Workforce Management

“Ryanne is a very focused individual, committed to getting the job done right, on time and accurate. She is well respected by the team and has continued to do an excellent job in providing an exceptional service to the call center align to the values of USAA commitment to service.” ---VICTORIA BARR, MANAGER, USAA

QUALIFICATIONS PROFILE

Remarkably astute, quality-focused, and results-driven professional, offering broad-based experience in Workforce Management, Customer Relationships, and Business Analytics. Possess stellar qualifications in providing strategic direction on integrated contact center activities related to call optimization, call center reporting and ad hoc requests. Regarded as hands-on manager with proven expertise in workforce forecasting, scheduling, and load balancing for call activities at site, optimizing service and quality levels and ensuring most efficient utilization of resources. Proven effectiveness in leading a high-performing team to continually identify opportunities for process improvement, revenue generation, first call resolution, and customer retention. Known for keen eye for detail and extreme capability to multitask in fiercely competitive and fast-paced environment.

CORE COMPETENCIES

- Contact Center Operational Analysis

- Outstanding Business Acumen

- Time Management and Prioritization

- Continuous Process / Performance Improvement

- Quality Assurance and Industry Best Practices

- Client Management Administration

- Articulate Oral and Written Communication

- Superior Interpersonal and Presentation Skills

WORK HISTORY

UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA) - SAN ANTONIO, TX: 1999–PRESENT

A Fortune 200 financial services company offering banking, investing, and insurance to people and families that serve, or have served in the United States Military

Contact Center Operations Analyst I Jun 2008–Present

Analyze all aspects of call center operations to evaluate the impact of business initiatives and staff availability on the enterprise and related line(s) of business. Address and resolve issues to deliver exemplary work product. Facilitate training and mentor less experienced team members to develop competencies in escalating issues. Pivotal in providing real-time monitoring of call center conditions for the line(s) of business and for third party support. Provide timely recommendations for modifications of line(s) of business performance and call volume distribution to achieve daily objectives. Research information, assess data trends, identify root cause(s) and provide expert advice concerning corrective measures. Monitor and communicate the impact of intraday call center performance results by utilizing data profiling techniques. Work collaboratively with a colleague in completing skills audit, as well as updating CMS, skills database, and skill templates. Regularly convene with the management of the assigned management units to coordinate team meetings, huddles, and coaching toward fulfillment of MSI.

Notable Accomplishments:

- Commended for vigilantly monitoring MSR phone answering performance real time track to MSI

- Greatly surpassed MSI performance, 11 out of 12 months through the improved real time operations management

- Received a spot bonus for consolidating multiple switch of all regions of USAA’s claims departments to one main switch

- Assumed full responsibility in updating, double-checking hundreds of employees

- Ensured optimal coverage at lowest cost by developing and executing schedule sets designed to map resources for incoming call demand

- Expertly managed the MSI for Policy Service consisting of more than 3000 phone representatives divided into multiple skill types and proactively alerts management when calls were in queue

- Instrumental in preparing daily reports and reputed for recording minimal errors throughout the year

- Efficiently completed monthly shift bid assignment in conjunction with other analysts due to the large undertaking that was involved

Workload Analyst May 2005–Jun 2008

Completed assessment of staffing plans against workload requirements and results to deliver exceptional service at all times. Prepared reports and scheduled models to identify trends, alert areas of needed changes, and understand results. Orchestrated weekly business meetings and reviews; scheduled coverage and initiated appropriate recommendations to management. Performed real-time monitoring of current business developments and conducted daily, weekly, and monthly analysis on trends.

Notable Accomplishments:

- Served as the focal point of contact for four switch consolidations performed for both Policy Service and Claims; completed all by utilizing IEX Totalview and CMS/Centre-VU

- Played a vital role in completing weekly and monthly skill audits and resolved any skill or call routing issues

Workload Specialist Mar 2003–May 2005

- Exemplified keen expertise in meeting business requirements in a timely and accurate manner

- Gathered and maintained data required to provide reliable reports and for future references

- Enhanced agent skills by facilitating highly effective training sessions to facilitate efficient routing of calls

Intraday Specialist Jun 2001–Mar 2003

- Generated weekly business reports and organized business meetings weekly to measure goal achievement and identify areas for improvement

- Earned extensive Totalview /CMS Centre-Vu skills by conducting real-time monitoring for banking services

Call Direction Senior Oct 1999–Jun 2001

- Compiled daily, weekly and monthly telephone activity reports and adherence reports for the call direction team

- Presented quality audits results for management review in collaboration with call direction operators

- Promoted to Intraday Specialist in recognition for exemplary performance in training the Intraday Team

Call Direction Operator Jun–Oct 1999

- Addressed diverse needs of members and internal customers by connecting them to the appropriate area

- Rose from rank and subsequently acquired promotion within the first six months of tenure at USAA by demonstrating willingness to accept new job assignments

MAJOR AWARDS RECEIVED

Certificate of Dedication for Intraday Reports Team: 2002

Certificate of Dedication for Intraday Management: 2001

Certificate of Dedication for Call Direction: 2000

TECHNICAL SKILLS

Microsoft Office Suite: Word, PowerPoint, Excel and Access, Totalview, and Avaya CMS Supervisor

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