*

Bree Summers Hudson, FL *****

727-***-****

adxip7@r.postjobfree.com

http://www.linkedin.com/in/breesummers

Qualifications

• More than eight years’ experience in managing analytical processes

• More than sixteen years' experience in workforce management

• More than nine years’ in Corporate Finance

• More than ten years’ customer service

• Forward-thinking and results-driven professional with exceptional organizational and interpersonal skills

• Highly capable of researching and analyzing trends that increase overall organizational performance

• Excellent at developing short-term and long-term company strategies

• Ability to identify key objectives based on business best practices

• Proficient in Windows and Microsoft Suite programs including Excel and Word (pivot tables/macros)

• Knowledgeable in programs such as IEX, Aspect, Verint, Avaya, CMS, RTA, SQL, Teredata, Tableau, Smartsheets, Teams, Jira, ACD, IVRs Sharepoint and Google Suite

• Experience with Excel (pivot tables, graphs, charts, data analytics, calculations, xlookups etc.) Proficient with all Microsoft Office.

• Strong high-volume project management skills; capable of balancing multiple responsibilities and meeting targeted deadlines in a fast-paced and competitive environment

• Equipped with the aptitude to solve complex problems and increase efficiency

• Proven ability to work independently as well as a member of a team Professional Experience

Amerilife Tampa, FL

Sr. Analyst, Workforce Planning and Analytics August 2022 – Present

• Forecasts daily, weekly, monthly, 18-month and future required staffing levels by projecting call volumes, call duration and required staffing levels using current trends, historical data, and multiple LOBs

• Create and maintain 15 reports on all KPIs, attendance and occurrences (daily, weekly, monthly yearly)

• Route calls to maintain service level

• Design new reporting

• Automate reporting from CMS to Excel

• Schedule adequate coverage for all skills

• Monitor CMS for incorrect codes, route calls to avoid calls holding in excess

• Manger time off requests

• Schedule and coordinate breaks, lunches, meetings, training, and new hires.

• Partner with strategy, routing, scheduling, and reporting teams to increase productivity

• Collaborated with leadership teams to produce trending reports

• Create schedule patterns; conduct shift and vacation bids

• Project management

• Customer service

2

Verizon Tampa, FL

Sr. Analyst, Workforce Planning and Analytics(Corporate Finance Dept) October 2013 – August 2022

• Forecasts daily, weekly, monthly, 18-month and future required staffing levels by projecting call volumes, call duration and required staffing levels using current trends, historical data, and multiple Financial Service LOBs (includes - inbound/outbound calls, chat and email support channels.

• Provide analysis and recommendations to improve staffing levels and efficiency while advising leadership of observed trends

• Maintain and analyze records of actual volumes compared to forecast

• Understand trends for forecasting variance and recommending changes to enhance forecast accuracy and effectiveness

• Maintain detailed records of call/skill set statistics and call arrival patterns to maximize forecasting accuracy capability, ensuring cost-effective labor utilization

• Ensure awareness of understaffed intervals, days or periods across all call centers; produce gap analysis (including overtime recommendations) report

• Conduct analysis and make recommendations to ensure service levels are met

• Create schedule patterns; conduct shift and vacation bids

• Partner with strategy, routing, scheduling and reporting teams to increase productivity

• Collaborated with leadership teams to produce trending reports

• Conduct data management, analysis, trending, create reporting (reoccurring and ADHOC) utilizing Tableau, SQL, Teradata, and Microsoft SQL

• Customer service

Bright House Networks Orlando, FL

Workforce Management Lead/Interim Supervisor August 2006 – October 2013

• Worked in tandem with operations to develop a workforce strategy

• Promoted a superior, customer-focused environment by managing the efficient delivery of quality customer service and escalation calls

• Forecasted call volume for six call centers

• Ensured awareness of understaffed intervals, days or periods across all call centers

• Approved personal and vacation days based on group allowance accounts and intra-day staffing

• Monitored active queues and service levels at all times

• Scheduled all transaction based on work (calls, adjustments, correspondence, training and meetings),

• Conducted analysis and made recommendations to ensure service levels were met

• Executed proactive and reactive enforcement of compliance with system standards for customer service delivery

• Conducted computer troubleshooting with agents to minimize errors in customer service delivery

• Routed calls to vendors to elevate internal high call volume

• Crafted training manuals on methods and procedures for all management teams

• Worked with RTA, CMS, Avaya ACD, IEX, ICOMS and Aspect E-Workforce programs Douglass Capital Corporation Palm Bay, FL

Manager September 2002 – August 2006

• Served as the sole communications liaison; managed all internal and external communication materials with an emphasis on brand and message consistency

• Monitored and trained team members on a daily basis to maintain a high level of competence

• Oversaw Call Center workflow including incoming calls, supporting functions and special projects

• Provided technical guidance, training and staff development for Customer Service Representatives

• Provided feedback and coaching to ensure positive call service and meet daily quality goals

• Promoted a superior, customer-focused environment by managing the efficient delivery of quality customer service

3

Professional Certifications

• Verizon: Emerging Leadership Development Program 2017 and 2021

• The Call Center School: Workforce Planning Management Certification 2011 and 2015

• The Call Center School: Supervision Certification 2011 Education

Remington University Tampa, FL

Associates of Science – Internet Information Systems October 2002 President’s Honor Roll Recipient: 2001-2002

References

Available upon request

Contact this candidate