Sr Manager Reporting & Analytics - Inside Sales

• Feb 2012 - Present

• Develop tailored information solutions to monitor and enhance sales results for an inside sales organization with 600 resources across four locations. • Drive strategic initiatives and recommend salesforce.com solutions that enable effective operations for center-based sales teams, including InsideSales.com application. • Design and develop reports with business intelligence (BI) tools including SQL scripts, Microsoft Access, Excel, and SharePoint. • Create reports to ensure the Sales teams meet clients’ needs while tracking strategic data. • Develop analysis reports to enable several market segmentation that drives sales increase. • Spearhead the XANT (formerly InsideSales.com) application conversion built into the salesforce.com platform, enabling the Sales teams to increase productivity while maintaining core sales results. • Responsible for implementing Quality Monitoring program to enhance quality measures companywide. Show less

DIVISION MANAGER – CALL CENTER WORKFORCE PLANNING

• Feb 2008 - Feb 2012

• Executed the Totalview workforce management technology at three call centers supporting 10 analysts. • Developed comprehensive phone agent scheduling, attendance, and adherence practices for 300 associates in accordance with HR policies. • Augmented fixed and variable scheduling to effectively align employee workload. • Prepared and delivered call center operational statistics and key performance indicators. • Analyzed performance and recommended operational targets to meet corporate budget expectations. • Restructured reporting to 40+ clients, and continuously disseminated productivity and efficiency reports. • Designed Avaya call routing and reporting between two Avaya CMS platforms, implementing “Best Service Routing” to efficiently share calls between multiple sites. • Forecasted workloads for over 70 unique clients to support annual budget cycles. • Introduce operational efficiencies to site leaders and recommended staffing levels to reduce overtime. Show less

MANAGER – BUSINESS MARKETS CALL CENTER SUPPORT

• Dec 2003 - Nov 2007

• Provided operational statistics and key performance indicators to key leaders to support decision-making. • Created web-delivery that communicated call center agent performance metrics, and recommended call center performance management application. • Implemented workforce management technology that interfaced with the payroll processing technology, improving call center staff productivity significantly. • Recommended call center staffing levels to meet service level targets. • Oversaw the Quality Monitoring program and introduced technology that recorded all calls and speech analytics that minded customer interaction data. • Designed call routing systems that improved call routing accuracy by 9.4% across all lines of business. • Successfully migrated five call centers to networked call distribution. Show less

MANAGER – BUSINESS SUPPORT SERVICES REPORTING

• Oct 2001 - Dec 2003

• Established performance targets for customer facing work teams and monitored operational reports. • Created and provided billing adjustment and customer dispute reporting and analysis. • Managed customer satisfaction surveys for the Service Delivery and Customer Service teams.

Manager - Consumer Decision Support & Tactical Planning

• Mar 2000 - Oct 2001

• Created key performance indicator reports for broadband wireline (ION) and local service offerings. • Developed activity-based financial models supporting a $20M operations budget, and recommended staffing levels according to forecasted workloads.

Manager - Graphic Production

• 1995 - 1997