Call Center Customer Service

Curtis George

*** - ***-****

********@*****.***

Summary:

• Accomplished and results oriented management professional with a successful track record in the areas of System issues, strategy planning and process report analysis. Maintains a high level of focus on achieving objectives; executes change and improvement initiatives that drive increased productivity, efficiency, and an improved customer experience.

Skills:

• Proactive

• Team Management

• Forecasting

• Training & Development

• System Operations Support

• Team Player

• Self-Directed

• Reporting & Data Analysis

• Resourceful

Professional Experience

SGS Technologies Feb-22- Sept-22

Workforce Analyst

• Coordinates, collects and manages all necessary information and approvals required to create or modify an employee record.

• Specific or target data extraction from Oracle HRMS through core and business intelligence queries and reports.

• Assists in preparing monthly leadership workforce metrics including; terminations, hires, headcount, turnover rate, etc.

• Serves as a HR user representative working with the HR Business Analyst and Technology Services personnel on all system changes and enhancements that will impact employee records and reports.

• Specific or target data extraction from Oracle HRMS through core and business intelligence queries and reports.

• Assists in maintaining connection between organizational position assignments and the supporting financial budget, provides updates to the Financial Budget Services areas as required.

Minted LLC Sep-21- Jan-22

Workforce Analyst

• Workforce planning and variable labor modeling, partnering with departmental Directors and VP to inform both long term labor decisions as well as day to day forecasting.

• Create accurate, timely management level reporting and analytic, leveraging our BI tools and other platforms to inform analysis.

• Assist with the scheduling of discretionary activities, such as vacations, training's, and meetings

• Optimize the use of real-time monitoring tools and workforce management techniques to improve resource efficiency and effectiveness.

• Analyze current day’s queue performance, compare with staffing plan and previous day's

• historical to develop a course of action to ensure service level goals are met

• Create and deliver real-time intraday reports that include absenteeism, queue volume, and trends

• Participate in weekly staffing review meetings with management detailing previous and current week’s performance and foretasted performance of the remainder of the current week and next week, while also identifying risks.

• Create overtime recommendations based on short-term staffing gaps.

• Adjustments to medium forecasting and growth models and a hiring plan updated bi-weekly to continue to hire/term/adjust as needed for current and long-term needs.

• Effectively communicate information and analysis measuring workforce operations performance to identify key improvements to the WFM operating environment.

• Assist with live troubleshooting in accordance with defined service level agreements.

Chime Solutions Sept-20- Apr-21

Workforce Analyst

• Monitored incoming call volume utilizing mechanized force scheduling system, made necessary adjustments, records open/closed key time and relays available closed key time according to established guidelines or as directed in some assignments.

• Oversees daily management of Contact Center queues, analysis of real time workload requirements, and call routing to achieve service levels.

• Responsible for all Data analysis reports for the center and distribute on an hourly, daily and monthly basis for reporting through Total view and SAP Business Objects Info viewer.

• Leads as liaison to generate long term center goals for adherence, AHT and attendance.

• Responsible for Forecasting, Identifying Trends and making staffing adjustments based upon call volume, headcount and shrinkage by implementing mandatory overtime or sending agents home early for the day.

Comcast Universal NOV-17 – Mar-2019

Workforce Analyst III

• Responsible for developing and managing reports that impact the customer's experience and improved business results. Utilizes forecasts to measure accuracy by interval, daily, monthly measures, and headcount per Verint.

• Assists managers in the identification, prioritization, planning development, coordination, support, and execution of high impact (Immediate and long-term) improvement plans for effective and sustainable cost savings.

• Researches and analyzes diversified data to draw valid conclusions. Evaluates and implements new methods and techniques for operational improvement.

• Leads projects that will enable their division to continually improve processes by identifying, sharing, implementing the best practices within and across sites. Act as team leader of various projects and participates on teams implementing new improvement processes.

• Analyzes data using web tools and other Company software and prepares recommendations and reports to drive high-impact process improvement efforts.

• Execution of multiple Verint functions, pulling identifying routing queue as well as verifying that all calls from customers are directed and routed to the correct queue for complete customer service.

Home Depot IT Nov-16 – Mar-2017

Workforce Analyst Management

• Oversees daily management of Contact Center queues, analysis of real time workload requirements, and call routing to achieve service levels.

• Created and generated reports to analyze trends and distributed data reports to ensure the call center is meeting key productivity measures.

