JAMES J’AI AUGUSTE

321-***-**** addwid@r.postjobfree.com

**** ***** *** ** #**** ATLANTA, GA 30310

OBJECTIVE

To ensure that all BPO projects are in alignment with the goals of the operational organization in creating processes from design, financial, project management, analyzing and strategies while monitoring the process and success in performance improvements from start to finish. Education

Bauder College Bachelor’s in Business Administration & Marketing (Graduated 2013) Atlanta, GA SUMMARY OF QUALIFICATIONS

Fluent in Creole

10-key 8808-97%-Alpha/Numeric 9886-93%-superior outstanding verbal & written communication skills Proficiency in utilizing PC based tools & applications Microsoft (Word, Excel, PPT, Access Outlook) Avaya, SNIP, IEX Total View (3.0 & 4.0) Kronos, Salesforce/Omni, Five9, SharePoint, Calabrio, Ujet, Zendesk, Tableau, Looker, Axonify, Call Center Manager, GACD Telephony Dashboard, Google Meets

Local & Overnight travel 80% of the time

EMPLOYMENT

Vendor Manager, Instacart.com Atlanta, GA

11/19/2018-present

● 40% Leading & developing 2k Ops staff and 18k agents off/nearshore across 56 partner sites

● Create, manage & drive relationships with all partner sites including development, day to day interactions & escalation

● Create best capacity plan to improve and prioritization in optimization staffing requirements

● 20% Manage/evaluate BPO site KPIs and scorecards

● Investigate and maintaining escalated inquiries to ensure exceptional customer experience

● 20% Track, measure and analysing sites metric performances implementing strategies to improve productivity, ACW, AHT, QA CSAT/DSAT, staffing and forecasting allocations

● Drive ongoing continuous improvement initiatives to improve quality and lower cost

● Provide leaders level support for all aspects of IT, training, strategy design, vendor selection WBR, QBR nearshore/offshore

● Hold site accountable for HC, SL, attrition, volume allocation and own daily, monthly & quarterly performance

● Take part in vendor sections and channel launches (based on cost)

● Provide/develop vendor management processes, policies, & procedures

● Foster an environment of collaboration, engagement, and high performance

● 20% Ensure the vendors are following all Instacart processes and procedures

● Partner with process and training dept to perform periodic training quality assessment to ensure training standards are met.

● Coordinate with all stakeholders on new project plans

● Create and drive a Rewards and Recognition program for vendors to improve morale and establish pride with an agent

● Frequent quarterly site visits to evaluate business protocol are being met

● Partnering with internal IT, Product Support, Marketing, and Law dept in the planning, reporting and execution of task

Assoc. WFM Analyst/Vendor Mgr. Liaison, Hulu.com San Antonio, TX 08/14/2017-11/13/2018

● Manage vendor relationships with the goal of driving technology adoption and recognizing everything begins with the viewers.

● Coordinate the on/off-boarding of high-value accounts

● Conduct an information gathering calls for QA

● Overseeing a support staff of 1000 across 4 partner sites

● Assist all BPO WFM departments in developing training materials

● Troubleshoot application problems

● Coach & train team and BPOs to provide an incredible support experience to viewers

● Document all actions and resolution for future references

● Being responsible for vendor-related communication; between internal stakeholders and vendors

● Ensure Sr. management and their teams meet their strategic and tactical objectives in their use of the vendor technologies, promoting of vendor products, roadmaps, and events

● Monitoring and analyzing performance, identify and manage risks and escalate potential issues

● Manage overall vendor performance - acting as an escalation point in the event of non-performance

● Adhere to corporate standards concerning conflicts of interest, due diligence, risk management vendor and management communication, interactions with peers, superiors and with the team

● Contribute activities of the team, such as technology governance, investigations, and innovation Provide vision and guidance to each team using prior work experiences to mentor and develop

● Drive improvements and efficiency into the operation by continuously looking for opportunities to eliminate waste within current contact channels.

