C HRISTINE H AYES

** ****** ***** - ***** ******, New Jersey

609-***-**** acyl7u@r.postjobfree.com

OPERATIONS LEADERSHIP / RESOURCE MANAGEMENT

Leveraging individual strengths to educate and motivate top-performing sales and service teams.

Senior Manager / analyst with talent assessment and training expertise producing consistent growth in sales,

productivity and customer service. Strong relationship-builder, communicator, negotiator, presenter and

leader. Proven ability to resolve high-profile, complex customer situations for mutual profitability. Received

more than 20 professional recognition awards. Proficient using Word, Excel, PowerPoint and Access .

Expertise and experience include:

Quality Assurance Regulatory Productivity

Compliance Improvement

Customer Retention

Training & Call Center Operations

Workforce

Development

Management

Resource Planning

Employee Relations

PROFESSIONAL EXPERIENCE

Independence Blue Cross, Philadelphia Pennsylvania 2015-Current

Workforce Management

Assist WFM team in all aspects of Workforce Management including Forecasting, Capacity Planning,

Scheduling, and Real Time Management for over 600 associates across multiple business units

Develops workforce strategies and staffing models to enable the business to meet its financial, customer

and employee targets by forecasting workloads and staffing requirements on an ongoing basis

Works closely with business leadership and subject matter experts to enhance daily processes

Monitor contact center teams and call queues for real time adherence to schedule and efficiency

expectations

Manage intraday call and document workloads, recommending adjustments to ensure appropriate

capacity levels

Approve discretionary activities and update the contact center schedule to reflect the changes

Participate in meetings to review staffing levels, capacity, and the forecast, identifying challenges and

making recommendations where appropriate

Verizon Communications, Robbinsville New Jersey 2000-2015

Manager National Small Business (2014-2015)

Go To Market Manager

Prioritized training requested delegating to proper training channels

Tracked completions of assigned training to management and associates

Facilitated daily training calls including, train the trainer and huddle calls to ensure all training

materials and expectations were clear

Managed employee training classes for 850 + associates and management.

Workforce Manager (2009-2014)

Improved compliance with corporate/regulatory, wholesale/retail service-level objectives by assessing and

educating local workforce of 600+ employees. Collaborated in everyday workforce management, including

scheduling and reassigning employees. Documented and communicated policies and processes regarding

scheduling to network and national resource management personnel. Promoted due to expertise in

concepts/practices of quality and productivity improvement, training and cost control.

Improved productivity 20% and increased sales 12% by identifying and streamlining call center online

operational/technological issues that effected efficiency and customer satisfaction.

Selected to serve on numerous national projects, addressing special quality issues and challenges.

Instrumental in identifying root causes of issues and expediting resolution.

Collaborated with Quality Assurance Team to monitor performance, ensure associates met or exceeded

Public Utilities Commission (PUC) standards and develop required customer service skills.

Managed ~150+ employee-training classes for 600+ associates. Maintained documentation of all

training to provide executive updates weekly. Nominated for excellence award.

Workforce Supervisor (2008-2009)

Promoted positive customer relations and supported sales organization. Supervised customer service

operations. Trained and motivated 45 Workforce Administration Associates supporting Consumer call

centers. Balanced customer access conditions and cost management, including overtime scheduling, schedule

adherence monitoring, call type and volume trending,

Responsible for the utilization of resources and planning activities to ensure answering customers calls

within regulatory objectives and guidelines.

Maintained awareness of changing needs for continuation training, focus group and workshop

scheduling aimed at sales.

Workforce Administrator (2007 - 2008)

Instrumental in coordination and scheduling of training for >600 Copper to Fiber consultants. Developed

culture of open/honest dialogue and employee involvement that demonstrated individual value in improving

performance. Statewide monitoring of a workforce of >600 online consultants to ensure targeted adherence is

being met and or exceeded.

Successfully scheduled > 54,000 hours of training and implemented protocol for all phases of the teams

activities including quality metrics.

Built and distributed employee work schedules for 250 + Associates and Managers in accordance with

forecasted call models to ensure customer service coverage during business hours.

Inputted and released all hours for 250 + Associates and Managers to ensure payroll accuracy

Allocated, tracked, granted vacation hours / days in accordance with contractual guidelines for

associates. Tracked and maintained vacation time for Managers.

Online Consumer Sale and Service Associate (2000-2007)

Proactively guided residential customers through calls by asking them targeted questions to understand needs

and recommend products. Created atmosphere of partnering with customer to further understand goals and

balance home life. Selected for management mentoring program.

Cendant Mortgage, Mount Laurel, New Jersey 1997-2000

Quality Control Manager (1997-2000)

Conduct quality control reviews in multiple functions within Mortgage Servicing.

Collaborate with internal and external auditors and state regulators to provide information on loans

assigned with Mortgage Servicing.

Complete daily, weekly, and monthly quality control reviews of key functions within Mortgage

Servicing.

Identify research and resolve the root cause of issues that arise during quality control reviews.

Review quality control findings with senior leaders within mortgage servicing functions and suggest

actions that

may be taken

Contact this candidate