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Manager Support

Location:
Roseville, CA
Posted:
April 16, 2020

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Resume:

Randy Ellis

**** ******** **. *********, ** 916-***-****

adct3m@r.postjobfree.com

Summary

Experience

Hunter Douglas, Sacramento, CA

Workforce Management Manager/Admin - 1/2018 to Present

The trusted advisor to Support and Operational Leadership. Provide key services including but not limited to Capacity Planning, Budgeting, Forecasting, Scheduling, Performance Management, and associated Report writing analysis and delivery of the same.

Design, implement, and actively manage the performance management strategy for all operational support teams with the goal of improving the customer experience, increasing employee productivity, and providing improved transparency of key operational metrics against goals.

Ensuring that all KPI’s Call Center Metrics – Service Level, Occupancy, ASA, and other production measurements are met on a consistent basis and if/when deviations exist proactively recommends plans to leadership to resolve timely.

Analyze contact center trends including call volumes, call patterns, and staff productivity to forecast intraday call arrival patterns and scheduling plans to meet business goals and objectives of the business and client base.

Google (Nest Labs), Palo Alto, CA

WFM-NOC Network Operations Center Director - 5/2016 to 12/2017

Drive requirements discovery efforts with internal and external customers to identify and analyze business needs, process, data, and integration requirements for the call recording product using a variety of tools and methods, such as JAD, current state analysis, benchmarking, stakeholder interviews, end-user surveys and workstation observations.

Definition of product strategy, vision and roadmap with support from entire product team

Support definition and implementation of best practices for utilization of call recording product as a performance management tool

Act as subject matter expert regarding call recording industry features, capabilities and opportunities

Partner with stakeholders across the organization to identify and implement best in class usage of the Verint tools to deliver business results

Identify, communicate and implement opportunities for usability and functional enhancements of existing product capabilities

Partner with vendor and internal IT teams to define implementation of solution. Working in a hands- on manner, successfully support large and complex projects.

Manage stakeholder’s approval of functional deliverables.

Review and provide iterative input to technical approach and technical design documentation. Your Name

Street Address, City, ST ZIP Code Telephone

Email Website

2

Blue Shield of Ca, Eldorado Hills, CA

Product Analyst Senior - 5/2016 to Present

Drive requirements discovery efforts with internal and external customers to identify and analyze business needs, process, data, and integration requirements for the call recording product using a variety of tools and methods, such as JAD, current state analysis, benchmarking, stakeholder interviews, end-user surveys and workstation observations.

Definition of product strategy, vision and roadmap with support from entire product team

Support definition and implementation of best practices for utilization of call recording product as a performance management tool

Act as subject matter expert regarding call recording industry features, capabilities and opportunities

Partner with stakeholders across the organization to identify and implement best in class usage of the Verint tools to deliver business results

Identify, communicate and implement opportunities for usability and functional enhancements of existing product capabilities

Partner with vendor and internal IT teams to define implementation of solution. Working in a hands- on manner, successfully support large and complex projects.

Manage stakeholder’s approval of functional deliverables.

Review and provide iterative input to technical approach and technical design documentation. Delta Dental of Ca, Rancho Cordova, Ca

Dir Workforce Management/Contact Center Technology - IT - 4/2015 – 1/2016

Leading a team that acts as a trusted advisor to contact center and operations leaders providing key services including capacity planning, forecasting, scheduling, reporting, and performance management.

Designed, implemented, and actively manages the performance management strategy for all operations teams with the goal of improving the customer experience, increasing employee productivity, and providing improved transparency of key operational metrics against goals.

Ensured that all key call center metrics - service level, occupancy, ASA, and other production measurements are met on a consistent basis and when deviations exist proactively recommends plans to leadership to resolve timely.

Analyzed contact center trends including call volumes, call patterns, and staff productivity to forecast intraday call arrival patterns and scheduling plans to meet business goals and objectives of the business and client base.

Direct Management over Quality Management/Monitoring program utilizing Aspect eWFM suite, Qfinity, and Avaya Aura infrastructure.

Your Name

Street Address, City, ST ZIP Code Telephone

Email Website

3

Pearson, Rancho Cordova, Ca

Dir. Mgt Systems Product Support IT - 10/2010 to 4/2015

Leadership responsibility for 8 Global Customer Support Centers

Leadership of 10 MGT. staff w/150 indirect reports.

Business Product MGT Owner for all Contact Center Software, including but not limited to Verint

(Workforce Optimization, Quality Management, Call Recording, Workforce Management, Performance Management, and Desktop and Speech Analytics) Salesforce, Jira, and our proprietary Knowledgebase.

Strategic Account Management of all Business Partners Accounts.

Project Management on key initiatives – leveraging Six Sigma methodology to significantly increased efficiencies with processes resulting in reduction in cost and an increase in Customer Satisfaction. L3 Communications, Petaluma, CA

Instructional Design Programmer/Developer - 3/2008 to 10/2010

Developed instructional strategies that meet the needs of adult learners in a CBT/WBT/Leader-Led environment and assessment schema that measure the student's mastery of course material and evaluate the student's ability to perform job-related tasks.

Analyzed Government Furnished Information (GFI) and input from SMEs to develop and modify instructional materials for a branch of the U.S. military Designed and developed Web-based training materials using a full suite of Adobe products as well as additional industry standard tools for use on the corporate/government Learning Management System (LMS)

Project Management on multiple simultaneous projects Apple Inc., Elk Grove, CA

Enterprise Business Manager - 8/2002 to 3/2008

Leadership responsibility for 4 Global Customer Support Centers

Leadership of 40 Engineering Staff.

Designed and implemented a Data Center providing support for multiple globally.

Managed functional and integrated testing process. Education

Bachelors of Science, Central Texas College, Killeen, TX, Majors– Computer Science, Business Administration

Computer Skills

Microsoft Office, Microsoft Visio, Microsoft Project, Microsoft Visual Basic Operating Systems: Windows 3.0 to Current 10, Windows Server NT - 2012, UNIX, Mac OS 6x through Current OS X

Your Name

Street Address, City, ST ZIP Code Telephone

Email Website

4

Other Related Skills

Administrative Expertise:

Verint (Workforce Optimization, Quality Management, Call Recording, Workforce Management, Performance Management, Desktop/Process Analytics, eLearning integration, Coaching, Speech and Text Analytics). Aspect eWFM Suite, Interactive Intelligence, and Qfinity Avaya, Aura Enterprise, Contact Center Elite, Global Phone Systems, CCM, BOXI, SAP, Crystal Report writing. Project Management, Agile, Black/White Box, SDLC

Database Administration, ETL, SQL, Data Analysis, and Data Modeling Full Adobe Suite CS3-6, Illustrator, Captivate, Lectora LMS, and HTML References



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