Manager Customer Service
Resume:
LINDA VELA
Denver CO *****
***********@*****.***
SENIOR WORKFORCE MANAGER
Getting the Job Done Right through Personal Leadership and Technical
Contributions
Professional with demonstrated technical, interpersonal, and leadership
skills utilized in demanding telecommunications, personnel management and
operations based projects. Skilled in working with various disciplines,
local and remote customers and a valuable addition to any team.
A spirit of inquisitiveness and a deep desire to contribute has resulted in
a drive toward delivering practical solutions for highly technical
products. The long term experience, product challenges and latest on the
job training have fully prepared me to contribute to the team.
CORE COMPETENCIES
Telecommunications . Project Management . Leading Operations . Planning .
Analyzing
Cisco ICM . Avaya ACD . IVR . Telecom Routing Strategies . Telecom Best
Practices
Budget Analysis . Call Center Reporting . Invoice . Cost Containment .
Customer Service
Scheduling . Vendor Management . Staffing . Work Force Management
EXPERIENCE
ORBITZ WORLD WIDE
2004 - Present
A leading global online travel company
Senior Manager, Telecom Strategy, System Efficiencies & Call Center
Reporting Manager
Managed successful recommendations and enhancements for strategic
initiatives including Cisco ICM, Avaya Automatic Call Distribution (ACD)
and Interactive Voice Response (IVR). Managed and conducted telecom &
multiple system audits from IVR to Avaya Agent level, quality testing of
new configuration, accuracy, disaster recovery plans, troubleshooting and
evaluating routing effectiveness. IVR & Avaya design documentation,
recommendations & implementation. Key role in building the highest level of
system efficiencies.
Key 24/7 responsibility for management and maintenance of workload actions
service objectives for the Command Center. Oversee global resources of the
WFM team to manage service levels, keep a business operational focus,
deliver training initiatives and regulate fluctuation of staff as real
times needs dictate. Best practices for WFM tools and workload guidelines
are regularly researched and updated. Other duties include:
. Real time telecom and agent application escalations and first line
trouble shooting
. Analysis and delivery of call center statistical reports for all
levels of Operational Management. Data includes IVR call prompting
statistics, ACD call volume, agent statistics, call transfer status,
vendor comparisons, sale conversion reports, etc. Manage Global Call
Center Team. Leading a high standard of reporting integrity. Manage
BI processes, Strategy of QlikView.
ECHO STAR COMMUNICATIONS 1997
- 2004
Delivers Direct Broadcast Satellite (DBS) television products and services
to customers worldwide
Workforce Manager
Successfully led eight WFM resources centers monitoring real time
activities as well as the central scheduling department. Provided
operational and budget forecast for enterprise staffing requirements and
was in charge of real time escalations of telecom related and agent related
systems.
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