Resume - Eric Crane

Eric T. Crane

*** ***** ******

Apt. #*

Rochester, New York 14605

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

Objective

My goal is to obtain gainful employment for an established company that offers growth and development where my skills and experience can be showcased.

Education

Cortland College

I completed my B.A. in Communications while working as program manger at an AM/FM radio station scheduling staff and air time, interviewing guests and recording commercials for broadcast.

Experience

Affiliated Computer Services – Albany, NY

Workforce Manager – December 2007 to October 2009

• Manage workforce analysts and reports analysts

• Schedule employee shifts and break/lunch

• Track absenteeism and tardy occurrences and report trends

• Call volume and headcount forecasting

• Maintain employee adherence of lunch and break schedules

• Real-time call monitoring and queue management to meet service metrics

• Generate call center reports/statistics for client

• Manage personal time off (PTO) requests for call center and maintain PTO calendar for center

Accomplishments

• Restructured seating plan to help supervisors be more accessible to agents

• Assisting center in conversion to I3 and Optimizer

Compliance Specialist / Recruiting Assistant – May 2007 to December 2007

• Administering applicant questionnaire, testing, and application (internal and external) and checking applicable results

• Ensuring applicant flow data requirements are met

• Ensure self-audit occurs each month for that site

• Generating reports, reviewing requisition files in support of staffing

• After contingent offer extended and accepted, administer and submit Employee paperwork for background check and provide drug testing instructions

• All other special projects and recruiting assignments as needed

Accomplishments

• Developed new hire tracking spreadsheets

• Expanded recruiting contacts and hiring sources to nearly double the amount of applicants

• Formalized interview and testing process with supervisors by creating an accessible calendar and applicant tracker

Workforce Analyst – July 2005 to May 2007

• Manage floor support

• Ensure low talk and after call times

• Track absenteeism and tardy occurrences

• Report trends to supervisors

• Assisted with transition of call management systems (TASKE to CMS)

• Maintain employee adherence of lunch and break schedules

• Generate call center reports/statistics for client

• Write articles for company newsletter and proof read reports for managers

Accomplishments

• Implemented RTA policies to improve operation performance resulting in improved service levels with fewer staff

• Built an improved absenteeism/tardiness tracker that allowed management to better course corrective action

Customer Service Representative - June 2005 to July 2005

• Answer telephone calls regarding child support questions and handle issues regarding their child support for parents.

Additional relevant work experience

Media Solutions – Charlotte, NC – Telemarketer, shift supervisor

Hollywood Video – Cortland, NY – customer service, employee scheduling

References available upon request

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