Experience

TouchTunes

• United States
• Entertainment Providers
• 1 - 100 Employee

• Workforce management

  • 2015 - Present



Comcast

• United States
• Telecommunications
• 700 & Above Employee

• Workforce Management Supervisor

  • 2014 - 2015

  •Responsible for development of workforce management functions and roles throughout organization. •Utilize Verint for forecasting, scheduling, tracking, monitoring and reporting daily and monthly business statistics •Responsible for development of workforce management functions and roles throughout organization. •Utilize Verint for forecasting, scheduling, tracking, monitoring and reporting daily and monthly business statistics



ADP

• United States
• Human Resources Services
• 700 & Above Employee

• Workforce Call Center Analyst

  • 2011 - 2012

  Optimize schedules to match inbound call patterns Forecast call volume Optimize schedules to match inbound call patterns Forecast call volume



Sears

• United States
• Retail
• 700 & Above Employee

• Workforce Planning Analyst Manager

  • 2009 - 2011

  •Optimize schedules to match outbound call patterns; in order to ensure staffing available for lead volume to ensure sales productivity and customer service •Train Resource Coordinators for 6 sites on daily, weekly, monthly and miscellaneous roles and responsibilities •Provide work instructions to Resource Coordinators on all their duties; standardized national processes; in addition to assisting with their development •Create macros to help business keep track of metrics such as shrinkage and schedule adherence •Given title of Subject Matter Expert for Outbound Workforce Management Team •Create short-term staffing plan and provide extended time, overtime, voluntary time off, and paid time off recommendations to senior management •Create long-term staffing models; in addition to budget forecast models •Provide reporting to senior management on planned versus actual data •Analyze call volume data continuously, such as shrinkage, connects per hour, volume, etc.. to determine best staffing and hiring needs (13,000,000 leads/year; 500+ associates) •Teamed with Inbound Planner to determine best staffing needs and processes for new blended business •Assisted in implementation of Voice Over IP •Participated in an AcSellerant Team to organize and structure workforce management for our inbound agents that can work in outbound and vice versa; in addition to, any other special projects assigned by leadership team •Manage associate schedule requests for official schedule changes; in addition, created new hire schedules •Worked closely with National Sales Production and Workforce Managers to determine call center trends and best ways to monitor call volume through, Cisco, Voiceover IP and Avaya. •Manage Center Resource Coordinator locally; taught to run forecasting and planning reports •Developed and coached local Resource Coordinators on their personal opportunities