Management Manager

Byron Pol

Objective

Seeking a position that will benefit from my twelve years of Call Center

experience.

Reports Coordinator - Cablevision, Newark, NJ 2009 - 2013

Responsible for effective scheduling of all holidays, vacation, sick and

personal time request for the entire Call Center based business

requirements.

Utilized e-Workforce to update and add employees to the system.

Update, prepare and distribute Daily Stats Tracking, Shrinkage, and

Availability to management and corporate.

Dispatcher/Router - Cablevision, Oakland, NJ ? 2006 - 2009

Effective scheduling of routes for in house and contracted technicians.

Provide managers and other business units with a nightly analysis of all

corresponding issues pertaining to the scheduled work for the following

day.

Maintain and update route sheets utilizing MS Excel.

Traffic Coordinator - Cablevision, Bronx, NY ? 2002 - 2005

Interacted with management to ensure quick and effective responses to

outages, unusual call volumes or other events

Responsible for timely completion of daily logs and entry of exception

codes into TCS as well as workforce management databases.

Assessed and responded to staffing and traffic concerns in a 300 seat Call

Center with a daily volume of 18,000+ calls.

Staffing Analyst - Cablevision, Bronx, NY ? 2001 - 2002

Utilized various data reports to determine long range staffing levels

required for the call center.

Complied data to forecast (on a quarterly basis) call center volume and

project productivity for months at a time.

Responsible for tracking vacation, sick time, personal time for 400 CRCs.

Assisted the manager with analyzing the operational and financial results

for the Bronx Call Center.

Training NCO - Army, Fort Hood, TX ? 1999 - 2001

Responsible for distributing weekly and monthly schedule's for A Co 2-12

Cav BN. Created a database that improved the efficiency of tracking

soldiers personal and military data.

Interfaced at Company level thru Division providing them both with status

reports and weekly time period on company's activity.

Consultant Y2K - Fits Systems, New York, NY ? 1998 - 1999

Designed and implemented a Microsoft Access database solution to collect

and track information on third party suppliers and vendors to Equitable

Life.

Interfaced with the Internet business units, internal auditing and third

party vendors to determine the compliance status of their product/service.

Worked with business groups to formulate and invoke contingency plans for

products that were deemed not compliant.

Education: Monroe College, Bronx, NY Computer Science, 1990 - 1992

Programming and Software Skills:

MS Office Suite - Excel, Word, Access, Lotus Approach, MS Windows 95, 98,

XP, NT Windows 8, Media, MS Explorer, TCS Telecenter System, Cabledata,

Aspect System Management Suite, e-Workforce Management.

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