Call Center System Administrator

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Annette Rouse 215-***-****

**** ***** **** ******.**@gmail com

Philadelphia PA 19114

Annette Rouse

Objective To secure a position in a growing company, this allows me to contribute my

skills and knowledge with opportunities for professional development.

Experience 2010-2023 Philadelphia Gas Work Phila. PA

System Administrator

© Assist in successful forecasting and scheduling of Call Center

Representatives

Assist in the development and monitoring of Call Center employees to

ensure optimal productivity and quality customer satisfaction.

© Generate daily CMS reports; compare actual results for forecasts on a daily,

intra day, weekly monthly and annual basis.

© Ensure schedule adherence in the Call center; generate and deliver

adherence/compliance reports for the management team.

© Actas a part of the Supervisory team, reinforcing Call Center protocol to

Customer service Representatives.

© Perform other related duties, special projects and duties as assigned.

2006-2008 Comcast Cable Inc.

Voorhees NJ Workforce Management Representative

® Monitor real-time call volume of the inbound call traffic from multiple

queues

© Distribute calls based on staff availability.

© Process time-off request for Call Center staff.

© Generate reports on a daily basis for management team.

1996-2006 Independence Blue Cross Phila., PA

Provider Resource Planning Analyst

Assist in the development, analysis and maintenance of requires reports

Monitor incoming call volume for using ACD System

Generate reports for management

Assist in technology and equipment training

Ensure that all associates in the department have access to the appropriate

technology, telephones and other equipment

Interacts with the IS department and ensure the technology initiatives are

implemented and coordinated effectively.

Coordinate with the Telephone Technology staff to ensure that Call Center

representative's conversations are being recorded for QA

© Utilize Total Quality Management process and techniques to assist in the

achieving the goal of “zero defects”.

© Coordinate department schedules for Call Center staff to meet business needs

© Update electronic display boards

1994-1996 TAD Staffing Services Phila., PA

Staffing Recruiter

© Interview applicants for temporary staffing assignments.

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