Professional Summary

Highly motivated, creative, and versatile manger with over 8 years experience supporting multiple clients in call center management. Critical thinker, a natural leader with well-developed and creative problem-solving abilities. Excellent oral and written communication skills with the ability to persuasively present to a wide variety of audiences.

Accomplishments

Started customer service for 3 clients and their specific needs.

Successfully implemented workforce Management for Seterus IBM

Equipment Manager for the New Jersey Devils in the National Hockey League

Certifications

Trained & Certified in the following

oIBM Think Blue Leadership Training

oFCR CWC (Coaching with Compassion), Intro to Leadership, and FCR Cultural Immersion

oCertified Genesys Solutions Workforce Management

Work History

Operation Manager July 2016 –December 2017

First Call Resolution

Work with the Director of contact center services to assure client needs and company needs are in balance.

Maintain constant communication of floor needs, wants, concerns and plans to all stakeholder.

Attend weekly meetings to discuss current trends, quality, upcoming events, project planning, and current project status.

Lead & developed up to 40 colleagues.

Successfully launched 3 clients & ramp down 1 client programs

Accounts Receivable September 2014 – July 2016

Summit Cleaning & Restoration

Construction - Industrial Facilities and Infrastructure.

Facilitate the timely collection of accounts receivable by managing the collection process.

Provide support to project managers and provide accurate cash flow to senior management.

Managed monthly invoicing & summary statements.

Negotiate funds with insurance companies.

Obtain the necessary documents to collaborate with financial institutes to obtain funds.

Workforce Management Team Lead August 2010-August 2011

IBM Salem, Oregon

Manager of six agents, who manage schedules for 700 agents.

Team Leader of 6 agent who provide real-time monitoring via tools (CC-Pulse, Real-Time adherence IEX) and workforce management techniques to make intra-day adjustments to maximize resource efficiency.

Achieved service level goals/ business objectives.

Create optimized strategies (arrival pattern trends, holidays/seasonality/ business impacts, shift recommendations, channel requirements offline activities etc.) that support a multi-size, multi channel, and multi-skilled contact center environment.

Team Manager August 2010 - August 2011

Stream Global Services

Stream Global Services is in Contract with Microsoft XBOX.

Managed a team of 15 service providers, in a high pace contact center environment.

On a daily basis monitor calls, go over daily, weekly, monthly stats and evaluated team members efficiency.

Providing feedback and coaching on a daily basis.

Implemented new policy, procedures, processes and tracked departmental attendance, adherence to schedules and quality.

Workforce Management Supervisor May 2003 - May 2010

Bartech Group -GM OnStar

Perform continual analysis of current performance (noting recent trends) and make necessary adjustments to staffing plans and coordinate with Operations teams to achieve service level goals and objectives.

Create optimized strategies (arrival pattern trends, holidays/seasonality/business impacts, shift recommendations, channel requirements offline activities etc.) that support a multi-size, multi channel & multi-skilled contact center environment.

Review scheduling efficiency and provide recommendations to accommodate staffing shortages. Provide real-time monitoring via tools (CC-Pulse, Real-Time adherence IEX) and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals/ business objectives.

Professional References

Corwin Peterson N. America Technical Manager at UTC 503-***-****

Shawn Trahan Program Manager Summit Cleaning & Restoration 503-***-****

Mark Anderson Executive Sales Lead 408-***-****

Education

High School Diploma 1990- San Lorenzo Valley High School.

Certificate of completion for ASL-2008 Oakland Community College Farmington Hills Michigan

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