Center Representative Contact
Resume:
Nancy Myers
Systems Experience Analyst with background in Call Center/Labor Relations Specialist
Avondale, AZ 85323
***********@*****.***
I have 7 years of experience as a Systems Experience Analyst that would enable me to assist Business partners in enhancing and developing their work environment processes. Additionally, I have long-term Customer Service experience, Labor Relations experience and Resource Analyst experience. My strong communication and presentation skills are two of my best assets. I have 9 years with T-Mobile, working with the Customer Experience Department in bringing to life the “Team of Experts Concept” as well as helping them merge with Sprint. I bring 16 years of experience at PSE in the Labor Relations department as well as the Customer Service department where I worked for 12 years as a Customer Service Representative and a Resource Coordinator providing excellent customer service to over 800,000 customers. SKILLS:
• Research and analysis skills.
• Exceptional communication, organizational and interpersonal skills.
• Ability to handle and coordinate multiple projects at once.
• Documentation and articulation skills.
• Innovative and creative outlook.
• Good command over spoken and written communication
• Extensive experience in team building and negotiation. Able to motivate and move a group toward a consensus.
Work Experience
Systems Experience Analyst
T-Mobile - Bellevue, WA
October 2013 to Present
My role is responsible for researching, conceptualizing, designing and making applications more usable and user friendly. Using my outward personality, out of the box thinking and understanding of the human psyche, my role is to analyze existing systems and understand new needs of the business/audience. Conduct research on usability and customer experience. Clarify requirements and segregate them into functional and non-functional categories. Present solutions, ideas and recommendations that serves the requirements. Document the discussions, concepts and the finalized scope. Create designs that align with the user needs. Prepare mockups and interaction diagrams. Oversee and contribute to the development of the changes. Continuously research and strive to understand audience needs better and improve the existing systems. Resource Analyst
T-Mobile - Bellevue, WA
June 2011 to October 2013
Assess and recommend business based on direction derived from manual or system driven call statistics, call abatement strategies, and call-resolution improvements.· Analyze and report call volumes, patters, and trends for the B2B work groups. Determine long-term headcount & staffing requirements. Work closely with Senior management to define new analysis/reporting initiatives. Provide clear concise statistical reporting of workforce management results. Confidently makes presentations to small and mid-sized audiences. Provide ad hoc analyses, formulate conclusions, and present conclusions to management. Review volume/CRT forecasts prepared by Forecast Analysts to determine reason ability and relevance of Demand Requirements, shrinkage, CSR non-productive work requirements. Develop and maintain complex spreadsheet models. Work on cross-functional teams to support various projects. Take an aggressive approach to data analysis, and reporting. Committed to providing, world-class service to our partners and customers. Proven ability to prioritize competing needs of multiple, rapidly evolving initiatives. Ability to work in a highly collaborative team environment. Demonstrated leadership ability. Excellent verbal and written communication skills. Able to work independently with limited supervision. Stay abreast of changes in Workforce Management and Resource Planning throughout the industry, recommending changes to management when warranted.
Contact Representative
Department of the Treasury
November 2009 to June 2011
My position covers work in the Compliance operations to resolve issues and obtain information about tax administration. I carry out a full range of administrative and technical assistance to individuals and/or businesses primarily through telephone and/or face-to-face contact. This involves a diversity of issues/problems that cannot be answered or resolved routinely. Contacts involve a wide range of tax processing regulatory requirements and procedures as administered by the Internal Revenue Service. I conduct personal or telephone interviews with a wide range of individuals who have varying degrees of understanding, or with third party representatives, e.g., CPAs, practitioners, attorneys, who possess a professional understanding. I provide full explanations to specific inquiries initiated by the individual, generated by notices, or internally generated assignments. Labor Relations Administrator
Puget Sound Energy - Bellevue, WA
2003 to 2005
Responded in writing to grievances presented to the Labor Relations department from the IBEW Union. I conducted fact finding interviews with supervisors in response to grievances. I worked throughout the company in all different types of grievances. We brought on a new work group and needed to integrate their current union into PSE's union. Worked to find comparable hourly wages when a small work group that had not been unionized before, voted to join IBEW. I also worked within the PSE HR group to start to develop the business plan for business partners. As a business partner I helped supervisors and directors write performance appraisals, set written expectations and deliver disciplinary action. I also helped departments throughout the company develop growth plans for their employee groups that included additional training, team building retreats and recognition for outstanding performance. Resource Coordinator
Puget Sound Energy - Bellevue, WA
2000 to 2003
I scheduled all phone representatives at the Bothell Call Center for shifts and vacations. I was able to maintain our required 75% of calls answered with 30 seconds as well as work within the contract restrictions of the IBEW Local 77 union to insure minimal grievances. I worked with a tool called "Blue Pumpkin" to forecast call volumes throughout the day. I filled in for Supervisors as needed and took supervisor calls from representatives on a daily basis. I monitored the Aspect System and peripherals to ensure that the systems were functioning and that telephone calls were answered by appropriately skilled agents. Monitored and tracked employee time usage. I notified Team managers when alerts occurred on employees in their teams. I provided reports of daily time usage and ran special reports to support manger observations of employee's time utilization. I monitored incoming call traffic, staffing levels and agent status to ensure proper staffing levels. I projected and analyzed staffing to determine if telephone staffing requirements could be met. I was responsible for troubleshooting and reported system problems to IT. I prepared reports requiring research and analysis of performance indicators such as Services Provided, Handle Time, Average Handle Time (AHT), and Transfer Data. I recommended solutions in response to performance deficits. I performed special studies as assigned and prepares oral and/or written briefings to managers on findings. I consolidated information needed to respond to the WUTC. Coordinated with local management to schedule telephone staffing and make adjustments as necessary. I coordinated with local management to respond to variations in traffic patterns. I scheduled meetings, breaks and lunches. I scheduled group assignments and notified team managers of their team's schedules for telephones and meetings/training. I coordinated overtime schedules. I monitored adherence to schedule by application. I kept the staffing data base current. I tracked exception, scheduled employee absences such as leave, training, weekly meetings, etc. Customer Call Center Representative
Puget Sound Energy - Bellevue, WA
1989 to 2000
I always provided excellent customer service to all customers of PSE. Those calls included start/stop service, bill inquiries, shut off for non-payment, power outages and work orders as well as any and all questions customers may have regarding their gas or electrical service. As a representative I was expected to deal with unhappy customers in a courteous and professional manner, looking to find solutions that were win-win for the company and the customer. Education
Bachelor's in Business
Central Washington University - Ellensburg, WA
Bachelor's in Leadership Development
Meadowdale High School - Lynnwood, WA
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