Experience

Calabrio, Inc.

• United States
• Software Development
• 400 - 500 Employee

• WFM Consultant

  • Jan 2022 - Present



Intact

• Canada
• Insurance
• 700 & Above Employee

• Directeur, Planification des effectifs Manager, Workforce Management

  • Jun 2021 - Jan 2022



Rogers Communications

• Canada
• Telecommunications
• 700 & Above Employee

• Sr. Manager Digital Workforce and Capacity

  • Oct 2019 - Oct 2020

• Manager Demand Planning

  • Feb 2019 - Oct 2019

• Manager Workforce Analytics

  • Dec 2017 - Feb 2019

• Senior Analyst, Workforce Planning

  • Sep 2014 - Feb 2019

• Capacity Analyst

  • Dec 2011 - Sep 2014



Rogers Communications

• Canada
• Telecommunications
• 700 & Above Employee

• Workforce Analyst

  • Jul 2004 - Oct 2011

   Responsible for all scheduling support for a department of ~400  Manage schedule builds to optimize outbound calling and work closely with forecasting to determine scheduling requirements and ensure appropriate staffing.  Manage the Operations mailbox, addressing questions, concerns, and action items  Coordinate all training scheduling & tracking, complete segment entry, and update shift preferences.  Reporting and analyses to increase department performance.  Identify and improve department workforce processes to achieve department objectives; including process improvements to improve attrition, meeting program commitments, and budget objectives.  Development of process documents and scheduling practices to best suit the Care Outbound Loyalty department.  Liaise with operations manager on issues, trends impacting staff and client groups.  Regular written and verbal communications with CSC and leadership team; including new hire presentations and training on scheduling process and ESP. Show less



Bell

• Canada
• Telecommunications
• 700 & Above Employee

• Workforce Analyst

  • Sep 2003 - Jul 2004

   Responded to customer inquiries regarding billing, products & services and promotions.  Recommended products and services.  Exceeded sales targets on a daily and monthly basis.  Provided solutions and recommendations to improve customer satisfaction.  Communicate with specific departments for resolution of more complex problems.  Responded to customer inquiries regarding billing, products & services and promotions.  Recommended products and services.  Exceeded sales targets on a daily and monthly basis.  Provided solutions and recommendations to improve customer satisfaction.  Communicate with specific departments for resolution of more complex problems.