Call Center Customer Service

Location:

Middleburg, FL

Posted:

November 30, 2024

Contact this candidate

Resume:

Brooke Kesselring

Middleburg, FL *****

Objective

Provide an opportunity to leverage my experience within Management or Workforce Management that proves the opportunity to utilize my knowledge and experience in strategic planning, problem-solving, and team building at an innovative company that values creativity and collaboration.

Ability Summary

I am an experienced Workforce Manager with a proven track record in achieving organizational goals through effective team leadership. In addition to continued success in implementing innovative workforce solutions that significantly reduce costs while improving service levels. I possess a keen eye for identifying and resolving problems, as well as Data-driven HR professionalism with experience across multiple HR disciplines, specializing in data analysis, workforce planning, and excellent communication, organizational and analytical skills. My ability to work collaboratively and build strong relationships with colleagues and customers has enabled me to successfully manage large-scale groups and initiatives.

Skills

Data Reporting, Analytics, Trends & KPI’s.

Big Data & Analytics.

Data Process / Governance.

Workforce Planning.

Data Storytelling.

Ability to work on your own or in teams.

Commitment to delivering high levels of customer service.

Experience with cash handling.

Flexibility to respond to a range of different work situations.

Good communication skills.

Positive attitude.

Previous Food & Beverage and/or industry experience.

Ability to maintain a professional demeanor and appearance at all time.

Ability to work independently to meet objectives.

Knowledgeable in Microsoft Office Suite: Word, Excel, PowerPoint, and Visio.

Excel (including VLOOKUP, pivot tables, charts, graphs, summaries, trends, forecasts).

Excellent knowledge of call center principles and call center performance metrics / reporting.

Excellent organizational and project management skills with demonstrated ability to prioritize and execute multiple tasks.

Strong technical aptitude; an ability to learn new software quickly.

Proven ability to interact effectively with employees and management at all levels.

Proven customer focus and ability to support change.

Strong analytical skills, creative thinking, critical reasoning, and intellectual curiosity.

Strong business acumen

Excellent interpersonal skills including strong listening, written and verbal communication, with ability to clearly and professionally communicate with others

Good organizational skills, time management, prioritization, detail and the ability to work both independently and within a team environment

Strong interpersonal skills with the ability to influence across multiple levels and effectively interface with internal partners to drive results

Experienced in Call Center environment as a representative, and also managing several mortgage call centers ranging from 50 agents to 500 agents.

Advanced Other Strong knowledge of modern call center systems and ability to utilize them to their maximum potential:

Knowledge of WFM tools: NICE, Aspect, Genesys Cloud, ICBM, Davox, Oracle

Working knowledge of workforce management practices and tools (e.g., scheduling software, quality monitoring software)

Knowledgeable of department, regulatory and HR Policy and Procedures to ensure compliance within regulations.

Employment History

Workforce Manager- 03/2021 - 11/2024

LoanCare, Jacksonville FL

Workforce: Developed and implemented workforce plans that ensure the efficient use of resources and the achievement of organizational goals.

Collaborate and contribute to improving other related processes.

Analyzing historical occupancy, schedule adherence, volume, and AHT trends, at an individual, team and site level, providing business recommendations and inputs to enhance and improve the Workforce Management cycle.

Responsible for accurate reporting of the daily, weekly, and monthly SLA's and production for Customer Service and Default Mortgage Call centers.

Ensure staffing is aligned to meet its operational goals with the forecast projections make adjustments when necessary.

Creation and maintaining an environment that encourages input from team members, continually improving the forecasting and scheduling projections across all contact channels

Assessment of daily performance of call centers and manage real-time staffing changes to ensure level objectives are achieved.

In addition, identify potential service level risks for problem resolution and management notification. Oversees and provide an escalation plan when service levels are negatively impacted and identify resolutions in a quick manner.

Assist in strategic planning and scheduling strategies.

Project Management of new Genesys Platform implementation and trainings and scheduling of resources.

Conduct analysis and recommends solutions to improve the performance and efficiency within Operations.

Generation of reports on productivity and performance changes for company leadership.

Develop other value-added reports that would lead to more efficient and productive schedules and agents.

Development of dashboards and analytical data for senior leadership.

Allocation of resources and reassignment duties of employee's allocations when need to address sub-optimal servicing levels.

Creation of new hire profiles to implement skill and queue assignments based on their training of Customer Service or Default designated agent.

Develop, improve and optimize work assignment, prioritization logic to manage work from various regions with multiple constraints.

Worked with peers and management to coordinate daily activities across functional units for trainings, team meetings, and any other operational trainings necessary.

Assess employee productivity at the individual, departmental, and company levels.

Utilize data on delinquencies and employee productivity to determine how to best use each employee's skills.

Provided indirect supervision to staff and acts as a SME for required scheduling and problem resolution.

Provided new hire trainings for default agents of systems, and processes. Additional trainings provided on new processes, and or systems.

Managing and development performance of direct reports including coaching and performance reviews.

Semi Annual and Annual performance reviews of direct reports.

Supervised and managed directs to make employment decisions related to hiring, discipline, rewards, and performance management

Weekly meeting to ensure processes, regulatory requirements, as well as any departmental changes are reviewed and implemented.

Managed and reviewed the distribution of work schedules.

Developed and implemented training and coaching strategies that ensure the objectives obtained.

Oversee workforce forecasting, scheduling, intra-day and reporting activities in collaboration with the Workforce Command Center.

Provided workforce analytics, succession planning support and creating interventions to build organizational capability, enhance organization effectiveness and build talent bench strength.

Partner with Operations, Capacity Planning and Finance teams to analyze historical data and work trends and provide workflow inputs. Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators.

Represented Workforce Management and reporting functions in daily meetings for evenings, and weekend strategies to ensure analysis of required efforts to meet efficiencies and regulations.

Supervises and manages subordinate staff; makes employment decisions related to hiring, discipline, rewards, and performance management.

Workforce Manager - 02/2009 – 03/2021

EverBank, Jacksonville FL

Workforce: Developed and implemented workforce plans that ensure the efficient use of resources and the achievement of organizational goals.

Collaborate and contribute to improving other related processes.

Project Management of new IVR workflows and implementations via Telephony.

Conduct full QA (Quality Assurance) testing sessions with peers before finalizing and implementing the service into real-time.

Responsible for accurate reporting of the daily, weekly, and monthly SLA's and production for Customer Service and Default Mortgage Call centers.

Ensure staffing is aligned to meet its operational goals with the forecast projections make adjustments when necessary.

Creation and maintaining an environment that encourages input from team members, continually improving the forecasting and scheduling projections across all contact channels.