Customer Service Manager
Resume:
Abimbola Fujah
Workforce Management Analyst at Cox Communications
*******@*****.***
Summary
Striving towards expert leadership and continuous innovation. Over the years I have had the opportunity to
learn about myself and try different things. With that I've discovered that I want to continue down the path of
being a leader of people. In my teenage years I had the opportunity to be a shift manager at McDonalds and a
Manager at the Rams Den while at the University of Rhode Island. During that time I found that I was able to
lead a variety of people to great results.
In my personal life I've always been into technology and creating. During my time at Cox Communications I
have had the opportunity to learn how to integrate those interests and create with the purpose of improving
efficiencies.
My plan is to continue on that path throughout my professional career and push myself to achieve excellence. I
have developed many skills but I look forward to new challenges as I learn about SQL, Java and any
applications that can improve an operation and create a more efficent work environment for my staff in the near
future.
Skills:
Operations Lead
o Managed Operations group, initiated the documentation operational procedures, met with multiple lines of
business on improving processes and KPIs
Change Agent
o Point of contact for Cisco and Avaya launches and organized the implementation of Intradiem
Systems/Applications
o Aspect, Cisco, Avaya, eWFM, RTA, Remedy, OBIEE, SharePoint Microsoft Office
Experience
Workforce Management Analyst at Cox Communications
September 2008 - Present (5 years 8 months)
During my time as an analyst I have been part of a group that quickly became a model Operations team
within the organization. We have created a number of processes, including a tool used to automate the upload
of agent exceptions into eWFM. That tool is now being used by 4 other Cox systems.We have also created
real time data sheets that export information from CMS and eWFM for reporting and trending tools.
Individually, I have had the opportunity to be the short term planner for over 100 Technical agents.
Individually, I would manage PTO buckets and make decisions weeks in advance based on forecasted service
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level, upcoming events and pre-planned off phone activity.
Outside of my daily roles I was part of the core team that brought the application Intradiem to Cox Northeast.
I coordinated the deployment of the application and offered technical support at the agent level.
I have continued to work with managers and leaders within the organization to learn best practices and tailor
them to my communication style. That guidance will help me to grow as a stronger leader of people. In my
role as operations manager I have taken the lead or assisted on numerous group tasks. I continue to learn as
much as I can so that I can assist the business and my peers in being the best that they can be.
• Developed short term plans to improve service levels
• Managed real time activity for over 300 CSRs
• Created critical reports for senior management used to make business decisions
• Developed process of automatically uploading agent exceptions that has been adopted by multiple sites
• Optimized shifts for call center departments
• Trained new hires on phone system, metrics and adherence
• Delivered presentations to all levels of leadership on reporting finds and procedural changes
• Managed the relationship with outsource partners
• Launched on site sales initiatives with outsource partners
Customer Service Technician at Cox Communications
September 2005 - February 2008 (2 years 6 months)
As a Customer service Technician I was able to increase my knowledge of the telecommunications industry
first from the customers standpoint and then operationally and technologically. With my time spent fielding
customers calls and learning more about different aspects of the business I was able to participate in meetings
and focus groups to better the customer experience and test new products.
• Assist customers with Telephone, Video and Data problems.
• Assist in training new hires by taking live calls and doing side by sides
• Assist leadership with introducing new products/procedures to the call center
Student Manager at The Rams Den
September 2002 - May 2005 (2 years 9 months)
• Trained new employees on various work stations
• Mentored aspiring managers during summer training sessions
• Coordinated special non student related events
• Obtained Food Safety Certification
Shift Manager at McDonald's Corporation
April 1999 - January 2002 (2 years 10 months)
• Trained new employees and ran a staff diverse in age
• Collaborated with senior staff to increase revenue and improve day to day operations
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• Maintained a highly engaged staff while meeting customer expectations
Honors and Awards
Northeast Vision Award (NEVA)
Cox Communications
November 2013
I was part of the team that won the Customer Experience category at the Northeast Vision Awards. Our group
created a SharePoint that served as a directory for all of the respective departments in Cox Northeast. The
SharePoint contained links referencing campaigns, contacts, real-time activity such as outages or site
assistance and links to external sites to better assist customers.
Skills & Expertise
Call Centers
Vendor Management
Customer Service
Process Improvement
Telecommunications
Forecasting
Avaya
eWFM
Microsoft Office
Microsoft Excel
Operations Management
Project Management
CMS
Troubleshooting
Cross-functional Team Leadership
Business Analysis
Team Leadership
Management
Customer Experience
Analysis
Workforce Management
Team Management
Outlook
Call Center Development
Training
Leadership
Outsourcing
SharePoint
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Education
University of Rhode Island
Bachelor's degree, Communication and Media Studies, 2001 - 2005
Activities and Societies: NAACP
Interests
Video/Music Editing, Photoshop, Adobe Illustrator
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Abimbola Fujah
Workforce Management Analyst at Cox Communications
*******@*****.***
Contact Abimbola on LinkedIn
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Contact this candidate