Workforce Management & Customer Support Leader

RICHARD NETTLEFORD

+1-876-***-**** • ***********@*******.***

CUSTOMER SERVICE WORKFORCE MANAGEMENT TECHNICAL SUPPORT PROFESSIONAL SUMMARY

Customer Service and Workforce Management professional with over 10 years of experience supporting high-volume contact center operations. Experienced in workforce planning, forecasting, scheduling, real-time management (RTA), technical support, KPI reporting, and customer service operations. Proven success improving productivity by 35%, increasing cross- functional collaboration by 30%, and consistently supporting SLA performance through workforce optimization and process improvements. Proficient in NICE IEX, Verint, Avaya, Genesys, Microsoft Excel, and workforce analytics. CORE COMPETENCIES

Customer Service

Customer Support

Customer Experience (CSAT)

Escalation Resolution

Technical Troubleshooting

Service Delivery

Workforce Management

Forecasting

Scheduling

Capacity Planning

Real-Time Management (RTA)

Attendance & Adherence

Workforce Analytics

Reporting & Analytics

KPI Reporting

SLA Management

Performance Analysis

Process Improvement

SOP Development

Systems

NICE IEX

Verint

Genesys

Avaya

Microsoft Excel

CRM Platforms

PROFESSIONAL EXPERIENCE

Workforce Management Supervisor

Itel International Apr 2021 – Oct 2025

Directed workforce operations for high-volume customer service teams while consistently achieving SLA targets.

Managed workforce forecasting, scheduling, attendance, and real-time adherence.

Improved operational productivity by 35% through process optimization and SOP implementation.

Increased cross-functional collaboration by 30%, improving communication between Operations and Workforce Management.

Analyzed workforce KPIs and performance metrics to identify trends and improve service delivery.

Utilized NICE IEX, Verint, Avaya, and Genesys to optimize staffing and operational efficiency.

Mentored workforce analysts and coached team members to improve overall performance.

Senior Workforce Management Analyst

Collective Solution Jan 2018 – Sep 2020

Monitored staffing levels, call volumes, and workforce performance.

Produced forecasting reports to identify staffing gaps and scheduling opportunities.

Managed payroll reporting and workforce variance analysis.

Partnered with Operations to improve customer service performance.

Streamlined reporting processes for improved KPI visibility. Workforce Management Analyst / Scheduler

Xerox / Conduent Nov 2015 – Aug 2017

Managed workforce schedules and staffing coordination.

Monitored attendance, adherence, and service levels.

Supported payroll processing and workforce reporting. Technical Support Representative

N.I.C.E. 2014 – 2015

Delivered technical troubleshooting and customer support in a high-volume contact center.

Resolved technical issues while maintaining excellent customer satisfaction. Supervisor

Margaritaville 2011 – 2012

Supervised daily operations and frontline staff.

Ensured exceptional customer service standards.

Managed scheduling and operational workflow.

EDUCATION

Level 1 & Level 2 Certificate in Principles of Customer Service City & Guilds

High School Diploma

Cedric Titus High School

TECHNICAL PROFICIENCIES

NICE IEX

Verint

Genesys

Avaya

Microsoft Excel

CRM Systems

Workforce Management Systems

Reporting & Analytics Tools

REFERENCES

Available upon request

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