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SKILLS

Vendor Management

Workforce

Management

Traffic and Scheduling

Process Improvement

Optimization

Implementations

Organized

Detail oriented

Outgoing

Team concentrated

Efficiency driven

Training

Development

Intraday

Scheduling

Forecasting

Reporting

Ad-hoc reporting

KPI maintenance

Documenting processes

TOOLS

ADP

Aspect/ eWFM

IEX Totalview

NICE

Uptivity

CMS Avaya

Oracle

EPIC

Sharepoint

PeopleSoft

Salesforce

MS Office

Created and optimized work schedules for a multipurpose health administration call center with 500 associates servicing over 300 hospitals in the nation. Utilized the IEX Totalview workforce scheduling software. Responded to and processed requests for scheduling needs and adjustments from management. Conducted shift processes that entailed rebuilding schedules based on current business needs. Interfaced with all levels of operations and process partners across the organization. Identified call drivers for forecasting, worked closely with the Human Resources Department to present staff plans while meeting service level (SL) objectives. KEY ACCOMPLISHMENTS:

1. Organized and set the organizational guidelines to for scheduling corporate, planned and ad-hoc activities. 2. Successfully made recommendations to management to realign the FTE count by department to prevent a reduction in force throughout the organization.

3. Provided management with a detailed yearly capacity plan based on the forecast plan. 4. Created employee metrics template (IEX Totalview) view-able by supervisors and managers to view agent productivity on a Daily, Weekly, Monthly, Quarterly, and Yearly basis.

5. Recipient of the 2012 volunteer of the year award. Stericycle Inc. Bedford, Texas 06/2009 – 03/2013

Workforce Management Analyst II

Operations Optimization

Workforce Management

I am a self- motivated performance driven leader with a genuine passion to coach, connect, and grow with people! I am looking to be planted and be a direct contributor to your organizations success. I have over seven years of experience as a Workforce Management Analyst in a variety of roles: Intraday, Scheduling, Forecasting and Training. I lead by example to accomplish organizational goals. I am very, ambitious, task driven, and goal oriented with a proven track record of achieving results in highly competitive environments. PERSONAL STATEMENT

La Tasha Mbye – Atlanta, Georgia (Travel/Relocation- Yes) T: 469-***-**** - E: ac1uxj@r.postjobfree.com

CAREER HISTORY

Traffic and Scheduling Analyst of Moni Smart Security. Moni Smart Security is the second largest security alarm monitoring company in the United States with over 700 call center (multi-site) agents with a $200M operating budget. The scope of my responsibilities was maintaining operations Key Performance Indicators (KPI) and the negotiated Service Level Agreements (SLA). In addition to providing vendors with employee compliance metrics, staffing plans, and communication updates. KEY ACCOMPLISHMENTS:

1. Successfully implemented the upgrade of our Aspect eWFM software from version 7.0 to 8.2. 2. Created upgrade training documents for agents, supervisors, and managers for the newest WFM scheduling and reporting platforms.

3. Identified, researched, created reports (using eWFM, CMS/Avaya, and MS Excel) and presented the department and vendor managers with an AUX outlier information. This process saved the organization over $360K in unaccounted AUX time. 4. The direct point of contact (vendor management) for all Customer Service, Relocation, Sales, and Retention department vendors. Lead the daily operations meetings providing process improvement updates, solutions and feedback. Improved vendor ROI by 35% from 2016 to 2017.

5. Lead team in corporate contest and team building activities. Moni Smart Security Farmers Branch, Texas 03/2013 – 02/2017 Workforce Management Traffic and Scheduling Analyst Relocating, Telecommute and Travel Extensively

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EDUCATION

Business Administration Dallas Baptist University Dallas, Texas 2019 (expected date of completion) Certificate of Biblical Studies Christ for the Nations Institute Dallas, Texas 2010 High School Diploma Lakeview Centennial High School Garland, Texas 2001 Operations Optimization

Workforce Management

La Tasha Mbye Atlanta, Georgia (Travel/Relocation- Yes) T: 469-***-**** - E: ac1uxj@r.postjobfree.com

Telvista Farmers Branch, Texas 05/2005 – 06/2009

Metro PCS Wireless Provisioning Supervisor

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Directly supervised 26 employees and carried out supervisory responsibilities for the Wireless Number Portability and Provisioning departments. The range of my responsibilities included interviewing, hiring, training new employees, guiding the workload, appraising performance, disciplining employees, addressing complaints and resolving conflict. KEY ACCOMPLISHMENTS:

1. Lead team to process an average of 52K WNP and Provisioning actions monthly (estimated $2.6M). 2. Created and maintain internal agent scorecard to evaluate workload and provide coaching as needed. 3. Improved agent ability to process 50% more accounts by identifying system glitches and providing excellent written and verbal communication to my team.

4. Received organizational recognition for reviewing, researching, implementing procedures that increased production with accuracy. Worked diligently with Account Executives to reduce the aging within their designated territories resulting in an approximately a 3% write off over-all.

5. Extensively participated in team morale boosters to ensure we maintained the “team to beat” reputation.

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