Project Management
Resume:
Anita Sanchez
*********@*****.***
Albuquerque, NM 87120
PROFESSIONAL PROFILE
Reporting. Forecasts. Optimized Schedules. Data Mining. KPI metrics. Capacity Planning. Policy and Procedures. Supervisor. Team. Concepts. Schedule Adherence. Compliance. Ad-hoc Reports. Computer Proficient. Bids. Skilling. Access. Excel. PowerPoint. Word. Macros. Pivot Tables. SQL. Lotus Notes. Avaya Supervisor CMS. Symon. Nortel Symposium. Aspect 7.01 Empower. RTA. CCPulse. IEX. TCS. eWFM. NICE. Witness Blue Pumpkin. Genesys. Televox. Virtual Hold. Union and Non Union. Environments. Dependable. Accurate. Public Trust Security clearance. USCIS Homeland Security. FTC. HUD. Financial statements. Balance Sheet. QuickBooks. Workforce Management. Resource Planning. Telecommute. Remote. Virtual. Work at home. Gating. PG: performance guarantees. Contract. Government. Healthcare. Medicaid. Medicare. database. Configuration utility. User security. Activities. time off rules. Allocations. Exception types. Historical data. AHT. ACW. Agent groups. Intervals.
AREAS OF EXPERTISE
Capacity Planning and Forecasting
Excel Spreadsheets Strategic Planning
Workforce Planning Tools Skills
Project Management
Communication
Interpersonal skills
PROFESSIONAL EXPERIENCE
Workforce Management Analyst, Presbyterian Healthcare Services, Albuquerque, NM May 2008 – current
Enterprise wide project: implementation of new product---Televox.
Department project: complete Genesys Solution version upgrades (utility)
Inbound call volume forecasting
Metrics Reporting including virtual hold reporting
Real-time / Intraday analysis
Staffing & Scheduling agents
Training new business units as well as Genesys Solution setup.
Administrative duties pertaining to WFM Web Supervisor and Webagent.
Project and Operations Manager, Lockheed Martin, Albuquerque, NM Oct. 2006 – May 2008
Department project: complete Witness Bluepumpkin “out of box” setup.
Inbound call volume forecasting
Metrics Reporting
Real-time / Intraday analysis
Staffing & Scheduling agents
Training new users
Administrative duties pertaining to Witness Bluepumpkin and scorecard.
Workforce Management Scheduler, SENTO, Albuquerque, NM Jan. 2006-Dec.2006
Staffing & Scheduling agents
Metrics Reporting / trending / analysis
Client relations: SME Workforce Management
Client Operational duties: weekly over/under presentations.
IEX Flex schedule Modeling
Requisitions
Call Center Analyst, Express Scripts, Albuquerque, NM Sept. 2004 – Jan. 2006
Staffing & Scheduling agents
Metrics Reporting / trending / analysis
CMS scripting
Skilling strategies
Bidding process
Call Center Traffic Coordinator, United Healthcare, Albuquerque, NM Oct. 2002 – Sept. 2004
Inbound call volume forecasting
Metrics Reporting
Real-time / Intraday analysis
Staffing & Scheduling agents
Resource Planning Service Level Specialist, T-Mobile USA, Inc., Albuquerque, NM. Jan. 1999 – Oct. 2002
Metrics Reporting
Real-time / Intraday analysis
Website (from google only):
https://sites.google.com/site/workforcemanagementanita/
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