Daisy R. Jacob

ad3gbb@r.postjobfree.com

515-***-****

Highly motivated professional with a successful track record in call center planning, scheduling, forecasting and project management to improve service efficiency. Workforce Management-Call Center Planning Analyst 2, Wells Fargo, West Des Moines IA 9/2022 - 8/2023

● 5 Multi business line forecasting for staffing models, call volumes service level and AHT-average handle time and improved production percent levels from 30 to 40% to 70-85%.

● Created biweekly meetings to present short-term forecasts, 6-week future forecasts and develop staffing models for our business partner leaders and VP’s.

● Provided trainings to line of business leaders on JIRA software. Contact Center Planning Administrator, Well Fargo / Randstad Professionals, West Des Moines IA 08/2021 - 8/2022

● Created policy and procedures for reporting HMC and NCC, PSA Calls, Daily Inbound, Bank, Bank Premier OB, Purchase Team, CMBP reports daily, weekly, monthly and YTD and improved operational efficiency.

Analytic Consultant, Randstad Professionals/Wells Fargo, West Des Moines IA 12/2019 - 12/2020

● Re-designed schedules in workforce management systems to meet and exceed the performance and productivity goals of ECMO.

● Monitored inbound staff presence with (RTA) Real Time Reporting, and CCPulse for skill.

● Providing mentoring and staff development.

Workforce Management Analyst, Ventech Solutions Urbandale IA 12/2015 – 12/2019

● Forecast monthly call volume with 92 to 100% accuracy for EQRS, QPP, and QNET.

● Managed and maintained the policy and procedures of workforce management. Call Center Planning and Capacity Analyst, Wells Fargo Home Mortgage, West Des Moines IA 05/2012 – 08/2015

● Accomplished summary reporting and data analysis for Call Center volumes and productivity to meet and exceed service level commitments and maximize staffing.

● Develop site/regional recommendations based on forecasting analysis.

● Negotiated and re-designed schedules in the workforce management system to meet and exceed division performance and productivity requirements.

● Led strategic partnerships with lead and site management teams of Bankruptcy (HPBK), Fannie and Freddie (GSE), Office of the President (CCRG) and Bank and Private (B&P) SPOC investor groups.

● Improved adherence and production within two of our SPOC investor groups to bring their production from 20% to over 65% and adherence from 30% to 80-90%. Education

Bachelors Business Administration/Entrepreneurship, University of Pune, Pune, India. DMACC, Business Applications Certificate Ankeny, IA.