Experience

Wagner Logistics

• United States
• Transportation, Logistics, Supply Chain and Storage
• 100 - 200 Employee

• Account Specialist

  • Nov 2015 - Present

  Help manage one of Domtar's warehouses. Recieve and ship copy and roll paper. Prepare customer invoices, and assign carriers. Several other office duties. Help manage one of Domtar's warehouses. Recieve and ship copy and roll paper. Prepare customer invoices, and assign carriers. Several other office duties.



Citi

• United States
• Financial Services
• 700 & Above Employee

• Workforce Analyst

  • Oct 2010 - Present

  Real time Workforce Management. Monitors inbound call volume, handle time and other critical staffing metrics to ensure service levels and efficiency goals are met. Identifies corresponding risks and recommend/implement actions to prevent short-term risks. Monitor performance and coordinate offline activities for multiple businesses at several sites. Make real time staffing decisions, i.e. voluntary time off, paid time off, overtime and meetings, based on requirements generated by current… Show more Real time Workforce Management. Monitors inbound call volume, handle time and other critical staffing metrics to ensure service levels and efficiency goals are met. Identifies corresponding risks and recommend/implement actions to prevent short-term risks. Monitor performance and coordinate offline activities for multiple businesses at several sites. Make real time staffing decisions, i.e. voluntary time off, paid time off, overtime and meetings, based on requirements generated by current volume and handle time trends. Analyze trend data. Monitor staffing adherence for multiple businesses and locations. Work with unit managers, operations managers and senior management on requests and questions on business activities and direction. Provide support in identifying and escalating system related issues. Determine strategy around site closure and call routing based on technology failure (trouble shooting). Adjust call routing variables as needed to meet service level and occupancy targets. Collects and analyzes data from multiple sources to compile daily reports. Show less Real time Workforce Management. Monitors inbound call volume, handle time and other critical staffing metrics to ensure service levels and efficiency goals are met. Identifies corresponding risks and recommend/implement actions to prevent short-term risks. Monitor performance and coordinate offline activities for multiple businesses at several sites. Make real time staffing decisions, i.e. voluntary time off, paid time off, overtime and meetings, based on requirements generated by current… Show more Real time Workforce Management. Monitors inbound call volume, handle time and other critical staffing metrics to ensure service levels and efficiency goals are met. Identifies corresponding risks and recommend/implement actions to prevent short-term risks. Monitor performance and coordinate offline activities for multiple businesses at several sites. Make real time staffing decisions, i.e. voluntary time off, paid time off, overtime and meetings, based on requirements generated by current volume and handle time trends. Analyze trend data. Monitor staffing adherence for multiple businesses and locations. Work with unit managers, operations managers and senior management on requests and questions on business activities and direction. Provide support in identifying and escalating system related issues. Determine strategy around site closure and call routing based on technology failure (trouble shooting). Adjust call routing variables as needed to meet service level and occupancy targets. Collects and analyzes data from multiple sources to compile daily reports. Show less



Koenig & Bauer (US)/(CA)

• United States
• Printing Services
• 1 - 100 Employee

• Service Coordinator

  • Sep 2004 - Sep 2009

  Administrative assistant to a Service Manager and an Executive Regional Manager. Arranged conference calls and recorded meeting minutes, managed office finances, created and managed reports using Excel, Word and PowerPoint, arranged travel, including flight, hotel and rental car, Approved timesheets and kept all records up to date including filing, collected and distributed mail, handled shipping and receiving of Fed Ex and UPS packages, answered customer calls and scheduled technicians… Show more Administrative assistant to a Service Manager and an Executive Regional Manager. Arranged conference calls and recorded meeting minutes, managed office finances, created and managed reports using Excel, Word and PowerPoint, arranged travel, including flight, hotel and rental car, Approved timesheets and kept all records up to date including filing, collected and distributed mail, handled shipping and receiving of Fed Ex and UPS packages, answered customer calls and scheduled technicians accordingly. Handled customer disputes regarding invoicing and service, managed and dispatched 15 different service technicians to our clients for routine press maintenance. Show less Administrative assistant to a Service Manager and an Executive Regional Manager. Arranged conference calls and recorded meeting minutes, managed office finances, created and managed reports using Excel, Word and PowerPoint, arranged travel, including flight, hotel and rental car, Approved timesheets and kept all records up to date including filing, collected and distributed mail, handled shipping and receiving of Fed Ex and UPS packages, answered customer calls and scheduled technicians… Show more Administrative assistant to a Service Manager and an Executive Regional Manager. Arranged conference calls and recorded meeting minutes, managed office finances, created and managed reports using Excel, Word and PowerPoint, arranged travel, including flight, hotel and rental car, Approved timesheets and kept all records up to date including filing, collected and distributed mail, handled shipping and receiving of Fed Ex and UPS packages, answered customer calls and scheduled technicians accordingly. Handled customer disputes regarding invoicing and service, managed and dispatched 15 different service technicians to our clients for routine press maintenance. Show less



T-Mobile

• United States
• Telecommunications
• 700 & Above Employee

• Business Care Manager

  • Nov 1998 - Feb 2004

  Consistently manage all resources to maximize efficiency within the department. Appropriately research and approve adjustments and credits, Proficient in de-escalating calls from irate customers, gave specific constructive and sincere feedback to thoughtfully coach others toward improved results, administer attendance policies and procedures, ensuring all records are complete and accurate, kept abreast of new developments that either directly or indirectly affect the department. Handle billing… Show more Consistently manage all resources to maximize efficiency within the department. Appropriately research and approve adjustments and credits, Proficient in de-escalating calls from irate customers, gave specific constructive and sincere feedback to thoughtfully coach others toward improved results, administer attendance policies and procedures, ensuring all records are complete and accurate, kept abreast of new developments that either directly or indirectly affect the department. Handle billing research requests for large business customers and often emailed a detailed spreadsheet to the customer explaining charges and credits. Ran daily and weekly reports, served as central resource for procedural questions from all the staff. Show less Consistently manage all resources to maximize efficiency within the department. Appropriately research and approve adjustments and credits, Proficient in de-escalating calls from irate customers, gave specific constructive and sincere feedback to thoughtfully coach others toward improved results, administer attendance policies and procedures, ensuring all records are complete and accurate, kept abreast of new developments that either directly or indirectly affect the department. Handle billing… Show more Consistently manage all resources to maximize efficiency within the department. Appropriately research and approve adjustments and credits, Proficient in de-escalating calls from irate customers, gave specific constructive and sincere feedback to thoughtfully coach others toward improved results, administer attendance policies and procedures, ensuring all records are complete and accurate, kept abreast of new developments that either directly or indirectly affect the department. Handle billing research requests for large business customers and often emailed a detailed spreadsheet to the customer explaining charges and credits. Ran daily and weekly reports, served as central resource for procedural questions from all the staff. Show less