GUADALUPE REYES

adhhp5@r.postjobfree.com C: 571-***-**** 46732 Summit Terrace Sterling, VA 20164

Summary

Proficient Workforce Analyst adept at collecting, evaluating and modeling data sets to make forward-thinking improvements to workforce plans. Well-organized and knowledgeable with top skills in complex problem-solving and strategic decision-making. Prepared to offer 15 years’ experience and seeking a dynamic new position.

Highlights

Experience with WFM software: IEX, Avaya, CMS, Aspect, TTEC Humanify, Calabrio One

Some experience with WFM software: Genesys, Cisco Unified Intelligence Center, List Campaigns Manager

Some experience with OB dialer thresholds, MRS Tableau

Analyzed Outbound reports to determine best contact strategies

Wrote and tested Standard Operating Procedures for the U.S Census Bureau

Leadership/Supervisor

Determining staffing needs; scheduling staff requirements

Maintaining service levels

Collaborating with internal teams

Problem solving/decision making capabilities

Developed training manual for the Outbound/Inbound Leads Specialist

Mentoring and coaching/quality improvement

Briefed daily deck daily to U.S. Census staff

Data analysis and reporting

Agile work processes

Documentation and Reporting

Strong Analytical skills

Experience

MAXIMUS Federal Washington, DC

Supervisor, Workforce Management

11/2018 – Current

Public Trust Clearance

Workforce Optimization Supervisor for the United States Census Bureau, Census Questionnaire Assistance Program

Established and enforced clear goals to keep all employees on same level and working collaboratively.

Maintained compliance with company policies, objectives and communication goals. Wrote/created/edited Standard Operating Procedures that are being used in the Call Center environment during the 2020 Census which is done in a secure enclave environment with unique reporting and security requirements.

Established and maintained operating schedules to provide effective coverage for key areas and to achieve customer service objectives.

Supervised successful teams by conveying project information consistently, quickly resolving issues and delivering constructive feedback. Trained staff on Outbound software for CUIC dialer

Interviewed, hired new employees.

Conduct performance reviews: Evaluate employee performance and identify training needs and development opportunities.

Created training manual for all employees to use as reference guide/set up training schedules for over 3 thousands CSRs to be certified

Facilitate and deliver training as required under department guidelines

Responsible for the day-to-day direction of workflow and staff/Supervise, plan and evaluate workflow of site staff

Ensure contractual obligations are met by identifying, recommending, and/or developing quality improvement strategies through the evaluation of staff performance standards and project performance measures

Perform tasks to assure project and program service level requirements and adherence goals are met

Assume leadership responsibility for department tasks and activities as required

Attend calibration sessions for the purpose of keeping current on project changes

Maintain department records and manage requirement reporting needs

Act as a central Point of Contact as required

Present PTD and the day before metrics to upper management and GPMO

General Dynamics Information Technology Washington, DC

Lead Specialist, Workforce Management

11/2017 - 11/2018

Public Trust Clearance

Workforce Optimization Lead Specialist for the United States Census Bureau Census Questionnaire Assistance Program

Changed threshold settings for the Outbound campaign using Genesys Dialer

Worked with off-site teams to complete timely tests and facilitate smooth product releases.

Writing/Creating/Testing Standard Operating Procedures that are being be used in the Call Center Center Environment during the 2020 Census which is done in a secure enclave environment with unique reporting and security requirements

Configure WFO software/test to ensure of functionality of systems and processes.

Track candidates both hourly and exempts through the suitability process. Help with the hiring of recruits

Track down Rampdown progress based on suitability for CSRs and other staff

Perform testing processes of WFO procedures in booth development and production environments

Actively monitors shrinkage and shrinkage drivers in real time to determine the need for Overtime or Voluntary time off

Alert management of unexpected events impacting service level and determine the need for instituting emergency plans of action

Testing to ensure functionally of systems and processes

Work with reporting teams to make sure reports pull the correct data

Compile and distribute Intra-day performance reports regularly

Change skills and track any changes made to skills

Create ad-hoc reports

Transfer allowable report data from secure areas to non-secure areas

Researching drivers for previous day’s performance in order to be back up on daily leadership calls

Asurion Sterling, VA

Lead, Workforce Management Analyst

05/2005 - 06/2017

Exceeded specific team goals, partnering with staff to share and implement best practices.

Team Leader

Worked closely with upper management in providing and improving processes

Responsible for maintaining staffing requirements and service level commitments

Monitor and evaluate the minute-by-minute activity of all centers

Ensuring service levels and operating standards are attained

Analyze call volume/AHT/Staffing trends

Request and monitor overtime needs or time off

Keep CSR’s, supervisors, and management informed of any operational exceptions

Point of Contact when Manager(s) were away or out of office

Education and Training

ITT Technical Institute Chantilly, Va

Bachelor of Science in Criminal Justice

06/2012

Accomplishments

Managed small project team to help adherence

Assisted with implementation of training guidelines/procedures

Wrote/created/updated Standard Operating Procedures

Assisted WFM during the transition process to Asurion

Assisted with implementation of training guidelines/procedures

Assisted with the redesign of RTA standard operating procedures

Assisted with preparing the budget

Assisted with management role when management was out

Assisted with reporting/survey's

Activities and Honors

Member of the National Honor Society

GPA: 3.96. Graduated with highest honors.

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