Customer Service Sales
Resume:
Dear Perspective Employer,
Thank you for taking the time to review my resume and I look forward to speaking with you in detail about the Workforce Business Analyst position. Although I am currently employed, I recently decided to embark on potential opportunities that could offered growth, challenges, and opportunity to impact experience for the customers and organization. In my over 18 years of experience in the call center, I have vigorously held numerous roles and spearhead special projects that allowed me to expand my expertise across multiple facets of the contact center operations. My experience includes implementing system upgrades and changes, workforce planning, and being Liaison to our Business Partners. I am a well-wound leader and team player with credentials and a trail of positive professional relationships. A few of my recent accomplishments in my current role includes: Launching the Aspect agent adherence module and the deploying mobile WFM access with our sales and service contact centers. I also spearheaded launching of our PTO Bid process through Aspect WFO system. I look forward to hearing from your organization so that we can further discuss my experience in detail, how I can be a great asset through this role, to advance your operation. Regards,
Tanekia
(Resume enclosed)
Tanekia Sampson
18025 N.W 8th Place
Miami Gardens, Fl 33169
**************@*****.***
PROFILE
Committed leader with effective problem-solving skills and a flexible communication style. 18 years of contact center experience includes over 3 years in leadership. Accredited track record in communicating with Business Partners and process improvement in the call center. Work Experience
Carnival Cruise Line January 2002 – Present Doral, FL Tracking & Realtime Operations, Sr. Analyst
● Oversee the Tracking & Realtime Analyst with daily task not limited to ensure that our business partners meet Key Performance Indicators. Liaison between Workforce Planning & Business Partners
● Conduct Monthly Meeting with Leadership Team of the contact centers where I provide WFM updates, as well as gather feedback that assist with answering an average over 8 million calls with a headcount of 636 FTE
● Analyze the Intra-Day Performance Data and communicating action plans to ensure KPIs are met daily
● Conduct Workforce Meet & Greet with the new Hires for Direct Sales & Global Services, training on the Aspect WFO system
● Accountable for the Budget Skill Analysis reports for the Contact Center
● Spearheaded the deploying of annual PTO bids & mobile access platform
● Ensure agents annual benefit entitlements are entered and maintained in the Aspect WFM system
● Responsible for communication Pilot & Holiday closure to the Voice Engineering Team
● Developing and implementing knowledge training for Tracking & Realtime Team Precision Response Corp., December 1999 – July 2001 Miami, FL Customer Service Supervisor (April 2000 – July 2001
● Responsible for providing daily feedback, coaching, disciplinary action; completed annual reviews and communicate all products updates for up to 20 CSRs
● Part of Team that successfully implemented Local Toll for AT&T within our department
● Part of a that successfully implemented Merchant rewards for Marlboro Customers
● Worked closely with the Account Manager & client to ensure quality standard were achieved, monitored the call flow & volume to client satisfaction. Customer Service Specialist (December 1999 – April 2000 EDUCATION
Florida International University – 1999
● BA of Arts, Criminal Justice
Bethune – Cookman College – 1996
Miami Senior High – 1994
● High School Diploma
SKILLS ACQUIRED
Training & Seminar: Contact Center School – Certified Workforce Planning Professional Computer Literate: MS Word, Excel, PowerPoint, Access, Outlook, OneNote Knowledge of resources and reporting systems such as: Aspect, Center Vu, Avaya, Kronos,HRIS Link, and Verint
REFERENCES ARE AVAILABLE UPON REQUEST
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