LINDA VELA

**** ******** **.

Denver CO *****

303-***-****

acaady@r.postjobfree.com

SENIOR WORKFORCE MANAGER

Getting the Job Done Right through Personal Leadership and Technical

Contributions

Professional with demonstrated technical, interpersonal, and leadership

skills utilized in demanding telecommunications, personnel management and

operations based projects. Skilled in working with various disciplines,

local and remote customers and a valuable addition to any team.

A spirit of inquisitiveness and a deep desire to contribute has resulted in

a drive toward delivering practical solutions for highly technical

products. The long term experience, product challenges and latest on the

job training have fully prepared me to contribute to the team.

CORE COMPETENCIES

Telecommunications . Project Management . Leading Operations . Planning .

Analyzing

Cisco ICM . Avaya ACD . IVR . Telecom Routing Strategies . Telecom Best

Practices

Budget Analysis . Call Center Reporting . Invoice . Cost Containment .

Customer Service

Scheduling . Vendor Management . Staffing . Work Force Management

EXPERIENCE

ORBITZ WORLD WIDE

2004 - Present

A leading global online travel company

Senior Manager, Telecom Strategy, System Efficiencies & Call Center

Reporting Manager

Managed successful recommendations and enhancements for strategic

initiatives including Cisco ICM, Avaya Automatic Call Distribution (ACD)

and Interactive Voice Response (IVR). Managed and conducted telecom &

multiple system audits from IVR to Avaya Agent level, quality testing of

new configuration, accuracy, disaster recovery plans, troubleshooting and

evaluating routing effectiveness. IVR & Avaya design documentation,

recommendations & implementation. Key role in building the highest level of

system efficiencies.

Key 24/7 responsibility for management and maintenance of workload actions

service objectives for the Command Center. Oversee global resources of the

WFM team to manage service levels, keep a business operational focus,

deliver training initiatives and regulate fluctuation of staff as real

times needs dictate. Best practices for WFM tools and workload guidelines

are regularly researched and updated. Other duties include:

. Real time telecom and agent application escalations and first line

trouble shooting

. Analysis and delivery of call center statistical reports for all

levels of Operational Management. Data includes IVR call prompting

statistics, ACD call volume, agent statistics, call transfer status,

vendor comparisons, sale conversion reports, etc. Manage Global Call

Center Team. Leading a high standard of reporting integrity. Manage

BI processes, Strategy of QlikView.

ECHO STAR COMMUNICATIONS 1997

- 2004

Delivers Direct Broadcast Satellite (DBS) television products and services

to customers worldwide

Workforce Manager

Successfully led eight WFM resources centers monitoring real time

activities as well as the central scheduling department. Provided

operational and budget forecast for enterprise staffing requirements and

was in charge of real time escalations of telecom related and agent related

systems.

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