Abimbola Fujah

Workforce Management Analyst at Cox Communications

acdt0o@r.postjobfree.com

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

Page1

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

Page2

• 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

Page3

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

Page4

Abimbola Fujah

Workforce Management Analyst at Cox Communications

acdt0o@r.postjobfree.com

Contact Abimbola on LinkedIn

Page5

Contact this candidate