Workforce Management System

Derrick C. Hauenstein

*** * *** ****** ****, Hidalgo, TX 78557

(c) 512-***-****

email: ********@*******.***

PROFESSIONAL EMPLOYMENT

Workforce (formerly Concentrix and Alorica), Austin, TX

2016-Present

Real Time Analyst

Interface with center management and central operations regarding factors that may impact staffing and service levels

Assist in coordinating center activities with central operations.

Implement effective administrative tracking, analytical and trending procedures to support the unit's goals.

Maintain workforce management system and integrity of workforce data (i.e. agent data, archiving reports, deleting old schedule runs, etc.)

Responsible for producing periodic productivity and other required ad-hoc reports from the workforce management system

Manage call volume trends to ensure a more effective and efficient workload.

Adjust workforce requirements based on changing forecasts.

Schedule transaction-based work and special events for optimal service levels and occupancy (e.g., meeting, training, coaching, email, queue work, projects)

Generate daily, weekly, and monthly statistics on adherence, attendance and ACD/CMS information for management and capacity planning

Airborn Inc., Georgetown, TX

2014 - 2016

Manufacturing Technician

Implemented production/assembly instructions, parts lists, drawings and verbal instructions to assemble a wide assortment of components.

Positioned components (both auto-insertions and manual). Specified all appropriate hand tools and assembly fixtures.

Operated assembly equipment when necessary.

Operated different workstations as production needs require.

Origen Biomedical, Austin, TX

2013-2014

Cleanroom Technician

Qal Tek Associates, Austin, TX

2010 - 2012

Calibration Technician

Flextronics Corporation (Aerotek), Austin, TX

2008 - 2010

Electronics Technician, Level 3 Solderer

EDUCATION/CERTIFICATIONS

GED (Austin Community College, Austin, TX

Certificate in computer repair (A+ certification courses), Austin Community College, Austin, TX

Certificate in Level 3 Soldering, Team Source, Austin, TX

Training classes in electronic component identification and manufacturing techniques

Contact this candidate