Manager Customer Service

**** ******** *** • WYLIE, TX *****

PHONE 214-***-**** • E-MAIL ********@*******.***

CAROLYN M. MONROE

Strategic planning demand and resource capacity through innovative partnerships and tactics. Leadership in the field of forecasting, planning, and deployment of both large and small contact centers. Promoter of quality customer service resulting in contact reduction. Driver for cost reduction through quality processes.

PROFESSIONAL EXPERIENCE

March 2010 - Present Securus Technologies, Inc., Carrollton, TX

Workforce Manager

1 Partner with Center Directors with planning and staffing strategies which enable Supervisors and floor staff to operate effectively and efficiently.

2 Develop processes for workforce management and center interactions to promote increased revenue and decreased cost.

3 Use WFM tools to increase volume capacity according to scheduled plan for work movement.

4 Partner with Business Leaders in building a strategy and staffing operations model to increase customer base with minimal cost increase.

July 2006 – March 2010 CUNA Mutual Group Ft. Worth, TX

WFM Process Leader

5 Worked with multiple departments and executive levels of management to strategically manage change and business improvement projects resulting in saving the company an average of 2M per year.

6 Reduced overhead by 15% across four locations through process improvement initiatives and training.

7 Increased productivity 25% while improving quality in a 6 month period.

8 Optimized utilization of resources achieving handling more contacts with 10% less resources.

9 Leading a Green Belt project to further reduce demand planning variances driven by business changes – due to complete end of year 2009.

February 2004 – July 2006 Accenture, Inc. Dallas, TX

Capacity and Demand Planning Manager - Consultant

1 Develop a comprehensive forecasting model that enables the project to manage multiple vendor locations world wide for a Multi-Billon dollar client with over 1/3rd the consumer market.

2 Forecast accuracy of less than 5% variance.

3 Manage client expectations through regular meetings and reports documenting progress on continuous initiatives.

4 Reduced cost through accurate demand forecasting method saving both the client and Accenture over 1M in penalties during the changing customer contact routes and self service initiatives.

5 Recognized for building relationships across vendors and with client contributing to improved partnerships enabling new contract negotiations improving payment and reducing penalty points.

6 Promoted with recognition of client satisfaction ratings due to decreasing their cost by 100K per month.

August 2002 – February 2004 Telvista, Inc. Dallas, TX

Aspect TCS System and Intraday Manager

1 Develop processes and plans that enable the company to meet client contractual commitments and increase margin of net gain.

2 Improved planning process to incorporate client communication and operations floor management in order to increase intraday efficient use of resources across multiple clients and 24/7 schedules.

February 2001 – August 2002 SBC Telecom, Inc. Dallas, TX

Workforce/Budget Manager

1 Deploy WFM tools and processes for a new contact center.

2 Managed budget reducing inherited debt by 1.8M within 7 months

3 Improved 24/7 coverage without growing staff over 10 months, therefore reducing recruiting and training costs.

September 1994 – February 2001 JP Morgan Chase, Inc Columbus, OH

Planning and Scheduling Analyst/Manager

1 Manage forecasting and scheduling across 3 national locations virtually with consistent results.

2 Decreased overhead and attrition by 10% through improving agent workload across centers.

ADDITIONAL PROFESSIONAL ACTIVITIES

Six Sigma Projects – Telvista 2003, CUNA Mutual Group 2009

Aspect EWorkforce Management training Tennessee 1999, 2001, 2002

NICE/IEX Sales Conference Speaker 2007

Telvista Sponsored Leadership Boot Camp – 2003

Microsoft Office Excel and Access Database - 2000

PROFESSIONAL MEMBERSHIPS

Society of Workforce Management Planning Professionals

International Customer Management Institute

EDUCATION

1994 – present Franklin University Columbus, OH

Bachelors in Business Administration

1 Core Competency in Organizational Leadership

2 Working on completing 19 credits

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