Experience

The Northridge Group

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Consultant CX and Workforce Planning

  • Dec 2021 - Present

   Subject matter expert and consultant for WFM and Contact Center strategies  Consult on design and implementation of sound workforce management strategies within all WFM core functions  Design and implement customized capacity planning models for clients that offer priceless insight and significant opportunity for savings  Provide interim leadership support for clients to resolve staffing shortages or changes with organizational structure  Offer development and training to support implementation of the redesigned WFM strategy  Consult clients on vendor strategies, vendor management RFP process and vendor selection  Design strategy for data management and mapping to create efficiency within WFM models and KPI management Show less



Express Scripts

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Sr. Manager, Workforce Management and Data Optimization

  • Dec 2017 - Dec 2021

   Designed and successfully implemented a new team of 5 analysts within the department responsible for management of all Coverage Review WFM and agent performance management data Designed and mapped the entire WFM data structure within the department which created a single source data repository for all models, reports, and management resources Defined Performance Guarantee (PG) risks and created reporting to support the management of departmental PGs resulting in real time response to at risk PGs Developed and deployed new reporting framework to support WFM and operations creating departmental efficiency and redundancy Collaborated with Business Intelligence groups to achieve a shared set of goals using interim and long-term reporting tools to accommodate the unique format of this business unit Trained and developed a team of 5 responsible for all CRD data management needs Supported an 80% offline business and developed planning tools outside of enterprise applications to effectively manage offline work to targets Leveraged a redesigned data management structure to rebuild relationships between BI, Ops and WFM Took ownership of the telephony configuration including deploying a new telephony platform and designed reporting to support the business, align enterprise calculations and supplier invoicing Leader of the Single Source of Truth project to align all enterprise data points in the offline space Show less

• Sr. Manager, Vendor Asset Management

  • Apr 2016 - Dec 2017

   Successfully managed the project for 2 new peak supplier deployments prior to our peak season Maintained capacity planning documentation for IT teams to ensure sufficient network bandwidth for all suppliers during peak Built executive level scorecards Consulted on all SOW and MSA documentation for technical business requirements Supported new deployments and offered support on supplier strategy Supported supplier change management and incident management Created new escalation process that improved incident response time by an average of 10 minutes and reduced supplier downtime Show less

• Sr. Resource Managment Analyst, Supplier Management

  • May 2013 - May 2016

   Managed 5 suppliers supporting 3 business units representing over 50% of enterprise volume Responsible for all aspects including penalties, peak season preparation and meeting contractual service objectives for clients and suppliers  Configured and supported integration of suppliers into Aspect/EWFM platform Designed and implemented a new KPI report used as the core for all supplier performance metrics Deployed a standard and universal operating process that provided seamless redundancy and standardized training within the Supplier Management team  Designed, built and deployed a new reporting platform allowing for process automation and alignment which created capacity allowing more effective vendor management Show less

• Resource Management Analyst

  • Jul 2011 - May 2013

  Initially responsible for managing real-time activities for 500+ FTE, monitor systems and report incidents and general ad-hoc report construction. Successfully designed, configured, built, trained and supported multiple migrations during the largest merger in company history with minimal supervision and strict targets. Designed and implemented multiple tools to increase departmental process efficiency. Improved departmental communication by developing tools within other areas. Created a ticket tracking database for the department to use to monitor open tickets within our department.  Designed a short range interval forecasting tool for PA Faxes. Quickly appointed to Aspect/EWFM migration project to migrate over 18,000 users spanning the entire service sector of ESI to a single Workforce Management Platform. Show less



Western Union Financial Services

• France
• Business Consulting and Services
• 1 - 100 Employee

• Global Operations Manager, Sr. Workforce Specialist

  • Jan 2006 - Mar 2011

  Manage real-time activities and provide operational support for 23 call centers and over 350 skills globally. This position is the nucleus of call center operations for Western Union. Responsibilities range from outage resolution management and application support to password administration and reporting.

• Dual-Rate Manager, Customer Service and Workforce

  • Aug 2003 - Jan 2006



Western Union Finanacial Services

• France
• Business Consulting and Services
• 1 - 100 Employee

• Customer Service, Validation Specialist

  • Nov 2002 - Dec 2003

  Exceptional customer service. Consumer fraud protection. Validation of card not present POS transactions to prevent unauthorized use. 22 verbal commendations and 4 written commendations. Exceptional customer service. Consumer fraud protection. Validation of card not present POS transactions to prevent unauthorized use. 22 verbal commendations and 4 written commendations.