Requests
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Work Background
U.S. Department of Health and Human Services (HHS)Management and Program Analyst
Dec. 2017Bethesda, MD• Grants Management, Payment Management Systems, eGov Travel And Transit Subsidy
Manage relationships with Programs to understand key business processes, planned events, and policy/procedure changes that could impact contact center services and projected customer demand.
• Participate in Program meetings to identify potential contact center impacts for follow-up. Initiate actions to prepare the contact center for Program changes. • Perform as primary liaison between the Program and the contact center vendor to represent business needs.
• Develop and maintain a rolling 12 month call and email volume forecast based on historical customer demand and an understanding of current business influences.
• Prepare and/or assist in development or updating of contact center knowledge base and scripts.
• Review monthly contact center performance results with Program management.
• Collect and analyze contact center performance data for identification of call mitigation opportunities and customer service improvements.
• Monitor contact center phone calls, emails, and tickets to ensure CSR compliance with scripts, and accurate and complete ticket documentation.
• Monitor real-time ACD dashboard and reports for vendor performance against SLAs. Identify negative performance trending, and take actions to raise visibility of issues and determine root cause. Follow up on corrective actions.
• Participate in a project team to integrate a new FedResponse Program or service. Coordinate between the Program and the contact center vendor for exchange of information and completion of project tasks. Develop tactical project deliverables such as CSR scripts. Facilitate Program preparation for Go Live date of service to include ticketing system end user training.
AIC Global Staffing Inc.Call Center Operations - FEMA contract
Oct. 2017 - Dec. 2017Fairax, VA• Oversee inbound 24x7, 365 day service delivery activities in two call centers, 500 agents with two vendor partners
• Monitor four lines of business including English and Spanish call volume
• Assisting with program launch, systems and application testing and integration
• Providing the leadership team with detailed analysis of call volumes, arrival patterns, forecasting and staffing
• Insuring timely deliver and accuracy of operations reports to FEMA
• Updating the client through various communication channels (voice, e-mail, chat) continuously in a real time environment
Consulting/FreelanceCall Center Management Consulting
Apr. 2017 - Dec. 2017Washington D.C. Metro AreaFive person executive level management team with various expertise in the call center space. Focusing on career development and advancement.
Networking and job leads in healthcare, travel and transportation, finance and non-profits
Structured weekly meetings with an online presence via Facebook
Currently developing an android phone app to consolidate social media on your phone
Volunteering with “Be My Eyes” which assists blind people identify objects via video conferencing
General Dynamics Information TechnologyStrategic Work Force Planning
Mar. 2010 - Aug. 2016Manages the Planning Operations group including long term forecasting, staff planning and scheduling functions for 1-800 Medicare and the Affordable Care Act.
Oversight and management of long term forecasting analysis including 6, 12, 18 24 and 36 month forecasting for 15 locations, 15,000 contact center employees, handling 30 million calls annually.
Monthly financial forecasting and reporting ensuring all financial goals are achieved.
Review and continually improve current long term forecasting process for all phone and alternate channels.
Management of long range staff planning including ongoing new hire and up training process
Monthly strategic planning sessions with operations
Weekly reporting on forecasting and staff planning to beneficiary call center leadership
ACSSales Executive
Oct. 2008 - Apr. 2009ACS is a premier provider of diversified business process outsourcing (BPO) and information technology (IT) services and solutions to commercial and government clients worldwide. ACS is recognized as one of the best performing companies. As a FORTUNE 500 company. ACS provides insight, people, technology, and service to achieve the best results. Our service offerings include business process outsourcing, information technology outsourcing, and systems and integration services. ACS delivers a full range of BPO and IT services and end-to-end solutions to the public and private sectors. We support a variety of industries including education, energy, financial, government, healthcare, retail, and transportation.
ACS is a rapidly growing company supporting operations reaching more than 100 countries with $6.2 billion in annual revenues. With unparalleled levels of growth and client retention, ACS is 65,000 people strong and growing.
PRCVice President Client Services
May. 2008 - Sep. 2009Responsible for P&L and customer metrics for the PRC's Travel vertical. Including major airlines, car rental companies & cruise lines. Also responsible for accounts specializing from account payable to telecommunications
PRCDirector Client Services
Sep. 2006 - May. 2008
XM Satellite RadioManager Forecasting & Planning
Apr. 2006 - Sep. 2006
US AirwaysManager Direct Distribution
Oct. 1988 - Mar. 2006
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