Manager Process Improvement
Resume:
Laurie Suppes
**** ****** ****** -**** ******* CO 80526
970-***-**** - ablzx2@r.postjobfree.com
Summary
Strong background in analyzing and reporting data, business systems problem
solving, and moving towards software engineering through education.
Significant successes with increasing efficiency through defining, and
creating standard operating procedures and policies, and increasing inter-
departmental communications.
Asurion- Evans CO 80620 - 970-***-****
2005-2010
Workforce Liaison (2007 to 2010)
Manage staffing and work efficiencies by creating a local Workforce command
center for an internal site and a virtual site.
Created and implemented standard operating procedures for my position and
my role to increase efficiency for two sites and for the company.
Managed relationships between the Workforce team and the Customer Care
Operations team ensuring open lines of communications and understanding.
Represented the Operations team while making decisions with the Workforce
team including staffing and scheduling recommendations.
Responded to deviations in forecast using an escalation process and
assessed absenteeism trends.
Constantly reviewed and made process improvement recommendations in
addition to coordinating process improvement initiatives to improve
operation effectiveness.
Generating reporting for the Customer Care Operations team.
Analyzed and made recommendations on calling trends; providing performance
solutions.
Managed sites real time performance.
Scheduled meetings and training and coaching sessions for the supervisors.
Administrative Support Coordinator (2005 to 2007)
Entered and tracked data using software applications such as MS Office
applications, MS Access, Workforce Management Software (eWFM) and Center
View Management Software (CMS).
Improved existing procedures, processes and efficacies by creating new
reports and processes.
Collected, analyzed data for statistical reporting to build the new
processes.
Created, modified, troubleshot, and debugged current databases and reports.
Met or exceeded all deadlines.
Reviewed reports and data for accuracy and ensure consistency with team
members both locally and company wide.
Compiled, analyzed and created ad hoc reports for call statistics
including: Average Handle Time, Compliance, Productivity, and Absenteeism.
Maintained reports and databases with employee information update and
ensure accuracy.
Maintained confidentially due to the highly sensitive nature of statistics
tracked including progressive discipline and leaves of absences.
Center Partners- 4401 Innovation Drive, Fort Collins CO 80525 - (970) 206-
Forecasting/Schedule Analyst
. Projected call volumes and staffing requirements to meet service
levels, reported forecasts and performances by analyzing call
volumes/patterns, schedule and staffing trends.
. Generated reports set up and update website reporting tools using HTML
and eWFM.
. Conducted weekly meeting with management to report status call
volumes, IDP's & staffing plans.
. Processed shift bids and schedules based on business needs and
forecasting including: trial and official schedules, optimizing breaks
and lunches, scheduling off phone activities, and shift trades.
Real Time Adherence Analyst
. Started position when department was 2 months behind, assisted in
bringing department update to reach goal of monitoring adherence real
time.
. Worked with eWFM and Real Time Adherence (RTA) software to enter
exceptions for Personal Time Off, absence, training, meetings and
monitor adherence real time.
. Used CMS to change agent skills and run reports.
. Answered and managed attendance line and note call log spreadsheet.
Prepared and distributed corrective actions based on attendance
records. Processed requests for Personal Time Off.
Back-Up Davox Administrator - Managed all campaigns run on Davox auto-
dialer for multiple product groups. Reported various results using MS
Excel, MS Access and web based reporting tools.
Service Level Analyst - Responsible for service levels by analyzing
staffing trends and entering exceptions for Personal Time Off, training,
meetings and monitored real time adherence.
Cruise Director - Worked with a team to promote positive moral and a
positive work environment.
Product Specialist - Account manager specializing in de-escalating
difficult situations and angry customers. Help desk and training issues.
BS, Information Technology (Concentration in Software Engineering)
University of Phoenix 2009 -
present
AA, Information Technology
University of Phoenix 2007 -
2009
AA, Occupational Studies, Computer Programming
College America, Fort Collins CO
2001 - 2002
Certificates: Conducting Effective Performance Appraisals, Equal Employment
Opportunity,
Lawful Hiring, Lawful Termination, Top 10 Employment-Related Mistakes,
Workplace
Diversity - Manager Edition, Workplace Harassment - Manager Edition
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