Workforce Management, US Lead

• May 2022 - Present

Workforce Management Traffic Analyst (Supporting US Navy)

• May 2021 - May 2022

• Active Secret Clearance• Provide real-time monitoring via available tools Verint Real-Time Adherence, CUIC, Finesse and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.• Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.• Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.• Generate and evaluate staffing schedules, and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis.• Provide daily/intra-day performance reports to senior leadership.• Prepare and analyze monthly adherence analytic and data recording systems for use throughout the department.• Managing on a day-to-day basis (intraday management), in case of unexpected rises in contact volumes or absenteeism.• Create and develop reporting for Operations and Senior Management. • Awarded support staff of the month (July 2021).• Led multiple projects as projects. • Responsible for quality and analysis reporting.• Responsible for updating schedules for 150+ employees and 20+ support staff. • Help with employee engagement and morale building.

Supervisor, State of Colorado Covid-19 Vaccination - Operations

• Jan 2021 - Aug 2021

•Manage 60+ remote direct reports servicing the State of Colorado call center scheduling appointments, finding vaccine locations, and providing information to customers around the Pfizer and Moderna vaccine. •Prepare daily, weekly, and monthly reporting on team metrics. •Facilitated training for the U.S National Guard to explain the State of Colorado Covid-19 distribution process.•Support and enforce virtual call center policies and expectations.•Evaluate employee key performance indicators and identify training needs and development opportunities•Provide and document performance feedback through weekly one on one coaching sessions.•Assist with all customer escalations and complaints. •Motivate and drive call center performance such as ASA, Abandon Rate, Adherence, Quality, Hold, and AHT.•Participate in weekly Ops meetings with HR and Sr. Leadership for weekly updates. •Assist operations manager with running the day-to-day operations, creating KPIs, and training new supervisors.

Customer Relations & Internet Claims Supervisor, Virginia Employment Commission - Operations

• Aug 2020 - Jan 2021

• Manage 25 direct reports within the Virginia Employment Commission Claims and Customer Relations Department.• Prepares daily, weekly and monthly reports on key metrics.• Support and enforce contact center policies and expectations.• Evaluate employee key performance indicators and identify training needs and development opportunities• Provide and document performance feedback through weekly one on one coaching sessions.• Assist with escalations and claimants’ complaints about their benefits.• Provide support to the VEC by participating in cross-functional meetings and trainings to give for process improvement.•Motivate and drive call center performance such as adherence, quality, hold and average handle time.• Assist Project Manager with reporting, creating KPIs, and analytics around all departments.• Act as project POC in project manager absence.• Train new supervisors and team leaders around processes and procedures.• Creative project contest for morale building. Update project scorecards

Residency Supervisor, Louisiana Department of Health - Operations

• Nov 2019 - Jul 2020

•Supervise 80+ new hires onsite and virtual during their residency 2 week training period. •Provide induction training for new hires so they can quickly learn the ropes. •Facilitate a 4 hour project overview and conduct role-plays with all new hires. •Monitor the performance of individual agents to ensure they achieve metrics and deliver high level of customer satisfaction.•Manage to escalation process for the residency department.•Conduct one on one coaching sessions with each agent.•Create action plans for low performers who’s not meeting the required 85% residency quality goals. •Manage all residency support staff such as Team Leads and (SMEs) Subject Matter Experts.

Medicaid Eligibility Supervisor, Louisiana Department of Health - Operations

• Aug 2018 - Jul 2020

• Manage 24-50 direct reports within the Louisiana Medicaid Eligibility call center.•Prepare daily, weekly and monthly analytical reports on key metrics to eligibility representatives.•Support and enforce center policies and expectations.•Evaluate employee key performance indicators and identify training needs and development opportunities.•Provide and document performance feedback through weekly coaching.•Assist with escalations and complaints for the state.•Provide support to the call center by participating in cross-functional meetings and trainings to give input on process improvement opportunities.•Motivate and drive center performance such as adherence, quality, ABR, ASA and Customer satisfaction.•Assist Call Center Manager with project reporting and analytics. •Project point of contact for all new hire state logins and system related issues. •Train and assist new supervisors, team leads and eligibility representatives. •Act as point of contact in call center manager absences.•Administer disciplinary actions as needed.

AVP, Manager of Call Center Operations

• Dec 2017 - May 2018

•Manage 10 salaried direct reports (supervisor) 20 Team Leads and 300+ customer service hourly agents providing world class customer service. •Provide and document performance feedback through bi-weekly one on one coaching sessions, team performance reviews, and goal setting. •Participate in the interviewing process and make hiring recommendations to meet staffing needs. •Support the call center by participating in cross-functional meetings and trainings to give input on process improvement opportunities. •Manage and develop employee engagement programs that will motivate and drive call center performance such as incentives, monthly contests, and team performance programs.•Assist in maintaining and managing program budgets with Senior Operations Manager. •Plan, direct and oversee the operations including development of policies, goals, objectives and procedures to meet contractual requirements with our client.•Manage day to day operations to meet and exceed contractual obligations in key metrics like service level, quality, customer satisfaction, NPS, AHT, and center retention.•Appropriately identify and address HR issues including, but not limited to: attendance, performance, customer service opportunities, quality, NPS and interpersonal conflicts in the workplace; consulting with the Sr. Operations Manager and/or Human Resources for guidance when needed.

