Quality Analyst, Workforce Management, Senior Operations Analyst
Resume:
Nikol Harkey
*****.******@*****.***
Summary
Previous Senior Operations Analyst. A skilled, self-motivated professional with 5+ years of extensive experience in the Operations/Workforce Management field. Works well independently and as a strong team contributor. Seeking rewarding position in Operations/Workforce Management field.
Computer Skills
Software
Aspect (WFM)- Produced schedules, associate profiles, ran reports, analyzed IDPs for associate scheduling and schedule movement
Excel- Manufactured Pie, Bar and Chart graphs
PowerPoint- Provided presentations to our line of business/client
Experience
June 2009-Feb 2015
Senior Operations Analyst (WFM), Bank of America
Ensured all coverage shortages were mitigated for various call queue
Presented MTD Shrinkage, SVL, ABA, ASA as well as provided the mitigation plan for any shortages in coverage in our weekly meeting with the line of business
Lead weekly line of business meetings for our escalations queue
Analyzed IDPs for associates’ schedule changes
Optimized agent breaks and lunches
Scheduled off phone segments such as meetings, computer based trainings, etc.
June 2004-May 2009
Quality Assurance Analyst, Novo 1
Analyzed calls for standard quality and provided constructive feedback and quality score to associates
Assisted Managers with any escalated calls
Lead meetings with FICO client on quality control
Held focus sessions with agents for overall improvement of call quality
Nikol Harkey
536 Cambridge Drive
Saginaw, TX 76179
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