Customer Service Workforce Management
Resume:
Durell Finney East Orange, NJ *****
*********@*****.***
Possess 15+ years experience in both hospitality and administrative positions with strong focuses on attention to detail, time management and being a team player. From 2012 to 2016 I worked as the hospitality manager for the Bistro Fidelco Group; my responsibilities included scheduling, interacting with vendors, staff training, invoicing, etc. Upon leaving Bistro Fidelco I began working with HelloFresh starting in 2017 in their customer service department utilizing phone, email, and chat to
communicate with customers and better understand the business model. After 1 year I was selected to participate in the fast track program for the development of the
Workforce Management program where I remained till 2024.
Work History
Workforce Management Analyst
HelloFresh, New York, NY March 2017 -
August 2024
Hospitality Manager
WWW: Bold Profile
Skills
Developing accurate short-term and long-term forecasts of workload and staffing requirements for 3 to 6 months in advance.
Monitor adherence to schedules and make real-time skill adjustments as needed (voice, chat, and email) within 4 BPO's simultaneously to maintain SLA's.
Generate daily/weekly reports on key performance indicators
(KPIs) such as occupancy and agent utilization. As well as service level agreements (SLA's) with postmortom analysis of the various channel intraday reports to provide a higher level overview to all steakholders.
Utilize workforce management software and tools to extract and analyze data. (Genesys, Aspect, Alvaria )
Monitor real-time adherence, taking immediate action to address which was often done by reaching out within the Slack channels; to report any deviations that would cause the service level agreements (SLAs) to drop below goal.
Manage intraday staffing adjustments, including overtime, voluntary time off (VTO), and schedule changes.
Communicate effectively with team leaders and agents regarding real-time performance and schedule updates. Participated in cross-functional initiatives to optimize performance while maintaining high QA scores within the multiple business process outsourcing (BPO's).
Developing accurate
short-term and long-term
forecasts of workload and
staffing requirements.
Monitor adherence to
schedules and make real-time
adjustments as needed.
Generate daily reports on key
performance indicators (KPIs)
such as service level,
occupancy, and agent
utilization. As well as service
level agreements (SLA's) with
post mortem analysis of the
various channel intraday
reports.
Utilize workforce
management software and
tools to extract and analyze
data. (Genesys, Aspect, and
Alvaria)
Monitor real-time adherence
and service levels, taking
immediate action to address
any deviations that would
cause the service level
agreements (SLAs) to drop
below goal.
Manage intraday staffing
adjustments, including
overtime, voluntary time off
(VTO), and schedule changes.
Communicate effectively with
team leaders and agents
regarding real-time
performance and schedule
updates.
Bistro Fidelco, Newark, NJ November 2012 -
December 2016
Education
Some College (No Degree) in Business
Marketing
Berkely College, Woodland Park, NJ
Program/Software Skills
Increased customer service ratings significantly through personable service.
Filed incident reports and handled inappropriate behavior to document problems and disturbances.
Scheduled work hours for 15 to 20 employees to achieve adequate coverage in front and back of house.
Communicated with vendors regarding order availability, future inventory and special orders.
Provided a personalized experience to generate loyal clientèle from the neighboring businesses (Rutgers Business School, Audible, and other businesses in the vicinity).
Handled daily flow of paperwork and phone calls while maintaining proper accounting with invoicing and cost concerns.
Facilitated contracts between vendors and building maintenance, trained staff, created schedules.
Google Workspace ( Docs, Sheets, Slides, Meet, Chat, Gmail ) Microsoft 365 ( Excel, Word, Power Point, Outlook ) Aspect / Alvaria ( creating and editing schedules, monitoring schedule adherence )
Genesys ( ACD, Analytics and reporting, IVR, and Workforce Engagement )
Participated in cross-
functional initiatives to
optimize performance while
maintaining high QA scores
within the multiple business
process outsourcing (BPO's).
Contact this candidate