Customer Success Manager

• May 2021 - Present

Workforce Management Analyst – Strategic Planning & Implementations

• Feb 2019 - May 2021

I developed workforce strategic plans and long-term staffing forecasts for 12 company and vendor run contact centers (onshore & offshore) with approx. 5,000 employees. I also created staffing plans for call center project implementations, including site launches/closures and new product rollouts. In this role, I: • Optimized call center efficiency by creating a strategic capacity and staffing model that enabled the company to restructure internal call centers. • Improved the effectiveness of call center and product launches by redesigning the staffing templates for project implementations. • Enabled the successful entrance into a new state Medicare/Medicaid market by leading workforce planning activities and coordinating staffing strategies with the market leadership team.

Business Technology Analyst – Workforce Management

• Jun 2017 - Feb 2019

I oversaw short-term workforce planning scheduling initiative for 4 U.S. based contact centers covering mortgage services. I also researched and documented business requirements for workforce management (WFM) systems. During my tenure, I • Improved schedule efficiency by 7% and reduced annual overtime by $29K by designing a new work shift model to align with business requirements. • Enhanced staffing efficiency and agent experience by identifying and recommending WFM system enhancements.

Workforce Management Analyst

• May 2014 - Jun 2017

I led short and long-term staffing forecasting and planning for 5 contact centers (onshore & offshore) covering Medicare and cable services. I coordinated contact center coverage and staffing with client organizations. I also trained managers and staff on the WFM system. In this role, I: • Increased call center service levels 2%, reduced call wait times, and improved employee satisfaction through creative optimization of contact center schedules for clients with short hours of operation. • Won a company award by being the most accurate short and long-term forecaster over 9 months.

Workforce Management Analyst

• Feb 2013 - May 2014

I managed all staff forecasting and scheduling for a new 100-person contact center covering mobile phone services. In this role, I: • Enabled the successful launch of facility operations by building initial staffing models from scratch. • Led the implementation of a new cloud-based WFM and telephony solutions, including business requirements management, system configuration, and staff training. I managed all staff forecasting and scheduling for a new 100-person contact center covering mobile phone services. In this role, I: • Enabled the successful launch of facility operations by building initial staffing models from scratch. • Led the implementation of a new cloud-based WFM and telephony solutions, including business requirements management, system configuration, and staff training.

Workforce Management Analyst (Contractor)

• Aug 2012 - Feb 2013

I monitored intraday activity and provided WFM system support and troubleshooting for 2 U.S. based contact centers covering mortgage services. I also configured workstations for new staff. While at the company, I improved agent experience with the WFM platform by training program for staff. I monitored intraday activity and provided WFM system support and troubleshooting for 2 U.S. based contact centers covering mortgage services. I also configured workstations for new staff. While at the company, I improved agent experience with the WFM platform by training program for staff.

Sr. Operations Project Analyst – Workforce Management

• Mar 2010 - May 2012

I managed staffing models for 3 onshore call centers. I also supported various process and system improvement projects. In my role, I: • Accelerated agent scheduling issue resolution by approx. 50% by creating a centralized platform for the management of performance analysis and QA reporting. • Enhanced management decision-making by partnering with the leadership team to develop new operational metrics and KPIs. I managed staffing models for 3 onshore call centers. I also supported various process and system improvement projects. In my role, I: • Accelerated agent scheduling issue resolution by approx. 50% by creating a centralized platform for the management of performance analysis and QA reporting. • Enhanced management decision-making by partnering with the leadership team to develop new operational metrics and KPIs.