Senior Deal Management Contract Specialist, Oath- A Verizon company

• Jun 2017 - Sep 2017

• Draft and negotiate contracts and related documents including amendments, agreements, assignments and terminations. • Conducting in-depth review of terms and conditions of contracts presented by clients to partners and contract changes requested by clients and partners. • Ensure that all contractual terms and conditions comply with standard or approved business practices, corporate legal and risk management requirements and with applicable laws and regulations, and/or other tasks related to legal and regulatory compliance• Analyze contract proposals and requested template modifications and providing recommendations to attorneys and internal clients to minimize risk to the company and facilitate satisfaction of internal client objectives. • Develop the scope and specifications for complex professional services and other engagements.

Lead Credit Analyst/Credit Process Owner/Domestic and International, AOL - A Verizon company

• Mar 2016 - Jun 2017

• Acts as a SME to business lines regarding credit issues, processes and procedures.• Prepared weekly analytical reports on key metrics for upper management• Manages and oversees workflow and adherence to policy for credit department.• Manages activities by creating and maintaining quantifiable service level standards against business performance.• Ensures timeliness of information and efficiency in process and workflow.• Maintains confidentiality of credit and customer information at all times.• Train coach in develop credit analysts, sales team, account managers and executive leadership globally on credit processes and procedures. • Led a department of 2 US credit analyst and was the POC for 2 international analyst. • Participates in organizational leadership meetings with CFO, VP, Controller, Directors, and Credit Managers to determine potential lost revenue, process improvement, credit limit reporting, risk analysis, and high dollar account over $1M. • Oversee all credit escalations, finance reporting, credit reporting, and credit manager overrides. • Functions as a resource for business lines and works with senior management on various issues; managing expectations and negotiating timelines.• Communicate credit decisions to sales team, relationship managers and account managers.

Credit and Collections Analyst, Domestic & International AOL

• Oct 2014 - Mar 2016

• Evaluate business credit applications by analyzing financial statements, business entity structures, credit bureau information and other third party data.• Determine credit worthiness and approval amounts based on established criteria and guideline.• Maintains customer confidence and protects operations by keeping information confidential.• Applied statistical methods to analyze data and generate useful business reports• Collaborated with team to improve overall turnaround time for department.

Store Manager/District Leader & Hiring Manager

• Apr 2012 - Aug 2013

• Serve as subject matter expert in operations and policies, and provide leadership to store employees.• Recruit, interview, recommend for hire, oversee work of and train Customer Service Representatives in new store manager.• Coordinate and maintain store staff schedules.• Provided leadership, personal development, motivation, coaching , and direction. Worked closely with store managers to development action plans, trainings and sales techniques to meet goal. • Ensure that staff prides excellent customer service.• Address Market interest items and keep appropriate leadership informed• Responsible for the overall accountability, profitability and day to day business of the assigned location.• Execute all Company marketing plans and programs, ensuring precise and timely set-up, excellent execution and within established deadlines. Assist’s with the following areas:• Store Opening and Closing procedures.• Follow established operational and Human Resource policies and procedures.• Manage 3 stores P&L and finances for the location. • Travel between 5 location to provide leadership and support for staff.

Sr. Business Analyst (Workforce Management) T- Mobile

• Sep 2008 - Feb 2011

• Developed the Device Performance Summary Report representing an overview of key metrics for devices. • Mentored/coached members of my team, helping them reach their potential.• Completed ad-hoc reporting/data pull requests from my manager, as well as, other members of leadership.• Developed tools for use by other analysts.• Created weekly, monthly and ad hoc reports to help support the Technical Care KPI team in driving key metrics towards company goals.

Training Supervisor (Clark Pampanga Philippines) T-Mobile

• Apr 2008 - Sep 2009

• Generated great enthusiasm while assisting in launch of a new center for T-Mobile in Pampanga, Philippines. • Redirected confidence in Management Core Team by outlining the products and services, roles and responsibilities of each staff member. • Increasingly, management recognizes that training offers a way of developing skills, enhancing productivity and quality of work, and building loyalty to the firm. • Manage and develops a team of quality experts and provides continuous motivation and feedback. • Responsible for the overall supervision of a staff of 160-450 within the training department. • Reviews clients' current processes for continuous improvement projects and controls. • Ensure Quality KPI’s and SLA’s were met consistently I also oversees quality performance and reports health status of accounts Quality metrics. • Involved in many acquisition of new call centers operations, visiting and development existing call centers. • Motivating staff to increase sales and customer service ranking throughout the company. Mediating and resolving disputes between customers or suppliers and the company.

Sr. Operations Supervisor T-Mobile

• Nov 2007 - Apr 2009

• Responsible for the overall supervision of a staff of 100+ within the customer service departments. • Assisted my managers and representatives in fulfillment of goals through monitoring, positive constructive feedback, initial and on-going training, tracking and evaluating performances and motivation. • Oversees the recruitment and training of customer service representatives, supervisors, and managers as well as ensuring strict adherence to company policies and procedural guidelines. Analyze region performance and provide feedback, guidance, training and encouragement in order to impact results.

Office Administrator (OHCC)

• Oct 2003 - Nov 2007