SR. WORKFORCE MANAGER Summary Results-oriented Workforce Relationship Manager diverse background management customer service. Dedicated providing excellent customer service making operational procedural improvements drive savings. Experience 12/2014 05/2015 Sr. Workforce Manager Company Name － State 33% reduction non-productive agent time (+/-600 workforce) Forecasted 14 million yearly contacts within +/- 5% projection FY16 Q1 savings $250,000 thru allocating volume on/offshore Reduced hours onshore 46%; $17 million saved annually Saved $1.14 million annually 30% performance improvement Launched three T-Mobile stores; net revenues $600,000 annually Volunteer work community-wide outreach activities Bluestem (e-Commerce) Workforce Planning Manager (Pennsylvania) 07/15 10/16 Managed onshore team five (5) workforce Kronos analysts, seven (7) Quality Assurance analysts ensure optimum deliverables account management along two (2) Reporting analysts Supervised real-time team four (4) two (2) onshore locations; maintaining intraday allocation budget achieve various service level objectives Sales Customer Services queues Forecasted 14 million yearly contacts (hitting within +/- 5% projection), on/offshore, within budgeted target 7 24 setting ensure contractual compliance penalty avoidance Allocated forecasted volume on/offshore budget; FY16 Q1 savings $250,000 Reduced non-productive time 33% thru schedule optimization (+/-600 workforce onshore) Facilitated 14 weekly forecast meetings clients keep abreast impacts $1 Billion projected forecast Assumed leadership point contact absence executive management Developed coached team members departmental cross-training ensure business continuity Lead creation revision (non-existent/outdated) departmental SOPs Workforce, Kronos QA provide consistent guidelines training materials resulting 16% departmental manpower reduction $100,000 annual savings Modified Hours Operations reduced onshore hours 46%; saving $17 Million annually boosting employee morale Managed team four (4) enterprise schedulers along six (6) indirect support real-time staff offshore; 7 24 Managed workforce department Alorica's #1 client (DirecTV) Planned capacity respective nine (9) site's operation training teams meet client expectations; +/-2,000 workforce Analyzed, monitored reported staffing assumptions (client's call volume, headcount requirements, shrinkage, attrition handle time goals) provided recommendations ensure optimal financial impact organization Developed detailed staffing plans line business ensured consistent achievement 30-minute interval compliance requirements adjusted manpower needed Simulated impact proposals client expansion (including opening new sites) recommended action staffing Improved workload balance nine (9) sites thru allocation adjustment seven (7) lines business Directed maintained weekly best practice client calls seven (7) lines business ensure team adequate training resources succeed within roles Hosted daily workforce operations conference call validate resources, performance deadlines deliverables meeting contractual KPIs seven (7) lines business eBay Enterprise (e-Commerce) Workforce Specialist (WFM) (Florida) 11/11 12/14 Received "SPOT AWARD" Director Workforce Planning Business Intelligence (included bonus) leadership within group "during transitional period within organization.." resulting 40% departmental manpower reduction Ensured optimum Intraday staffing performance 4 onshore locations +/- 5,000 workforce drive cost savings 7 24 setting (no offshore support) Administered real time monitoring relates queues, occupancy, service level, handle time schedule adherence Interfaced center management central operations regarding factors may impact staffing service levels assisting coordinating business activities achieve 90% adherence workforce target Prepared, Hosted Reported WebX daily tele-conference meeting enterprise-wide review previous day's performance, current future day's plans, staffing, trends, expected volume marketing campaigns ensure readiness 100+ clients (12 Verticals) Constructed daily impact summaries service level performance related real-time account management Reforecasted managed intraday call volume trends ensure effective efficient workload along adjusting intraday workforce requirements based changing/dynamic forecasts 20 Million contacts annually Trained new current Team Members SOPs using authored materials along updating current materials Volunteer work (BET) building evacuation/emergency response team community-wide outreach activities l. 01/2000 11/2011 Consultant Company Name Supervised operations, project readiness, preparation implementation telecommunications customer service systems call centers ranging 15-100+ employees, including monitoring review performance metrics workforce adherence achieve client expectations Integrated senior management staff duties national customer service claims management center existing operations corporate headquarters saving $1.14 million year 30% performance improvement Recruited, managed trained employees developed implemented policies procedures marketing customer service strategies client specification satisfaction Launched three (3) T-Mobile authorized dealer wireless stores net revenues $600,000 annually Managed client accounts identified business development opportunities (b2b), maximizing market share increasing profits maintaining client retention promote business continuity drive cost savings Charrette event facilitation planning, including contract negotiations off-site coordination $1 million+ budgets campaigns utilizing interactive intelligence coming budget Promoted publicized clientele arrangement international venues including speaking engagements, lectures tours using social media marketing campaigns optimize budget. 10/1996 01/2000 Intraday Operations Analyst Company Name Supervised Intraday Workforce Management Operations staff 10 two (2) onshore Centers including scheduling, staffing, recruiting, hiring, training performance reviews Q&A provide optimized support Center KPIs Chaired weekly team meetings quality work product Clientele (Microsoft, HP, Deutsch-Bank, Gateway, Comcast, Symantec.) including providing premium customer service technical support Reported daily metrics Help Desk performance measurements KPIs clientele multi-sites ranging 400-1400+ employees including volumes, averages deviations promote contractual agreements Leveraged workforce Intraday basis adjusted manpower real-time according contractual stipulations current performance, volumes trends Co-Created Co-Chaired Stream's Values Committee Stream University established workforce development lower attrition; still effect today. Education Bachelor Science Social Science Portland State University － City State Social Science Skills account management, b2b, balance, budgets, budget, business development, Business Intelligence, contract negotiations, Clientele, client, clients, Customer Services, customer service, e-Commerce, executive management, senior management, financial, Gateway, Help Desk, HP, hiring, Kronos, leadership, Director, marketing, market, materials, meetings, Enterprise, optimization, performance reviews, policies, proposals, speaking, quality, QA, Quality Assurance, real-time, real time, recruiting, Reporting, Sales, scheduling, specification, staffing, Symantec, technical support, telecommunications, training materials