Experience

L3Harris Technologies

• United States
• Defense and Space Manufacturing
• 700 & Above Employee

• Production Planner

  • Dec 2019 - Present



Northop Grumman

• United States
• Software Development
• 1 - 100 Employee

• Product Planning and Scheduler 1

  • Jan 2019 - Dec 2019

  As a parts integrator I plan, prepare, issue and control production schedules, and coordinate with material requirements to ensure a controlled flow of approved materials are aligned to meet production requirements. As a parts integrator I plan, prepare, issue and control production schedules, and coordinate with material requirements to ensure a controlled flow of approved materials are aligned to meet production requirements.



Radial Inc.

• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• WORKFORCE SCHEDULING ANALYST

  • Sep 2017 - Jan 2019

  Our workforce department is tasked with ensuring employee records are kept up to date providing operations accurate data so that we are properly staffed to handle the call volume that we receive.

• Tier 2 Logistics Account Manager

  • Jun 2015 - Sep 2017

  With my client’s customers best interest being a priority, I successfully link them to AIT Worldwide Logistics. As a team member, I would resolve conflicts surrounding the delivery of heavy items being delivered to customer’s homes, or places of business, and assist other team members to accomplish the same goal. I successfully tracked and reported profit loss directly to each client caused by failed logistics, and followed up with creative solution based conference calls custom suited to each freight handler. I efficiently created cost quotes for the shipping of items, quotes for assembly and debris removal, and obtained return authorizations from the manufacture and vendors. I quickly submit claims for damages ensuring total end user satisfaction while maintaining a professional image. I create orders for approval to field destroy damaged products. I draft incident specific invoices for reimbursement, or invoices for manual charges. I work directly with each customer to create a seamless link with the shipping hub to schedule missed delivery attempts, and approve weekend and holiday deliveries. My friendly personality allows me to resolve any and all issues with customers that may be overlooked by a careless person. I flag customer accounts for policy abuse, fraudulent accounts, and wholesalers.



eBay Inc

• United States
• Retail

• Workforce Management Analyst

  • Jun 2014 - Jun 2015

  I managed call center occupancy for a very diverse client base. Clients including; Dick’s Sporting Goods, American Eagle, New York & Co., Godiva, French Toast, Zales, Nautica, Calvin Klein, Timberland, Mac Pro Cosmetics, Keurig, Estee Lauder, Bobbi Brown and Aeropostale. I monitored real time attendance for 1,500 employees, and over 3,500 during peak seasons. I updated agent schedules/attendance, sent service level alerts to various departments predicting trends based on hourly call volume and recommending actions. I analyzed call volume trends and provided staffing recommendations to vertical leadership. I managed labor, including recommending over time, or recommending under time, due to low call volume and over staffing. I generated hourly reports with enterprise data and center wide service levels for floor level management.



GSI Commerce

• Agent Relations Manager

  • Oct 2009 - Jun 2014

  Main job duties: leading and developing agents. I conducted weekly one on one meetings with agent to discuss their performance based upon their weekly metrics and attendance. I assessed yearly agent metrics and created annual reviews/merit increases based upon performance. I drafted performance action plans, disciplinary warnings, termination letters, and conducted exit interviews. I interviewed and hired new talent. I trained agents on new policies, procedures, and sales tactics. I managed agent’s time cards and unplanned time off balances. I managed labor and scheduling based upon over under reports. I resolved Better Business Bureau and social media complaints. I lead client calibrations. I analyzed revenue, call volume trends, and past promotional successes/failures. And also discussed strategies with the client and implementing ideas to improve sales.

• Seasonal Tier 2 Supervisor

  • Mar 2009 - Oct 2009

  This role was a transitional role in order to gain knowledge of the clients I would be managing and interacting with. In this role I shadowed Tier 2 agents, Tier 2 supervisors as well as Agent Relations Managers in order to learn client specific policies and procedures and to obtain a better understanding of what the role of Agent Relations Manager entailed.

• Seasonal Customer Service Representative

  • Nov 2008 - Mar 2009

  Assisting customer with order placement and order management. Processing reship orders and refunds in order to resolve customer issues. Online chat support as well as email support. Assisting customer with order placement and order management. Processing reship orders and refunds in order to resolve customer issues. Online chat support as well as email support.