulting in handling more contacts while reducing resource use by 10%. Led green belt project to further reduce demand planning variances driven by business changes. Show less



Accenture, Inc

• Capacity and Demand Planning Manager - Consultant

  • Feb 2004 - Jul 2006

  Developed planning process to ensure client customer demands were forecasted and distributed across multiple vendors. Reduced costs through forecast accuracy. Selected Accomplishments Developed comprehensive forecasting model that enabled management of multiple vendor locations worldwide for a multi-billion dollar client with over 1/3 of the consumer market. Forecasted with less than 5% variance. Managed client expectations through regular meetings and reports documenting… Show more Developed planning process to ensure client customer demands were forecasted and distributed across multiple vendors. Reduced costs through forecast accuracy. Selected Accomplishments Developed comprehensive forecasting model that enabled management of multiple vendor locations worldwide for a multi-billion dollar client with over 1/3 of the consumer market. Forecasted with less than 5% variance. Managed client expectations through regular meetings and reports documenting progress on continuous improvement initiatives. Reduced cost through accurate demand forecasting method saving both the client and Accenture over $1 million in penalties during the changing customer contact routes and self service initiatives. Recognized for building relationships across vendors and with clients, contributing to improved partnerships, enabling new contract negotiations, improving payment, and reducing penalty points. Promoted with recognition of client satisfaction ratings due to cost decreased of $100,000 per month. Show less



Telvista, Inc

• WFM Intraday Manager

  • Aug 2002 - Feb 2004

  Developed processes and plans that enabled company to meet client contractual commitments and increase margin of net gain. Improved planning process to incorporate client communication and operations floor management in order to increase intraday efficient use of resources across multiple clients and 24 / 7 schedules.



SBC Telecom, Inc

• Workforce/Budget Manager

  • Feb 2001 - Aug 2002

  Deployed WFM tools and processes for a new contact center. Managed budget, reducing inherited debt by $1.8 million within 7 months. Improved 24 / 7 coverage without growing staff over 10 months, therefore reducing recruiting and training costs.



JP Morgan Chase, Inc

• Planning and Scheduling Analyst/Manager

  • Sep 1994 - Feb 2001

  Manage forecasting and scheduling across 3 national locations virtually with consistent results. Decreased overhead and attrition by 10% through improving agent workload across centers.