Kristi Shaffer

IT Planning Analyst at Produban | Santander
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Contact Information
us****@****om
(386) 825-5501
Location
Reading, Pennsylvania, United States, US

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Credentials

  • Workforce Management
    Genesys

Experience

  • Produban México
    • Banking
    • 1 - 100 Employee
    • IT Planning Analyst
      • 2004 - Present

      WFM Liaison for three call centers within the company. Maintain and build workforce management database Work with the various groups within the call center to ensure the business lines are meeting operational goals. Hold weekly meetings with the business line to review forecast and staff plan for current week and planned weeks ahead. Create reports suggesting ways to optimize staff. Design project plans to meet business line needs. Design and build reports for senior management with consolidating data. Provide ad hoc analytics and project work for budgetary and other planning scenarios. Analyze call volume patterns and make suggestions for upcoming weekly forecasts using historical and real time data. Recommend new hire staffing needs based on attrition and upcoming staffing plans. Provide weekly and monthly reports. Plan all off phone activities. Create shift optimizations every 6 months. Schedule and monitor the Real-Time Analyst. Show less

  • Santander Bank, N.A.
    • United States
    • Banking
    • 700 & Above Employee
    • Operations Analyst
      • 2001 - 2004

      Oversee the day to day operations of three call centers operating in a virtual environment. Monitor, direct and analyze the daily activity of the contact centers.Troubleshoot and escalate all center technology issues.Monitor and test voice response unit and new functionalities.Monitor day to day call volume. Make necessary adhoc changes for business line to meet goalsUpdate staffing for various situations.Complete Overtime and time off requests.

    • Customer Service Manager
      • 1998 - 2001

      Coach, monitor and train agents with customer service skills, computer operations, product knowledge, telephone techniques/etiquette, and other operational procedures.Provide motivation for the team.Supervise a team of 20 + team members.Monitor agents’ phone calls for quality assurance and ensure that customer service attributes are being used.Develops, tracks, and monitors sales and service goals for the team.Responsible for performance evaluations and disciplinary functions.Assists in hiring, conducts interviews and assists at job fairs. Show less

    • Support Lead
      • 1997 - 1998

      Demonstrate extensive, in-depth knowledge of all bank products, policies and procedures.Serve as a resource, mentor, and role model to customer service representativesHandle and own escalated customer calls, and resolve complex customer issuesServe as a liaison to the management teamSupport service manager in team meetings and fill in when necessaryAssist with management responsibilities as required

    • Customer Service Representative
      • 1996 - 1997

      Provide consistent quality customer service to both internal and external customersRespond to customer inquiries on account status; researching problems.Open and process new demand and time deposit accounts

Education

  • Reading Area Community College
    Education
    1995 - 1996
  • Penn State University
    Education
    1993 - 1995

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