Support Manager
Resume:
Randy Ellis
Roseville, CA
********@*******.***
Results-oriented Leader with a strong work ethic and demonstrated success in transforming support centers through process improvement and quality initiatives, resulting in, increased profitability and competitive advantage in a global market. Strengths include organization, people management, motivating and inspiring staff.
• Facilitated 5-year growth from 5m to 15m student licenses through realignment of company culture from product to solutions provider, with quality and process improvement as key drivers.
• Aligned support strategies and initiatives with despaired business and financial goals to achieve over
$5M in annual cost savings.
• Project MGR. implementing a global call tracking/management system.
• Standardized support processes improving global quick issue resolution protecting $100+ million revenue stream.
• Lead Customer Focus Groups to understand quality and support issues, and enhanced professional service offerings.
• Implemented Key Customer focused support metrics continuous improvement with customer satisfaction resulting the increase of CSAT from 35% to 80% in first year.
#readytowork
Authorized to work in the US for any employer
Work Experience
Workforce Management Manager/Admin
Hunter Douglas - Sacramento, CA
January 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.
Product Analyst Senior
Blue Shield of Ca
May 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. WFM-NOC Network Operations Center Director
Google (Nest Labs) - Palo Alto, CA
May 2016 to December 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. Dir Workforce Management/Contact Center Technology - IT Delta Dental of Ca - Rancho Cordova, CA
April 2015 to January 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.
Pearson, Rancho Cordova, Ca
Dir
Mgt Systems Product Support IT
October 2010 to April 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. Instructional Design Programmer/Developer
L3 Communications - Petaluma, CA
March 2008 to October 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 Enterprise Business Manager
Apple Inc - Elk Grove, CA
August 2002 to March 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 in Computer Science, Business Administration Central Texas College - Killeen, TX
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 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
• HTML
• Business Analysis
• MySQL
• XML
• JavaScript
• User Interface (UI)
• Microsoft SQL Server
• Jira
• Oracle
• APIs
• Tableau
• Business Requirements
• Requirements Gathering
• Scrum
• Waterfall
• Test Cases
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