Call Center Quality Assurance

TAWNIA HOLDREN

Altamonte Springs, Florida 321-***-****

********@*****.***

SUMMARY

A versatile, dedicated, and resourceful workforce management professional with in-depth experience in administrative management, reporting, benefits, policies and procedures, implementations, schedule management, quality assurance, performance indicators, and client / vendor relations. Identifies challenges and discrepancies, resolves complex problems, and provides strategic solutions in a fast-paced environment. Improves and optimizes workflow processes while ensuring top-tier business acumen and building strong partnerships. A creative proven performer who enables a company to maximize efficiencies and achieve and exceed goals.

EXPERIENCE

BRIGHTSPEED, Altamonte Springs, Florida

Call Center Forecaster & Scheduler, 2022-2024

Documented and developed new scheduling processes by utilizing Genesys and Excel to ensure accurate and timely implementation, tracking, administration, and publication of weekly schedules.

Oversaw creation of and maintained work plans.

Led daily management of schedules, including specific coding related to agents’ benefits and time out of office, meetings, development, and training.

Transitioned from Lumen to Brightspeed and implemented Genesys Scheduling platform. Built work plans, generated schedules, applied activity codes, and managed time off and accurate exceptions; provided consistent schedules for agents and ensured staffing needs for customers.

Created and managed schedules for nearly 200 people, ensuring accuracy with very minimal need to change once schedules were published. Ensured consistency and enabled agents two-week look ahead for balancing personal and work life. Provided optimal coverage for customers, utilizing forecasts and trends.

LUMEN / CENTURYLINK / EMBARQ, Apopka, Florida

Operations-Workforce Management Analyst & Intraday, 2001-2022

Developed statistical analysis and reporting for key performance indicators such as adherence, talk time, average speed of answer, average handle time, and staffing lines, utilizing IEX TotalView.

Assigned, created, and generated schedules for online and offline teams, managing 11 management units and vacation groups.

Defined process improvements for command center coverage to ensure maximum availability for agents and management team.

Regulated service level to 70% in 60 seconds, utilizing forecasted call volume metrics to determine staffing accordingly for 110 call center agents with several different skill sets based upon seniority and forecasted call volume and anticipating department meeting and training needs consistently.

Implemented AWS schedule bidding and trained agents on use of IEX system advantages, including schedule change requests, schedule viewer, and vacation planner.

Managed real-time monitoring of agent activity and status via Symposium, Centergy, and IEX TotalView.

Aided with development of agent phone procedures and conducted presentation and Q&A sessions for new-hire classes.

Facilitated 20K hours of training in BCAC (Business Customer Assistance Center) yearly.

Analyzed interval data via Centergy and supervised staff to meet call demand and center objectives.

Recognized as member of community relations team and team activity group, improving office morale and community involvement.

ADDITIONAL EXPERIENCE

SPRINT, Mansfield, Ohio, Business Customer Assistance Center-Administrative Support, 2000-2001. Oversaw administrative and technical assistance with primary focus on management team. Led project analyst support by keying data and statistics, coordinated training, maintained attrition reports, and communicated department updates.

SPRINT, Mansfield, Ohio, Operator Services-Data Support Staff, 1998-2000. Led database verification, ensuring accurate and efficient resources for operators, administration, and department managers. Processed requests and data from multiple resources to guarantee accuracy, effectiveness, and efficiency daily for customers utilizing SOE / CRB. Directed voluntary assistance on special projects, including operator participation and productivity programs.

SPRINT, Mansfield, Ohio, Human Resources-Administrative Assistant to General Manager, 1996-1998. Provided primary support for General Manager, Benefits, Security, and Workers’ Compensation managers and full staff with general office management responsibilities. Oversaw correspondence, meeting, presentations, travel arrangements, and payroll and benefits administration.

Tenure Statement

My 28 year career in telecommunications began in 1996 with Sprint in Mansfield Ohio as an Administrative Assistant in Human Resources, where I gained experience in Benefits, Insurance and office management. I remained with the company for 28 years in many positions through multiple mergers as the company evolved; Sprint, Embarq, CenturyLink and Lumen. Most recently, I transitioned to Brightspeed, who acquired Lumen ILEC (Incumbent local exchange carrier) in October 2022, and continued in workforce management through July 2024.

TECHNICAL SKILLS

MS Office Suite, Excel, Powerpoint, Word, Outlook, IEX TotalView, IEX NICE, Genesys, Teams, Symposium, ORKO

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