Contact Center Workforce Management
Resume:
Kemron Walker
Arlington, TX *****
***********@*****.***
Work Experience
Workforce Manager
Goldman Sachs
May 2022 to Present
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The WFM team is responsible for long-term forecasting & short-term planning across all business lines, including Credit Cards, Lending, and Deposits
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WFM works closely with Finance partners, business leaders, marketing teams, and external partners to project anticipated account and transaction volumes and calculate detailed staffing needs based on these projections
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The team also continually analyzes actual volumes and arrival patterns and adjusts the forecast as needed based on current business trends
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Analyze business drivers such as contact center data (e.g., customer contact volumes at the yearly, monthly, weekly, daily, and hourly level; AHT (average handle time); channel (e.g., phone call or chat), etc.)
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to determine staffing needs and provide insight into forecast vs actual variance for improved performance and future forecasts
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Data analysis and tracking; assess impact of marketing campaigns and other events such as business and economic drivers to provide qualitative inputs on forecast
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Partner with business leaders and partners to ensure key service level targets are met across functions
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Partner with other internal stakeholders such as training teams and recruiting to balance staffing against requirements
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Create and manage productive hour requirements for external business partners that align with staffing plans and ability to meet KPIs (key performance indicators)
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Partner with business stakeholders to proactively identify Workforce Management related improvement opportunities and drive relevant initiatives
Workforce Management Analyst
Service King Collision Repair-Dallas, TX
September 2021 to Present
• In conjunction with IT, develop a modeling to support staffing decisions.
• Ensures models are accurate, timely, and predictive of future needs.
• Working with operations ensures modeling output is summarized appropriately for each level of leadership such that plans are easily understood
• Conducts periodic reviews of output and creates alignment among operations leadership
• Partners with HR to ensure the full operationalization of capacity/staffing plans including hiring/training timelines to support onboarding and productivity ramp-up ahead of stated need.
• Develops detailed analysis around variances to plan.
• Collaborates with finance to ensure understanding of future projections as well as timing of staffing needs.
• internal consultant for operations on any analytical needs.
• RTA
• Collaborates with GM to provide updated reports and analysis of current and future workflow Escrow Assistant/ WFM
Newrez-Dallas, TX
January 2019 to September 2021
• Managing client files and properties.
• Compiling and processing escrow instruction packages.
• Managing customer queries.
• Acting as a liaison between the customer and parties involved in transactions.
• Preparing reports and spreadsheets regarding sales and property inventory.
• Resolving client requests.
Customer Service Manager
Chase / Bank One-Dallas, TX
January 2017 to May 2019
• Opened and Closed operation weekly
• Made schedule for coworkers and myself on a bi weekly basis
• Stocked and Assembled Station where work was done
• Maintenance for the operation as well (making sure operation is able to work properly and repairing electrical circuits and devices needed to accomplish job)
• High Pace Work Environment
• Microsoft word and Excel used weekly to make reports and analysis
• Uses Math Skills
• Set up Credit accounts in partnership with airlines for Chase Super Agent
Federal Reserve Bank of Dallas-Dallas, TX
January 2015 to September 2017
• Assisted customers with receiving their benefits through Direct Deposit
• High Call Volume
• Worked at Federal Reserve bank Call Center for Us Treasury. Telesales Agent / Team Leader
AT&T-Houston, TX
May 2012 to December 2016
• Handled Incoming Calls about Sales and Promotion of At&T products
• Helped with the growth of the company
• Top Sales multiple times
• Fast Paced Work Environment that addressed and resolved customer product complaints professionally
• Exceeded service and quality standards and products every monthly review period
• Started with Outside Sales and was promoted to Team Manager for TeleSales Education
High school diploma
Lincoln High School - Dallas, TX
May 2011
Skills
• Workforce Management
• Employee Orientation
• Process Improvement
• Operations Management
• Escrow
• Recruiting
• Change Management
• Management
• Inside Sales
• Analytics
• Team Management
• Strategic Planning
• Pivot tables
• Forecasting
• CRM Software
• Performance Management
• Human Resources
• Relationship Management
• Data Warehouse
• Business Intelligence
Certifications and Licenses
Microsoft Office Specialist
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