Customer Service
Resume:
Danielle Lewis
Roseville, MI *****
*********@*****.***
Authorized to work in the US for any employer
Work Experience
Work Force Management Analyst
Teleperformance - Warren, MI
April 2020 to Present
Duties:
• Responsible for analyzing and evaluating the general call center workforce environment metrics.
• Responsible for tracking daily employee's service levels, real-time intraday management for employee's schedules, adherences and customer service compliances.
• Responsible for the utilization of Microsoft Excel in reference to auditing workflow.
• Responsible for the development of employee and leadership scheduling system.
• Coordinate with Site Managers, Operation Managers and Department Supervisor's to effectively review forecasting and projections for daily staffing decisions.
• Engage in daily site meetings for analyzing, problem solving day-to-day site concerns, implementing organizational skills and maintaining operational efficiency. Executive Liaison / Seal to CEO, Mary T. Barra
Teleperformance - Warren, MI
March 2017 to April 2020
Duties:
• Must engage in consumer interactions directed to Mary T. Barra as it relates to vehicle concerns, charity, economic relations and the preservation of climate change with the utilization of electric vehicles.
• Coordinate with Customer Experience Managers, District Managers, Customer Experience Activities Managers, Regional Managers, Brand Quality Managers, Field Service Engineers and GM Executives
• Engaged in speaking with arbitration lawyers and GM legal counsel as it relates to lemon law and state presumption.
• Responsible for creating repurchase claims as a result of manufactures defect.
• Interact with newscasters, reporters and social media in regards to changes within General Motors.
• Managing employees case load at initiation and completion.
• Manage daily reports, statistics and analytics of employee's case work.
• Coordinate with team leaders, team managers and business process leads in reference to the influx of cases.
• Responsible for the utilization of Microsoft Excel in reference to auditing workflow.
• Responsible for the development of employee and leadership scheduling system. Senior Adviser Supervisor
Aerotek - Warren, MI
January 2016 to March 2017
Duties:
• Responsible for deescalating case escalations from GM upper management.
• Responsible for case management.
• Acting Co captain/lead for the Senior Adviser's team.
• Responsible for implementing the department's key performance indicators and measuring them weekly.
Education
Master's degree in Business
Colorado Technical University
2015
Bachelor's degree in Marketing
Master's degree in Operations and Supply Chain Management Skills
• Analytics
• Forecasting
• Process Improvement
• Sales Management
• CRM Software
• Data Analysis
• Computer Networking
• Product Development
• Project management
• Continuous improvement
• Software deployment
• Project leadership
• Research
• Journalism
• Salesforce
• SAP
• Analysis skills
• Field Service
• Statistics
• Branding
• Auditing
• Supply Chain
• Account Management
• Business Analysis
• Financial Analysis
• SharePoint
• Team management
• Sales administration
• Profit & loss
• Project implementation
• Budgeting
• Strategic planning
• Human resources
• Change Management
• Warehouse experience
• Logistics
• Microsoft Excel
• Microsoft Office
• Training & development
• Microsoft Access
• Business requirements
• GM vehicles
• Business process modeling
• Production planning
• Clinical documentation improvement
• Customer support
• Customer service
• Communication skills
• Supply chain management
• Demand planning
• Driving
• Delivery driver experience
• DME
• English
• Filing
• Data analytics
• Product management
• User Acceptance Testing
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