Area of Focus: Workforce Planning, Call Center Operations

Qualifications Profile

Growth-focused, goal oriented and seasoned professional with over 26 years of experience in all aspects of workforce planning and analysis; coupled with strong background in call center consolidation efforts and operations. Equipped with proven expertise in pioneering and supporting strategies, action plans, and initiatives; as well as recommending performance improvements to drive companies toward significant growth and advancement while lowering costs. Effective leader that focuses on motivating, mentoring and guiding high performing teams of professionals to achieve and exceed goals, while ensuring productive operations. Articulate communicator; well-versed in cultivating positive rapport and collaborating with customers, key stakeholders, and all management levels.

Areas of Expertise

Work Force Planning ~ Project Management ~ Call Center Operations ~ Tactical and Labor Planning

Scheduling Forecasting and Analysis ~ Staff Supervision ~ Vendor Management ~ Customer Service

Professional Experience Verizon

Verizon Wireless, Tampa, FL (2000–Present)

Senior Manager, Workforce Planning and Analysis Jan 2016–Present

Provide strategic direction to a remote team of seven workforce planning and reporting professionals in support of the employee accounts organization

Guarantee attainment of department key performance indicators (KPIs) through scheduling, forecasting, and intraday management; alignment of staff plans and schedules with long- and short-range force to load modeling

Manage all aspects of employee performance tracking and reporting, as well as employee attendance tracking, reporting and support

Design, test, and execute call routing initiatives in support of department goals and consolidation projects

Develop and manage disaster recovery plan and execution for department’s work groups

Lead a team of reporting senior analysts as well as provide program and key performance indicator reporting and analysis using SQL and data visualization tools

Served as point of contact and subject matter expert for projects related to call delivery, work force planning, work flow and work consolidation efforts

Render guidance, mentorship, and developmental opportunities to ensure team’s personal and professional growth

Verizon, Lake Mary, FL

Manager, Finance Transformation Feb 2013–Jan 2016

Provide oversight to all facets of finance transformation operations for the Bill to Cash (B2C) organization.

Managed the successful wave planning and execution for new finance hubs located in Lake Mary, FL and Tulsa, OK

Developed and completed spans and layers for the new organization; created and posted job descriptions for 150 positions; monitored recruitment and hiring progress

Assumed full accountability for real estate management, employee on-boarding for Lake Mary and Tulsa

Managed the capture of all standard operating procedures for each work group migrating to Lake Mary and Tulsa; ensured all SOPs were updated to new Verizon standards

Responsible for migrating SOPs to iGrafx standards

Demonstrated flexibility and multitasking skills in fulfilling diverse roles:

–Main point of contact and working member of the Business Continuity Emergency Management team supporting the Corporate Financial Transaction organization. Successfully managed multiple tasks: quarterly review and updates to thirty-five (35) Corporate Financial Transaction (CFT) critical center plans, site emergency action plans for CFT, and disaster recovery planning and communication

–Project manager responsible for force requirement and emergency work assignment maintenance, out of footprint call center design, communication, and reporting

Verizon Wireless, Franklin, TN

Associate Director, Resource Management Feb 2012–Feb 2013

Rendered direct supervision and guidance to a team of seventy-two (72) on-site and remote resource management professionals responsible for scheduling, forecasting and intraday management for more than 1,700 Customer Financial Services employees

Led Command Center Team in charge of monitoring and administering workflow for seven (7) Verizon Collection Centers and Vendor locations; work flow consisted of managing online call sharing and offline resources to achieve customer satisfaction and to meet service level and outbound dialer KPIs

Managed the disaster recovery process, execution, communication and reporting for all Verizon Collection Centers

Worked closely with human resources business partners to ensure that team’s management of policy and process aligned with human resource’s expectations

Held responsibility for performance tracking, reporting, action plan creation and follow up; monthly meetings with supervisors and managers to discuss corrective action plans to ensure consistency and fairness

Assumed full accountability for timely FML claims management; disability dashboard management, reporting, and updates

Oversaw time sheet audits, illness tracking, paid time off balances; team responsible for documenting, reporting and tracking executed corrective action

Engaged regularly with senior leaders; provided sound analysis and recommendations on strategy and staffing changes for productivity and effectiveness improvement

Verizon Wireless, Tampa, FL/Franklin, TN

Manager, Resource Management May 2004–Feb 2012

Oversaw operations for the national Customer Financial Services (CFS) command center and national intraday processes for all CFS work groups; managed a team of thirty-three (33) on-site and virtual resource management professionals

Ensured achievement of inbound and outbound KPIs, shrink and half-hours in range for service level and abandonment rates through maximum productivity across the CFS footprint

Managed organization’s outbound dialing objectives by creating and executing Avaya/LiveVox dialer strategies, reporting and analysis, file penetration, controlling real-time production levers, and monitoring.

Played critical and key role in the consolidation of resource management processes, policies and procedures from multiple locations throughout the footprint, to centralized resource management team in Franklin, Tennessee

Executed tactical planning for all lines of business

Performed vendor management and reporting, while managing vendor relationship including reporting and staffing

Directed enterprise collections and area credit order and activation call routing projects implementation and maintenance

Served as point of contact for all system migrations and conversions in relation to Avaya outbound dialer upgrade and technology applications relative to call delivery for the Franklin and Tampa call centers

Developed communication plan and cadence for leadership updates related to service level results, system outages, and disaster recovery

Responsible for management and execution of disaster recovery plans for all center locations

Earlier Position Held:

Verizon Wireless, Tampa, FL

Supervisor, Resource Management Jun 2000–May 2004

Earlier Career

GTE Wireless, Tampa, FL

Supervisor, Financial Services Apr 1997–Jun 2000

Associate Team Support Oct 1995–Apr 1997

Collections Representative Aug 1992–Oct 1995

Technical Acumen

Software:

Microsoft Office Applications G-Suite

Outbound Dialing Solutions:

LiveVox Avaya

Work Force Planning Tool:

IEX

Web-Based Collaborative Platform:

SharePoint

Programming Language:

SQL Basic Understanding

Telephony Systems:

Automatic Call Distributor (ACD) Interactive Voice Response (IVR)

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