Workforce Manager

PAUL M. GUSTIN

**** ** **** **. *** Moines, IA. *0321 • 720-***-**** • ***********@*****.***

SUMMARY OF QUALIFICATIONS

Accomplished Leader with 15+ years of workforce management and supervisory experience in residential/business class customer service, collections, technical and help desk support.

Extensive knowledge and experience with the Continuous Improvement Management System (CIMS).

Self-starter, persistent in achieving goals, and great motivator for employees to achieve and maintain a high level of productivity and customer support.

Proficient with management/workforce software tools such as, ADP Payroll Services, Genesys Interactive Intelligence, Avaya Call Management System, IEX TotalView Workforce Management, NICE Perform Suite, and Aspect Real Time Adherence Tools. Knowledge of reporting tools such as AWS, EBP, SharePoint.

Proficient with helpdesk software tools such as: Siebel and CSG Billing Systems, iGLASS Diagnostic Tools, UDI Diagnostic Tools, Remedy Ticketing System, Microsoft Office Suite, Cisco Systems VPN Client / SecureID, and other proprietary ticketing and reporting programs.

PROFESSIONAL EXPERIENCE

Businessolver Des Moines, IA

Manager, Workforce Management Mar 2017-June 2020

Lead workforce team across three sites and over 140 agents. Adjusting staffing needs for forecasted volumes across four types of contact mediums: Email, Chat, Inbound and Outbound Phones. System designer of IVR routing and management. Work directly with C suite to handle strategic planning for staffing and retention models. Handled all conversations with prospective clients regarding workforce capabilities and SLAs. Assist with Quality control management and product enhancement requests.

DIRECTV/ATT Englewood, CO

Manager, Global Network Operations Feb 2016-March 2017

Responsible for adjusting flow of call volume between internal and partner sites to ensure service standards and customer satisfaction levels were consistently met within a targeted speed of answer/ answer rate threshold. Worked with vendor site leadership to ensure staffing was met to handle forecasted volume, and executed intraday and skill plans to minimize variances. My team was also responsible for interfacing with the IT and Network Operations team for incident and outage management functions.

Project Analyst, Workforce Management May 2013-Feb 2016

Responsible for staffing commitments across 4 call types, and coverage of multiple call centers. My team was the first point of contact for network/Channel outages, as part of the Denver Command Center/Operations Center we took the lead on detecting and reporting issues while finding solutions to mitigate impact for our 19+ million customers. Built and maintained schedules/shifts/forecasts, and managed inbound volume. I Project managed the Continuous Improvement Management System (CIMS) rollout, and assisted in the continued rollout site wide. I was responsible for capacity planning our staffing of 350+ agents in our customer service department.

Supervisor, Credit & Collections/Risk Management Nov 2011-May 2013

Project managed building of new 1st party collections department from ground up. Recruited and acquired top talent to staff our pilot in-house collections group. The Group was responsible for testing campaigns to reduce involuntary churn for DIRECTV. I managed a department of 30 agents which through various retention strategies made financial decisions to protect/collect revenues. Evaluated profitable/bad debt accounts to balance the ROI and customer experience to further push DIRECTV ahead in the market space. Other duties included managing staffing for department using IEX total view, building and maintaining reporting for analysis and agent scorecards. Travel included our office in El Segundo CA.

Supervisor, Technical Support May 2010-Nov 2011

Managed teams with 15+ agents supporting Directv / AT&T partnered customers. Provided real time coaching and development in a diverse team environment, while also keeping the teams aligned with call center metrics and service level agreements. Promoted and assisted agents with their growth and development using the Coaching For Results model and daily feedback. Handled special projects and filled in for management when needed to ensure fluid leadership for the floor. I provided an excellent model of conduct and reliability for team members by maintaining an exemplary attendance record and high level of work ethic.

Time Warner Cable, National Division Centennial, CO

Supervisor, Technical Support Operations Nov 2008 – May 2010

Managed teams of 15-20 technical support agents, and provided leadership for an upwards of 90+ agents staffed at any given time in a 24/7 call center environment handling business class and residential customer calls. Gathered, prepared, and statistically analyzed help desk information to effectively supervise teams on a daily basis. Recruited and interviewed potential employees; planned, assigned, and directed work; appraised performance; rewarded and disciplined employees; addressed and resolved problems. Attended or facilitated weekly Operation Science meetings, interfacing with Tech Ops Managers across 16 markets and 4 time zones for various projects designed to streamline processes, eliminate chronic problems, and reduce costs for our division.

Lead Tech, Technical Support Operations Mar 2007 – Nov 2008

I provided floor support for 90+ technical support agents. Handled escalated calls and advanced customer issues, and assisted supervisor with team management and team building exercises. Provided feedback to agents via side-by-side call monitoring to help build and improve their knowledge base. Demonstrate end-to-end ownership of all issues presented.

Tier 1 Agent, Technical Support Operations July 2006 – Mar 2007

I provided frontline technical assistance to business and residential customers. We supported video, internet, and digital phone lines of business. I monitored the network using various diagnostic tools for system problems and outages. Provided technical support to installers and field technicians when appropriate and as needed. Scheduled service calls when further support was required. Maintained call center performance metrics.

T-Mobile, USA Thornton, CO

Financial Care Analyst May 2003 – Aug 2005

Collected payments on past due accounts and negotiated payment arrangements. Evaluated and modified accounts based on the customer's request, balanced the customer's needs against T-Mobile's Credit and Fraud policies and risk procedures. This position was in a call center environment and handled 80-100 calls per day

EchoStar / Dish Network Thornton, CO

Customer Service / Technical Support Agent 2001 - 2003

Universal call center agent for Satellite TV service. Collected payments on past due accounts and provided sales/upgrade solutions. Provided technical support for customers nationwide. Handled 50-80 calls per day in a 24/7 call center.

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