Manager - Support for abssenteeism for large Unionized Call Center

RACHEL A. CUSICK

Senior Analyst- Business Operations

* ****** ****** ********, ** 01913 • Email ******.******@*******.*** • Cell 978-***-****

Experience:

Verizon, Lowell, MA Apr 2015-March 2019

Senior Analyst- Absence Administration Manager

- Successfully reduced costs through improved attendance 2015 to 2018. Overall increase 7.5%. Ranked #1 for Attendance in my District for 2018 and #2 subsequent years.

- Top Support Manager in New England with strong knowledge related to Company policies, concepts, and processes as well as union contracts, and State laws for large Call Center organization.

- Managed FMLA, disability, contract, and disciplinary policy administration for team of over 200

- Created employee engagement initiatives and training programs.

- Created concept for 2019 Web based Training Absence Integrity for all Call Centers in Verizon Communications.

- Built strong relationships and good communication with Union, Labor, Legal, HR, Workplace Accommodations

- Initiated process improvements across work groups

- Trained and developed new Attendance Managers. Guided Management team on practices and discipline

- Responsible for emergency preparedness, real estate facilitation, vendor management, & OSHA compliance in large facility

Verizon, Andover, MA Dec 2009-Apr 2015

Manager, District Staff

- Grievance specialist, experienced in mediation and arbitration case preparation

- Provided all required documentation in support of actions taken, working closely with Labor and HR in regard to discipline and grievances

- Proficient with CWA & IBEW union contracts (NE & NY) and state and federal guidelines

- Managed Disability Claims, Workers' Compensation & Unemployment claims/hearings

- Provide monthly, quarterly, and yearly reports related to Attendance to ensure Federal and internal objectives/requirements are met. Proficient with Microsoft Office WORD, POWERPOINT; EXEL; COGNOS and AMTS

- Coordinated all projects associated with Andover, MA facility

Verizon, Andover, MA Sep 2002-Dec 2009

Resource Management Specialist

- Scheduled and monitored 500-1000 inbound call center employees

- Managed real-time call volumes to ensure appropriate coverage and meet regulatory requirements

- Maintained vacation and personal time for union workforce; including day of requests and absences

- Supervised administrative staff to monitor daily productivity of online associates

- Launched database that allowed associates to review scheduled overtime

- Created productivity, service level, and cost reports for leadership

Verizon, Andover, MA May 2000-Sep 2002

Sales Manager

- Directly supervised highly motivated sales unit of 25 Union associates

- Evaluated performance and productivity in call center environment and provided annual appraisals

- Resolved customer escalations with focus on customer satisfaction/retention

- Transformed lowest performing team in District to highest performing within one year

Education:

Northern Essex Community College, Haverhill MA March 2019- June 2019

Human Resources Certification program

Northern Essex Community College, Haverhill MA May 1994

Associates Degree in Business Management & Certificate of Hospitality Management

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