Management Project

Ivori Krogulecki

**** ********** *****, ****** ******, Fl33544

Home: 813-***-**** ( Cell: 813-***-****

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

High Potential Call Center Leader

Value Offered

Qualified call center professional. Master's degree in Project

Management, Bachelor's degree in Applied Behavioral Science, eager to

enhance quality initiatives and advance effective, quality performance.

Practical experience in employee development, quality assurance, policy

compliance, implementing motivational strategies to improve performance,

and process improvement. Recognized for quickly comprehending and

applying complex subject matter, building on the strengths of others,

addressing opportunities with solutions, and effortlessly building

effective, professional relationships.

Education

George Washington University- Washington, DC 2009

Master of Science in Project Management

Relevant Courses:

Organizational Management and Leadership/ Executive Decision Making

Project Governance

Project Management Finance and Accounting

Scheduling and Cost Control

Estimation And Cost Management

Risk Management

Statistics For Management

National Louis University- Tampa, Fl 1996

Bachelor of Arts in Applied Behavioral Science

Relevant Courses:

Dynamics of Group Behavior

Effective Interpersonal and Professional Communications

Values and Ethics

Multicultural Dimensions

Economic Issues in a Global Perspective

Leadership in a Changing World

Key Skills

Management Plan, create, Industry research Performance

Skills: and execute Decision Management

process Sciences/complex Trend Analysis

improvements decision making Process Mapping

Process Promote/implement Organizational

Redesign Initiatives Behavior and

Motivation

Computer MS Word 2007 MS Project 2003 & 2007 Witness (Call

Skills: MS Excel 2007 Monitoring Software)

MS PowerPoint Expert Choice (AHP

2007 decision-making Workforce Management

MS Outlook software) programs(RTA, Avaya

Pertmaster (Novice) CMS Supervisor)

Experience

George Washington University- Graduate Student - MS Project

Washington, DC Management / 2006-2009

Project Management and Decision Science. Proficiently accomplished

academic projects in diverse industries, diligently researched various

government and corporate sectors. Co-chaired Steering committee for

class Photovoltaic Energy project, constructed project charter,

monitored project deadlines, directed class meetings, governed document

control, and managed research references. Accredited as a quick source

of knowledge, diligent discussion leader, personable, forthright,

thorough, and dedicated.

Graduate Projects:

Value Based Management: Increasing Economic Value Added in Retail

Banking: Received highest grade, recognized for demonstrating a solid

understanding of project accounting and finance.

Analytical Hierarchy Process for Resource Allocation: IT Solutions

Renovation- project selected as an instructional example on Professor's

web page.

Response to Request for Proposal Project- Cost estimation of labor,

contingency, and materials: commended for detail in estimates and the

inclusion of often overlooked, technical aspects.

Risk Management: Risk Analysis of the Ballistic Missile Defense System

(BMDS) Block 2006.

Exploratory study into the value of work-life benefits- Recognized for

the depth of research, analysis, and presentation.

Best Practices- Project Success by Motivation- accredited for diligence

of research and communication of the research.

Paymentech- Tampa, FL Real Time Analyst/ 2004-2005

Workforce management- Examined and monitored call volume of two

multi-skilled sites, employed immediate resolutions achieving ideal

service levels, optimized employee schedules, and mitigated coverage

deficits. Quickly mastered core responsibilities, assuming supervisory

reporting responsibilities within three months of hire date.

Highlights:

Produced site performance reports for the Director. Detailed variations

between actual and forecasted events; uncovered factors causing

deviations from estimate, improving forecasts.

Compiled productivity reports, presented cost analysis of performance

improvement strategies.

Developed daily status newsletters to operations; devised strategies,

increasing productivity during high call volume.

Initiated new associate vacation process enhancing employee morale while

sustaining service level agreements.

Citicard- Tampa, FL Operations Analyst/ 2003-2004

Telephone Command Center (TCC) - Observed call volume, initiated

solutions to varying call volumes. Updated team count files, presented

forecasts to management, assisted senior management in planning holiday

coverage and departmental changes, compiled reports and delivered

performance metrics in daily management meeting.

Highlights:

Governed the schedule change process for Tampa site; assisted

forecasting and scheduling department, published schedule bids, aligned

teams, and tracked site capacity.

Administered available schedules to Human Resources.

Trained new hires in schedule, vacation, and time-off processes;

influenced positive relationships between employees and the Telephone

Command Center.

Entrusted to instruct peers in the production of Management Information

System Reports.

Capital One- Tampa, FL Site Support Coordinator, QA

Specialist, Team Leader/

1997-2003

Inbound Call Center- Managed off phone time exceptions for Hispanic Line

of Business, planned team meetings, and reconciled team adherence

reports. Measured associate performance for 1,000-person call center

comprised of three divergent disciplines. Coached associates to achieve

balance in primary key performance indicators through side-by-side

meetings, monitoring recorded calls, and devising reference tools.

Promoted in first year of employment.

Highlights:

Effectively utilized negotiation strategies to reduce unplanned

absenteeism. Worked closely with Human Resources ensuring compliance

with state and corporate regulations.

Devised and budgeted team building events improving team cohesiveness

and promoting professional relationships.

Trained new hires in quality policies. Supervised and developed new

hires following completion of classroom training.

Appointed by manager to guide tenured peers in site-wide training of new

quality assurance process.

Designed a process reference tool for new quality procedures. Variation

employed site-wide, reducing process implementation time and mitigating

operational errors.

Instructed management in reviewing, evaluating, and coaching quality

assurance principles.

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