Experience

ActiveCampaign

• United States
• Software Development
• 100 - 200 Employee

• Sr. Manager Workforce Management

  • Jun 2022 - Mar 2023

  • Responsible for analysis on unit economics data regarding customer support business unit. • Evaluated and proposed changes/updates to global rosters resulting in a 15% increase in SLA improvement. • Corrected and improved forecast accuracy from a -30% delta to an approximate ~5% delta. • Weekly business unit performance review to VP and C-Level executives.



Microsoft

• United States
• Software Development
• 700 & Above Employee

• Workforce Manager

  • Oct 2020 - Jun 2022

  • Scheduling Program Manager • 4,000 support engineers across 100 lines of business. • Provide bi-weekly analysis for groups on our Agile program. • Managed team of 8 analysts for scheduling functions. • Trained our team on system processes in our WFM software (Aspect) improving their skill level from Basic to Intermediate. • Improved schedule efficiency across multiple lines of business from below 70% to 90%+.



TripActions

• United States
• Software Development
• 200 - 300 Employee

• Manager Workforce Management & Analytics

  • May 2018 - Mar 2020

  Dallas/Fort Worth Area Grew the WFM department from the ground up. Began with no tools, team, or accurate data into a highly functioning global team utilizing top of the line WFM systems and clear data to make proper decisions. Educated key stakeholders with no prior contact center experience on the importance of WFM and its role within the overall operation. Continuous improvement on processes, systems, data, and mapping of new and current traffic into the contact center. Collaborate with key… Show more Grew the WFM department from the ground up. Began with no tools, team, or accurate data into a highly functioning global team utilizing top of the line WFM systems and clear data to make proper decisions. Educated key stakeholders with no prior contact center experience on the importance of WFM and its role within the overall operation. Continuous improvement on processes, systems, data, and mapping of new and current traffic into the contact center. Collaborate with key stakeholders on meeting SLA agreements while increasing efficiencies and reducing costs. Developed a team of forward-thinking WFM analysts across the globe to manage the short and long-term strategy of the operation. Show less



Sabre Corporation

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Principal Workforce Management Analyst

  • Aug 2016 - May 2018

  Westlake, Tx *Systems Admin for Aspect software *Responsible for correctly configuring the Aspect and RTA software for Sabre Hospitality Solutions. *Implement and maintain Forecasting and Scheduling for all lines of service *Manage efficiency goals of staff through proactively assessing the forecast to eliminate excess FTE hours worked as well as applying the appropriate overtime resulting in annual savings for the company. *Responsible for data analysis projects to identify trends to increase… Show more *Systems Admin for Aspect software *Responsible for correctly configuring the Aspect and RTA software for Sabre Hospitality Solutions. *Implement and maintain Forecasting and Scheduling for all lines of service *Manage efficiency goals of staff through proactively assessing the forecast to eliminate excess FTE hours worked as well as applying the appropriate overtime resulting in annual savings for the company. *Responsible for data analysis projects to identify trends to increase efficiencies within Customer Service. Show less



MONI Smart Security

• United States
• Security and Investigations
• 200 - 300 Employee

• Portfolio Management Systems Analyst

  • Mar 2016 - Jul 2016

  Farmers Branch, Tx *Responsible for the prioritization of database requests regarding enhancements and break fixes *Departmental liaison between business partners and IT for customer database requests *Monthly reporting in relation to Dealer information for C level management

• Workforce Management Business Analyst

  • Oct 2012 - Mar 2016

  Farmers Branch, Tx *Successfully implemented the upgrade of our WFM software from Blue Pumpkin to Aspect eWFM. *Serve as a Systems Administrator for Aspect software. *Manage efficiency goals of staff through proactively assessing the forecast to eliminate excess FTE hours worked as well as applying the appropriate overtime resulting in annual savings for the company. *Responsible for data analysis projects to identify trends to increase efficiencies within Customer Care and Monitoring. *Working with… Show more *Successfully implemented the upgrade of our WFM software from Blue Pumpkin to Aspect eWFM. *Serve as a Systems Administrator for Aspect software. *Manage efficiency goals of staff through proactively assessing the forecast to eliminate excess FTE hours worked as well as applying the appropriate overtime resulting in annual savings for the company. *Responsible for data analysis projects to identify trends to increase efficiencies within Customer Care and Monitoring. *Working with Operations to train employees, supervisors and managers regarding the implementation of Aspect eWFM. *Promoted to Sr Analyst Oct '13 *Promoted to Business Analyst Sept '14



ADT

• United States
• Consumer Services
• 700 & Above Employee

• Resource Desk Coordinator II

  • Dec 2005 - Oct 2012

  Irving, Tx *Improved the relationship between Workforce and Customer Operations managers and supervisors with proactive communication and assessing individual needs *Train interns on all daily tasks regarding workforce responsibilities which resulted in better experiences by the employees and supported departments *Manage efficiency goals of staff through proactively assessing the forecast to eliminate excess FTE hours worked as well as applying the appropriate overtime resulting in annual savings… Show more *Improved the relationship between Workforce and Customer Operations managers and supervisors with proactive communication and assessing individual needs *Train interns on all daily tasks regarding workforce responsibilities which resulted in better experiences by the employees and supported departments *Manage efficiency goals of staff through proactively assessing the forecast to eliminate excess FTE hours worked as well as applying the appropriate overtime resulting in annual savings for the company. *Created text notification for overtime opportunities via Excel which increased service level 3-5 points. *Completed New Horizon training program in Microsoft Office Excel Show less