Management Analyst

Jenn's InformationLocation: PINELLAS PARK, FLTitle: Resource Management AnalystExperience: 12+ yearsWork Types:

Willing to Relocate: YesWilling to Travel: Do not mind travellingCareer Level: ManagerWork Status: U.S. CitizenMember Since: 2011-11-29 Helpful Links

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Jennifer Runy

4673 66th Place, Pinellas Park, FL 33781 813-***-**** ************@*******.***

Customer Service Manager

Call Center / Telecommunications / General Business

Possess the drive, resourcefulness and competitive ability to thrive in challenging environments and utilize superb critical thinking and analytical skills in providing innovative solutions to existing or emerging problems. Focus on bottom-line profitability by monitoring and ensuring performance aligns with overall organizational goals. Retain expertise performing listening, analytical, problem solving and decision making dexterity to uncover complex issues, suggesting courses of action and providing superior resolution. Expert at developing and cultivating long-term business and consumer relationships while ensuring high retention success and service as an interface within the public service realm.

Core Qualifications

Sales/Marketing/Promotions Call Calibrations Contract Negotiations

Employee/Client Relations Policy/Procedure Integration Call Escalation Resolution

Training/Staff Development Customer Retention Quality Assurance

Professional Experience

Verizon, St. Petersburg, FL July 1998 – February 2011

Resource Management Analyst, St. Petersburg, FL (June 2005 – February 2011)

Recommend alternative options to senior management encompassing events and conditions that may affect employee requirements and resources. Monitor and analyze employee's performance data while communicating policies and procedures regarding scheduling and resource management. Assure compliance with work schedules while oversee and assist in administering everyday workforce management including changing employees assignments as required to meet mandated service level objectives. Provide assistance in scheduling or coordination of employee meetings, on the job training and requests for time off as well as track office productivity statistics, staffing requirements and overtime.

Accomplishments:Oversee and assist in monitoring, utilization and administration of more than 300 members across five different centers around the country in order to meet internal and external objectives and service level requirements.Maintain a minimum of 95% of PCD’s, handled with 72 hours and exceeding at 101.6%.Improved DD-1 results for year to date at 100.20% and met Fiber DD-1 Metric of .25%. Eliminated the necessity for one Analyst a day via monitoring all priorities and creating a different Copper and Fiber WFM Priority templates to ensure improved process and productivity within WFM. Reduced overall backlog over the Bennet District through moving/automating other tasks, which allowed for more resources to clean up any non-critical tasks. Minimized fallout volumes and resolved issues in conjunction with the centers.Monitored ACD for SOM, and other phone gates as well as partnered with the Centers on creating a training Matrix for use by the NRMG to maintain WFM Priorities and workflow. Achieved national objectives daily by maintaining the THC Schedule to assist RMG. First RMG Analyst to monitor multiple Regions and help achieve the Performance management Scorecard Objectives. Obtained Fiber DD-1 Performance in which the national number has been reduced to .25%.

Call Center Project Manager, Pune, India (August 2007 – November 2007)

Instrumental in providing exceptional floor support to vendor representatives and team leads upon handling VOL Billing Calls actively coached and offered feedback on strengths and opportunities to Reps or Team Leads. Responsible for monitoring the vendor's compliance in accordance with established Verizon Training procedures via direct observation, and offline observations. Reported any process, procedure or system related issues through a Command Bridge.

Accomplishments:Conducted variance analysis to side-by-side sessions through remote observations in conjunction with the local management team on a weekly basis.Transferred to the Customer Support Call Center in Pune, India to construct and integrate Quality Practices and to provide floor support to management and staff. Devised Daily Recognition Reports to highlight recognizable behaviors, areas of focus for improvement, and recognition programs for various aspects of CCI with assistance from the Infosys management team. Formulated a "Helpful Hints and Transfer Tips" currently being used by the center on their interactive Desktop. Ensured arising problems within the center were addressed in a timely manner through compilation of a Daily Trending Report.

Service Representative (July 1998 – June 2005)

Assured correction and completion of customer service orders and correspondence requests in a timely manner including; order entry and correction, updating billing records and issuing credits. Maintained accurate records within Verizon Systems: MARK, NOCV, MSOS, BILLSTAR, STOMPS, AAIS, COFEE, ODS, TMS, WFA, SN4, STORK, SX, SOP/DOE, SOM, SN2 and BOSS, performed additional responsibilities as assigned by supervisor.

Accomplishments:Consistently achieved a 120% rating or more for quality.

EducationUniversity of West Florida, Pensacola, FL, Bachelor of Arts in Interdisciplinary Humanities

GPA: 3.09

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