● Making sure all teams can think strategically, efficiently scale an organization, and meet the needs of our viewers across multiple channels

● Lead, motivate, & develop all sites and stakeholders with WBRs, CSATs & KPIs

● Mentor, train, hire and develop Team Managers for career progression and learning

● Create and share VX Operational goals, performance standards, and KPI’s with teams to properly align with the company Mission, Vision, and Values

● Contribute to improving operational excellence by developing and sharing best practices across the organization, utilizing metrics, and customer feedback to drive improvements

● Ensure TMs are holding their teams accountable with company policy and procedures

● Participate in interviewing, hiring, and onboarding processes as needed

● Work with the analytics service teams to create solutions for complex customer service issues – proactive thinking to resolve negative trends

● Overseeing SL at several BPOs while implementing changes, creating SOPs and identifying root causes on Code Red issues.

● Develop, analyze and improve operational strategies and procedures – building both short and long-term projects for continuous improvements and efficiency gains

● Preparing reports and analyzing call center data to improve processes, ensuring resources are properly allocated

● Real-time monitoring of volume, staffing and movement of resources to the right channels

(phone, email, chat).

● Use WFM methodologies to manage workload and staffing changes throughout the day

● Run intraday reports to track Viewer Experience Advocate adherence and utilization

● Work closely with site leadership for scheduling ad-hoc offline activities for advocates

● Track and communicate business impact of any system outages at the contact centers

● Work closely with Forecasting Analyst and Operations on overtime and same-day PTO requests

● Assist in publishing daily, weekly, and monthly reports on center performance, shrinkage and other metrics pertinent to understanding capacity needs and staffing coverage

● Partner cross-functionally on proactive messaging on WFM, Telephony, Social and Help center during incidents

Global Telephony Spec & Assoc VM Mgr. Workforce Analyst, Amazon.com Newark, NJ 12/8/2014-08/8/2017

● Perform contact trend analysis to help management anticipate future impacts on our ability to meet SL goals; analyze ACD statistical data and deliver recommendations for improved operational efficiencies.

● Serves as point of contact with vendor sites; developing and maintaining effective relationships.

● Analysis and creation of contact center schedules that optimize our workforce against incoming contact

● Route contact volume across vendor locations utilizing Amazon’s GACD system; coordinate with call center staff to ensure changes in routing and agent groups are reflected in the WFM system.

● Troubleshoot/resolve issues with workforce management software/hardware and telephony configuration.

● Configure call flow, entry points, skills, email queue, profiles, and prompts.

● Coordinate periodic shift bids and develop optimum schedule sets, coordinating with forecasting needs

● Monitor RTA/SL performance against projected staffing and agent availability to help ensure a balance of service level performance; moving resources between channels to meet service level goal objectives.

● Accountable for achieving high-level customer service adherence in HMDs

● Oversee the execution of forecasting methodologies that will maximize forecast accuracy

● Produce ad-hoc and standard reports and WFM-specific analyses to support the launching of new brands, products, services, and sites with very minimal lead-time.

● Evaluate the impacts of potential call drivers such as marketing promotions, product changes, pricing changes, IVR changes, and GLAs/Seats, in order to build and maintain accurate contact and AHT forecasts across all queues Make recommendations on allocation perspective, with the objectives of consistently achieving service performance goals

● Contribute to maintaining a high level of customer support throughout the CS floor

● Identify and implement opportunities to drive continuous improvements within the WFM group, and the WFM function.

● Manage the end-to-end development of new projects across all 10 markets focusing on customer retention/satisfaction, promotion; providing the best customer experience

● Ensure uninterrupted support to 24/7 business partners Lead Global Workforce Management Analyst, ConvergentUSA Dunwoody, GA 09/6/2010-12/7/2014

● Maintain WFM system and integrity of workforce data in TotalView

● Monitoring RTA identifying queues, maintaining service levels and ASA

● Takes the initiative to implement new policies and procedures when needed

● Entering all real-time exceptions codes that deviate from the committed schedule

● Respond to emergencies within the 6 calls centers to coordinate resolution while updating executives

● Supervise 5000+ agents 50+ TLs across 6 sites (ATL, AUG, GUA, MGM, Seattle & San Antonio)

● Maintain weekly best practice calls and ensure everyone had adequate training their roles

● Develop staffing forecasts and work schedules based on anticipated call volumes and SL

● Coordinate all schedules in IEX based on work and special events for optimal SL and occupancy

● Implement effective administrative tracking, analytical and trending procedures to achieve goals

● Service as POC to WFM Manager in his absence for all BOP

● Manage intra-day staffing levels and to determine the most effective methods for staffing adjustments from forecasting trends, staff productivity, attrition rates, and resource allocation at all sites

Contact this candidate