Experience

PeopleShare

• United States
• Staffing and Recruiting
• 300 - 400 Employee

• Member Service Rep on assignment at Optum

  • Sep 2018 - Present

  Service members by assisting with account updates such as name, policy, or address changes Claims review & explanation of policy benefits Processing premium payments along with issuing payment vouchers booklets Renew AARP membership Service members by assisting with account updates such as name, policy, or address changes Claims review & explanation of policy benefits Processing premium payments along with issuing payment vouchers booklets Renew AARP membership



Sequential Technology International

• United States
• Telecommunications
• 400 - 500 Employee

• Reporting Analyst

  • Nov 2015 - Jul 2018

  Responsibilities: Run daily reporting Update & maintain staffing charts. Publish staffing charts to help programs manage daily call volume Daily interface with Operations to ensure all data is being reported & an accurate forecast is being generated Manage several long term projects Worked with Cognos, Avaya, & Calabrio operating systems Responsible for updating & maintaining company's DIMORG database. Which is the heart of all call volume reporting & controlled what data was reported for the entire company. Show less



Synchronoss Technologies

• United States
• Telecommunications
• 700 & Above Employee

• Real Time Analyst

  • May 2015 - Nov 2015

  Responsibilities:• Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends. Maintain a special emphasis on looking for possible downtime and telephony issues.• Work with NOC, PBX, Operations, and Remote Centers to manage and resolve downtime and telephony issues.• Make adjustment to call allocations driven by the real-time trends.• Conduct real-time monitoring of agents through the WFM Tool real-time adherence view to ensure schedule adherence and notify support personnel on the floor to resolve adherence issues.• Handle agents' pending time-off requests, schedule swaps, trades, etc. and the daily exception management of WFM Tool.• During low call volume, work with a senior member of the Command Center to offer voluntary time off, force agents to leave early, or allocate resources to alternative tasks.• Communicate with remote centers and staffing agency to input all callout data into WFM Tool in a timely fashion to ensure intraday in WFM Tool is kept up to date for analysts and management team.• Provide analysis of areas of opportunity, ASA, ABN, AHT, ACW, Schedule Adherence, SVL stats. • Perform other extended duties as assigned by Leadership. Show less

• Project Manager for Level 3

  • May 2014 - May 2015

  ResponsibilitiesResponsible for uploading & managing project ordersInterface with customer, CLEC, & other channel partner's daily regarding issuesHelp to strengthen customer relations by providing excellent customer serviceProvide updates via email/phone regarding project status



Fisher Clinical Services

• United States
• Pharmaceutical Manufacturing
• 500 - 600 Employee

• Clinical Packaging -- Tech II

  • Nov 2011 - Mar 2014

  Packaging of medicine used in clinical trials per production order & GMP standards. This included bottling, blister pack, carding, and package labeling Responsible for room & machine purgation (clean room standards) Packaging of medicine used in clinical trials per production order & GMP standards. This included bottling, blister pack, carding, and package labeling Responsible for room & machine purgation (clean room standards)