Customer Service Sales

Kristen Ostrander

**** * **** **

Mesa, Arizona *5204

Phone: 602-***-****

*******.***********@*****.***

EMPLOYMENT HISTORY

August 2001 to April 2011 Stream Global Services

Phoenix, AZ Workforce Management Operations Planning

Manager -2009 to April 2011

. Lead team members, foster their professional development and

growth, and promote teamwork and cooperation.

. Consult with local managers, project managers and other key

players to define scheduling/forecasting requirements to meet

call center metrics and communicate workforce scheduling and

intra-day operations objectives.

. Implement and maintain intra-day workforce team responsible to

assist service delivery achieves desired performance metrics.

. Create process documentation necessary to successfully monitor

daily operations and keep service delivery informed of

appropriate action steps.

. Create procedures necessary to successfully monitor daily

operations and advise managers on appropriate action steps.

. Act as a resource to provide best practices to assist management

in scheduling and workforce planning.

. Coordinate automation and operational changes that increase

revenue and gross margin, reduce labor costs, add value for

customer, and increase overall quality of service delivery.

. Analyze sites scheduling needs on a weekly basis to ensure

adequate phone coverage and compare weekly schedules to

workforce management recommendations for accurate

implementation.

. Compile and interpret statistical information to calculate and

project staffing requirements of department.

. Prepare charts, diagrams, and other reports to assist in

scheduling and/or forecasting as needed.

. Participate in the analysis, evaluation, and implementation of

existing and proposed systems and tools used for workforce

planning, monitoring and forecasting.

. Perform a monthly site capacity count to determine actual

facility usage. Prepare bi-weekly capacity reports detailing

facility usage and open seat capacity.

. Participate in customer presentations, client calls, and

quarterly business reviews to represent the workforce management

department.

Workforce Management Site Analyst - 2004 to 2009

. Provide process improvement, direction and guidance of workforce

forecasting, scheduling, and staffing to ensure contractual

performance commitments are met.

. Responsible for monitoring and reporting project status and

anticipating potential issues that could adversely impact schedules.

. Identify and analyze trends; make recommendations regarding call

volume, shrinkage, attendance, and attrition.

. Analyze and create effective processes; conduct process

reengineering on an ongoing basis.

. Support capacity planning by creating peak staffing reports.

. Suggest staffing changes to support intra-day performance ensuring

client requirements are met.

. Schedule training, meetings and other off board activities.

. Assisted with implementation of the South Mountain Command Center.

Trained Command Center personnel to use eWFM, RTA, and CMS enabling

them to use appropriate tools to manage intra-day.

. Analyze lost time reports and data and work with operations to bring

percentages as low as possible.

. Created forecasts and schedules for AT&T WSC program.

. Utilized homegrown scheduling system prior to Aspect

eWorkforceManagement implementation.

. Self taught Aspect eWFM by reading manuals and exploring

functionality.

Admin Support for Cingular WSC

. Worked with client to create system login's for new hires, reset

current employee's login's, and delete termed employee login's.

. Created Best Practices/Process for trouble shooting and navigating

high end device phones.

. Assisted with training new hires when needed.

QA agent for AT&T Sales campaigns

. Monitored sales agents' calls to ensure they were following best

practices.

. Gave feedback to Team Leads on the quality of sales their agents were

doing as well as gave some coaching pointers.

Customer Service Agent

. Took customer service calls for Qwest Wireless, Sears Connect,

Cingular WSC, and Fairytale Brownies.

Kristen Ostrander

1346 S Spur Rd

Mesa, Arizona 85204

Phone: 602-***-****

*************@***.***

Employment History *continued*

1999 to 2001 Fone-Tec Communications

Redford & Taylor, MI

Sales and Service Representative/Manager

. Marketed various phone and paging products to consumers.

. Sold cellular service and equipment for clients such as Sprint

Wireless, Cingular Wireless, AT&T Wireless, Voice Stream, and Nextel.

. Sold pager service and equipment.

. Managed store in Taylor MI 6 days a week. Duties included inventory,

ordering products, opening/closing store, counting out register every

night, setting up displays, and ensuring customers' needs were taken

care of in a timely manner.

. Repaired pagers and minor cell phone problems. Changed cases on pagers

and cell phones.

1997 to 1999 Outback Steakhouse

Livonia, MI

Hostess

. Duties included greeting and seating customers, rolling

silverware, taking To-Go orders over phone, coordinating table

seating, and based on customers progress of dining, determined

wait time when restaurant was full.

EDUCATION

2007 to 2011 Western International University

Phoenix, AZ

. Bachelor of Arts in Behavioral Science.

2005 Scottsdale Community College

Scottsdale, AZ

. Completed some general studies classes to begin working on major

degree.

2002 to 2003 Scottsdale Community College

Scottsdale, AZ

. Completed Fast Track Business courses and received Certificate

in Business.

1996 to 2000 Livonia Stevenson High School

Livonia, MI

. Completed general studies and graduated in June of 2000.

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