Customer Service Management, Workforce Management, Administrative

STORMI LEIGH ABBOTT

214-***-**** **********@*****.***

Summary

Dedicated and enthusiastic individual possessing a solid work ethic. Who is well rounded and experienced with customer relations and service. I pride myself in being thorough and productive, meeting or exceeding employer goals while maintaining a professional outlook and actions representing myself and employer.

Computer Skills

All Versions of Windows

Word

Excel

Power Point

Apple/Mac OS

Kronos

CMOS

WFM Applications: NICE IEX (Totalview), Avaya Phone Systems (CMS Supervisor)

LivePerson

IBM Lotus Notes

Experience

The Neiman Marcus Group

January 2014- Current

Las Colinas, TX

Resource Management Specialist/Administrative Specialist

Through phone calls, live chats, and emails; managed clients’ contacts with diligence and an unwavering commitment to excellence

Setting up conference bridges for upper management

Administrative Assistant to two Directors

Scheduling meetings and training for associates and management

Buying/Ordering all supplies with my company credit card

Building Spreadsheets for various events and management

Maintains calendar of appointments for assigned staff or department. Schedules and organizes meetings, conference calls and appointments. Prepares items in relation to meetings, including but not limited to, creation and assembly of documents for distribution, coordination of site reservation, meal orders.

Hosting and/or helping with planning company events

Checking and delivering all mail

Ability to Balance Multiple Priorities with Little or no Direction

Able to handle all Resource Management/Administrative Specialist duties while shorthanded in a calm and effective manner (department was periodically understaffed at times)

Recommend Resource Management schedule changes and identify efficiency opportunities

Apply Resource Management staffing decisions to manage cost associated with over/under staffing of 400+ employee call center

Review of forecast for the purpose of staffing needs through Intraday Management Processes

Manage adherence by monitoring associate schedules and ACD statistics

Management of Service Level and occupancy for all business channels. Including re-skill and prioritize agent skill sets to ensure all Service Level requirements are consistently met across all divisions

Advise Scheduling/Operations MGR of unusual exceptions in telephone volume or number of exceptions for possible re-forecasting

Troubleshoot issues related to Work From Home System Support

Entered in Resource Management exceptions into Totalview from same/previous day

Technical aptitude and experience in statistical analysis and troubleshooting

Built custom scripts in Avaya CMS Supervisor based on business needs

Multitask under high stress situations

Generates daily Call Center Management Reports for Directors and Executives. Reports include:

Performance, Forecasting, Scheduling, Service Levels, and Agent Performance

Relating and interacting with people at all levels of the organization and in a culturally diverse and geographical disperse environment

Plans for special impact of response to advertising, promotions, acquisitions, etc., and gathers information from other parts of the organization to identify these impacts

Monitors daily service levels and productivity, adjusts schedules as necessary, projects staffing required to meet service levels

Proficient use of the workforce management and ACD reporting tools to analyze accuracy of forecast workloads, staffing requirements and staff scheduled, as well as actual staffing and service levels

Processes requests for time off and responds appropriately with information and/or approvals

CVS Pharmacy

August 2013- January 2014

Dallas, TX

Sales Associate

Customer Service

Navigation and Operation of P.O.S.

Open and close of business audits

Accounting of inventory and receiving

Selected and trained for management position

Sally’s Beauty Supply

August 2013- January 2014

Dallas, TX

Sales Associate

Customer Service

Navigation and Operation of P.O.S.

Open and close of business audits

Accounting of inventory and receiving

Accomplished sales goals

Consistently held highest sales

Di Credicio Properties

2009-August 2013

Dallas, TX

Office Manager

Showing of property

Setting appointments

Receiving and tracking of payments

Posting of notice

Answering phones and general inquiry

Scheduling of maintenance and other property needs

Allegiance Telecom

1998-2003

Dallas, TX

C.A.B.S. Analyst

Quality assurance, resolving P.I.C.C. issues.

Billing/identifying E.M.I. and A.M.I. records.

Balancing A.T.V., reconciling disputes

Resolving billing issues

Additional Training

Eagle Land Services

2007-2008

Colleyville, TX

Trained with Independent Field Landmen, R.P.L. & C.P.L. who provided one on one training for prospects located in various counties in the states of Wyoming and Texas.

Applied basic principles of running title for Oil and Gas Prospects in Wyoming and Texas.

Reviewed and applied laws concerning ownership of mineral rights; basic land practices;

conveyances, partition, and possession; chain of title.

Analyzed instruments for the purpose of identifying mineral ownership.

Direct and indirect indexing to identify ownership from patent to current day for preparation of Run Sheets and Title notes.

Indexing using book and computer systems in County and District Clerk’s office.

Identified current surface ownership using plat maps and computer systems of the County Tax Assessor’s office.

Additional Languages

Sign Language

References

Furnished upon request.

Contact this candidate