Call Center Workforce Management
Resume:
**** * ******* **, ******, AZ, ***** DAWN CRAVEN
**************@*******.***
WFM SPECIALIST
PROFESSIONAL SUMMARY
WFM Specialist with 13+ years of expertise in BPO Workforce Management and call center operations. Proficient in AWS, reporting, data analysis, and forecasting, with a proven track record in optimizing operational efficiency and driving service-level achievements. Adept at leveraging advanced WFM tools and mentoring teams to enhance productivity and client satisfaction.
EMPLOYMENT HISTORY
AUG 2021 - JUN 2024
WFM Supervisor, Broadpath Healthcare, Tucson
Streamlined WFM procedures across projects, enhancing productivity and creating a universal playbook.
Led 8 client projects from start to finish, aligning with strategic growth initiatives.
Optimized resource allocation to meet cost, schedule, and performance targets.
Mentored a diverse team of analysts, fostering professional growth within the WFM department.
Implemented staffing models based on detailed requirements, improving operational efficiency.
Developed and implemented comprehensive training programs, boosting team efficiency by 20% and reducing onboarding time by 15%.
Coordinated cross-functional teams to deliver projects on time, achieving a 95% client satisfaction rate.
Facilitated weekly strategy sessions, enhancing team communication and project alignment, resulting in a 30% increase in productivity.
NOV 2016 - AUG 2021
WFM Sr Analyst, Broadpath Healthcare
Conducted in-depth research and analysis to identify optimization opportunities, presenting findings to leadership.
Developed and refined records management strategies, aligning scheduled needs with business objectives.
Collaborated on the development and implementation of universal reporting features, enhancing data-driven decision-making.
Expertly forecasted and scheduled to maintain optimal occupancy and service levels, meeting interval business needs. Led cross-functional teams to streamline processes, reducing operational inefficiencies by 20%.
Facilitated team workshops to enhance workflow, resulting in a 15% increase in productivity.
Monitored key performance indicators to ensure alignment with business goals, achieving a 10% boost in service levels.
Conducted meticulous audits of workforce data, identifying discrepancies and ensuring compliance with industry standards.
Collaborated on universal reporting features development, boosting data-driven decision-making capabilities.
FEB 2011 - NOV 2016
Floor Leader/Associate Intraday, Convergys
Managed staffing needs across multiple lines of business, ensuring adherence to contractual metrics.
Implemented real-time scheduling adjustments to meet evolving client needs and maintain service levels.
Utilized trend analysis to support program Key Performance Indicator (KPI) goals, enhancing overall performance.
Oversaw Real-Time Adherence, Skilling/Multi-Skilling, and Attendance Management, optimizing workforce deployment. Conducted data-driven analysis to optimize staffing levels, improving efficiency by 15%.
Streamlined scheduling processes, reducing overtime costs by 20% while maintaining service quality.
Coordinated with cross-functional teams to implement effective workforce management strategies.
Monitored real-time adherence and attendance, ensuring compliance with contractual obligations.
Supervised real-time adherence, ensuring operational compliance and improving service consistency by 10%.
Partnered with cross-functional teams to develop and implement workforce management strategies, boosting team efficiency.
EDUCATION
JUN 1987 - JUN 1990
Associate degree, Highline Community College, Des Moines, WA 98198
English Literature/Education
COURSES
APR 2024 - PRESENT
HTML, CSS, JavaScript, GitHub, media queries, version control, Flexbox, responsive typography at Skullcrush
PRESENT
SQL, Python, internet protocols, data visualization and workflow
SKILLS
Excel
ACD reports
forecasting
Avaya/CMS
IEX
Calabrio A
WS
Genesys
data analysis
reporting
team management
supervision
leadership
mentoring
LINKS
HTTPS://www.Linkedin.com/in/dawn-craven-28a56328
Contact this candidate