Experience

ReGadget

• United States
• Computer Hardware Manufacturing
• 1 - 100 Employee

• Site Manager

  • Sep 2020 - Present

  • Manage warehouse operations, inventory, purchasing, facilities, equipment and staffing for 25+ associates • Assist with business development, marketing, account management and customer relations • Maintain relationships as a direct provider for educational-based computer equipment such as Chromebooks and Apple products to both students and school systems within the tristate • Organize and facilitate all incoming and outgoing deliveries, manage all financial objectives and work directly with executives for all e-commerce and bulk sales on a daily basis • Responsible for annual budgeting, employee appraisals and capacity planning • Directly manage all recruiting, human resources and payroll for the site • Maintain safety policies for inspector guidelines by enforcing procedures in compliance with legal regulations Show less



AAA Club Alliance

• United States
• Consumer Services
• 700 & Above Employee

• Analyst, Application Systems, Business Relations

  • Jan 2020 - Sep 2020

  •Serve as primary point of contact for designated systems with systems vendors as applicable. Act as primary liaison between vendors, system administrators, and key operators to ensure effective delivery of requested updates and future development needs. Assist in determining future hardware and software requirements for AAA, as well as obtain relevant pricing for vendor products and services.•Act as Solution Architect on application projects; translate business and technical requirements into solution designs in collaboration with project stakeholders (business SMEs, internal IT SMEs, vendor technical resources). Leverage tools such as context diagrams, state diagrams, data models, and technical deployment diagrams to document solution scope and designs. Assist the project team members in delivering the solution in accordance with IT standards and ensures the solution can meet business needs.•Test changes as they relate to their systems, coordinate appropriate time for least impact on the business and ensures proper communication has been released prior to change. Initiate and execute change management as needed.•Serve as a top-tier application support escalation point to the business stakeholders and IT management in accordance with the System Support Structure. Assume ownership of, and track key support issues; spearhead issue resolution with internal company resources and/or vendor resources as appropriate. •Lead Incident Response Plans, and perform root cause analysis of support issues to assess trends and opportunities for solution and process improvements.•Assist Business product owners and IT teams in developing business cases and project cost & effort estimates for new projects during annual planning/as needed. Work with Business Relationship Management and Enterprise Architecture teams to proactively identify solutions that may be adjacent to the applications they support. Show less

• Manager, Workforce Management

  • Feb 2017 - Jan 2020

  • Manage agent scheduling for 50+ agents (shifts, training, vacations, meetings, overtime, off-line work, exceptions) to ensure that daily service level objectives are met using NICE, Microsoft and Avaya applications • Monitored real time adherence, call statistics, daily call volume and staffing requirements to ensure service level objectives were met• Provided analysis of key metrics and trends in a timely manner and recommended steps to improve the efficiency and effectiveness of the organization• Generated and communicated off phone activity reports, staffing issues, performance measures and call statistics•Led proof of concept and user acceptance testing for corporate travel projects/demands •Created and maintained databases for employee profiles, asset tags, serial numbers and overall equipment for corporate travel•Served as the main point of contact for building vectors/VDN/split-skills, phone lines, voicemails and agent profiles alongside telecom IT•Oversee all service ticket requests within corporate travel and follow-up as needed to meet goals/demands of the business Show less



Sun Chemical

• United States
• Chemical Manufacturing
• 700 & Above Employee

• Workforce Management Specialist

  • Jun 2015 - Feb 2017

  • Schedule and / or facilitate meetings and training classes • Report daily, weekly and monthly contact statistics to management • Function as a liaison for IT by logging and opening tickets with the appropriate help desk so tickets are centralized • Employee Calendar Mgmt. • Daily Contact Interval Monitoring / Reporting • Centralized communication point for site updates (weather, inventory, power outages, etc.) • Schedule and / or facilitate meetings and training classes • Report daily, weekly and monthly contact statistics to management • Function as a liaison for IT by logging and opening tickets with the appropriate help desk so tickets are centralized • Employee Calendar Mgmt. • Daily Contact Interval Monitoring / Reporting • Centralized communication point for site updates (weather, inventory, power outages, etc.)



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Work Force Management/Resource Planning

  • Nov 2010 - Jun 2015

  • Develop and maintain predictive statistical models for near and long term staff planning, while analyzing assumptions which include: o Volume forecast, handle times, conformance/shrink/adherence, productivity, attrition, and hiring/training plans • Lead daily/weekly meetings with the leadership of IT, operations, recruiting and client services to outline solutions for capacity, technology, and overall business needs for 5 separate site locations, on and off shore • Maintain constant communications with account management for new and existing business needs, user set-ups and overall process improvements (i.e. building custom email accounts and contact numbers, user acceptance testing for new systems, managing client specific requirements and service level agreements) • Simultaneously manage agent preferences, time off request, and shift bid process for several business lines to maintain client specific occupancy and service level goals • Strong understanding of call management systems and principles of scheduling an asset • Maintaining agent level information within scheduling software database IEX Total View • Provide hiring needs and schedules to management while working directly with recruiting • Above average spreadsheet and database management skills • Above average analytical, organizational and interpersonal skills with attention to detail, accuracy and time management • Excellent communication skills, both oral and written Show less



AT&T

• United States
• Telecommunications
• 700 & Above Employee

• Supervisor AT&T

  • Sep 2007 - Nov 2010

  • Manage 18 – 22 in-house and virtual sales/technical support agents • Collaborate daily with account management for client relation improvements • Lead supervisor escalations to resolve complicated member issues • Coach, motivate, and appraise staff to meet client specified sales goals • Payroll Management using Digital Solutions, E-Start and TKS software • Supervised new hires during training/transition • Worked directly with our Training department to assist in job aid development • Launched the work at home module for AT&T U-Verse • Several of my direct reports were promoted to upper management roles Show less