Experience

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  IHSS Public Authority

  • El Dorado County, California, United States

  • Home Care Provider

    • Oct 2019 - Present
    • El Dorado County, California, United States

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  StayWell (formerly Krames StayWell)

  • Field

  • PDS/Business Analyst

    • Feb 2010 - Sep 2013
    • Field

    PDS/Business Analyst         2010-2013 Senior Analyst, primarily responsible for managing the functionality and maintenance of the AVAYA Predictive Dialer System (PDS) including testing and implementation of software, technology enhancements, new features and operational requests to meet business needs and reduce cost. Duties include project management over the PDS, gathering and writing business requirements to facilitate all PDS related requests, PDS reporting, and troubleshooting business and data quality concerns. Wrote business requirements for and assisted in QA and implementation of enhanced dialing strategy that utilized the dialer system. This resulted in a decreased cost per each successful coaching call of $2.05 from the previous year, resulting in a savings of over $500K for 2011 and eliminated operational inefficiencies. The new strategy increased all phone coaching moments by 5.9%, resulting in 14,500 more successful coaching calls overall in 2011 as compared to 2010.  Wrote requirements and project managed the migration of an existing call type from a manual environment to the PDS. In doing so, we created a blended environment of both inbound and outbound calls in order to avoid a performance guarantee payout of $60K for not meeting the Service Level Agreement for inbound calls. Initial project resulted in 28,000 successful calls translating to a 73.8% participation rate. This eliminated the performance guarantee payout and earned over $235K ($8.50 per call) with no increase in staff. Developed and conducted training and lead presentations for executive management, front line staff and various departments regarding the functionality of the PDS system and the role of Workforce Management within the organization.Responsible for vendor relationship management for issue resolution and implementation.

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  LifeMaster Supported Selfcare Inc.

  • Rancho Cordova, CA

  • PDS Analyst

    • Aug 2007 - Feb 2010
    • Rancho Cordova, CA

    -Pioneered the role of Operations Desk Coordinator, including building and documenting processes, and training all new workforce management staff.-Managing scheduled calls for over 200 employees’s, including reassignment of work, processing unplanned employee absences and maintaining company-wide service level standards.-Designed and implemented a standardized process to manage requests from operational and workforce management teams

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  LifeMasters Supported SelfCare, Inc.

  • Workforce Coordinator

    • Aug 2003 - May 2007

    Workforce management process design, implementation and documentation including the PDS system; reassignment of staff work as necessary; monitoring and analyzing call volumes and trends of PDS and ACD

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  EMH Market Research

  • Quality Assurance Analyst

    • Jan 2001 - Aug 2003

    Quality Assurance Analyst with additional duties including supervision of staff, reassignment of work and coaching to staff performance goals.