• Generating Schedules for over 500 agents and Scheduling center wide Training Classes Coordination of weekly Team Meetings for over 15 supervisor groups while ensuring all Service Level goals are achieved.

• Responsible for Forecasting, Identifying Trends and making staffing adjustments based upon call volume, headcount and shrinkage by implementing mandatory overtime or sending agents home early for the day.

• Works closely with the Senior Analyst to compare trends and determine staffing needs, adjustments and provide hiring and staffing suggestions to the leadership and training teams as well as communicate potential areas of improvement to supervisors so they can target and specialize their one-on-one coaching with agents.

• Work with projects in Cisco Systems connecting routers to appropriate PCS.

• Responsible for pulling all data reports, updating schedules real time per Verint blue pumpkin.

• Projects for witness implementing installations and marrying host names from applications to Pc, s of Agents to verify accurate recordings for management surveillance. As well as implementing different scenario an analysis per Witness version13 application.

Bell south/AT&T Feb-03 – Apr-2016

Workforce Analyst

• Leads as liaison to generate long term center goals for adherence, AHT and attendance and payroll.

• I was responsible for setting up new employees, maintaining database and updating agents' schedules into Verint vers.15 System at AT&T for over 500 employees.

• Monitored Commander (real time display) for hourly real time statistics and communicates to management trends in high call work/meeting time shown in the system. Paged managers to advice of agents who may need assistance based on these statistics.

• Responsible for all projects for installing witness applications for managers and agents

• Acted as first point of contact for agents and managers for all system issues and team lead at times for workforce team.

• Served as a liaison for all installations and system pushes, updates for all new hires and return to work employees for set up of all company software applications and Databases.

• Responsible for all Data analysis reports for the center and distribute on an hourly, daily and monthly basis for reporting through Total view and SAP Business Objects Info viewer.

• Monitored incoming call volume utilizing mechanized force scheduling system, made necessary adjustments, records open/closed key time and relays available closed key time according to established guidelines or as directed in some assignments.

• Created and generated reports to analyze trends and distributed data reports to ensure the call center is meeting key productivity measures.

• Worked with other employees (both represented and contractors) and managers in performing root cause analysis on issues related to increased call volumes. Using established guidelines provides immediate feedback, such as, how to read service level reports, ACD reports, Banner boards, Commander, etc., to on-line representatives and frontline managers when service levels are in jeopardy.

Selected Contributions:

• Served as a Systems Administrator for Verint/ Witness, Nice, Millennium, Impact 360, CPE ENALBER, CCTOOL SOEG, BOCRIS, TAM ISSO, ISTORE, BVA, CCTP DESK TOP, SYTEM X, CDEC/ AVAYA Systems

• Lead the department in troubleshooting/resolution for all applications, database systems and Data analysis reporting for the past 4 years.

• Collaborates with leadership on key productivity measurements in an effort to implement new strategies at improving existing processes.

Ford Motor Company 2000 – 2003

Line Operating Specialist/Order Tech Clerk

• Attained 90% rate successful production and assembly of all vehicles with various methods operation of follow up.

• Demonstrated ability to exercise independent judgment on all flawed parts and troubleshooting errors or malfunctions with operating systems or line.

• Awards and recognition for high quality fabrication and assembly with low.

• Responsible for Scanning parts into company database for Inventory.

• Retrieval of parts by bar scan from database for shipping.

Micro Coating Technology 1998 – 2000

Front Office Inventory

• Coordinator for all company purchases for front office and lab testing equipment.

• Inventory for front office purchases made by the company.

• Responsible for Analyzing cost from merchants to save for bottom line budget.

• Awarded for reaching budget line goals and reducing cost.

Education

• MCCU- IT. A+ Certified.

• Alabama A&M University Major: Computer Science Minor: Business Administration

• McNair Senior High School, Atlanta GA High School Diploma

Systems of Proficiency

• Microsoft Office, Excel and Windows, Total View, TVI, FEEDER and ELINK, Enterprise Administrator, Business Objects, WFA NICE Management, SharePoint System Builder/IEX Systems/Enterprise Administrator, Call Commander, Total view, SAP Business Object Viewer, Impact 360, UPSTART, Blue Pumpkin V. 11, AVAYA CMS, Haystack, Real Dash, EWFM, Verint V. 15. NICE InContact, Paylocity, CISCO, MONET, Oracle, Business Intelligence, Beelin,

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