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Work Background
LandstarSenior Project Manager
Mar. 2024Jacksonville, Florida, United States · Hybrid
Five9WFO Project Manager
Jun. 2022 - Jan. 2024
GFL Environmental Inc.IT Systems Administator II- Telecommunications
May. 2021 - Jun. 2022Responsible for creation of reports, IVR scripts, and inbound and outbound call campaigns for one of the largest waste management providers in the world
Enlightened Tudor LLCOwner
Apr. 2021St Augustine, Florida, United States
Advanced Disposal Services, Inc. (NYSE: ADSW)Customer Care Workforce Manager
Jun. 2017 - May. 2021Ponte Vedra Beach, Florida
JEAManager, Workforce Planning and Productivity
Aug. 2015 - Jun. 2017Jacksonville, FloridaManage a team of 2 workforce analysts responsible for the scheduling, forecasting, and real time adherence functions for a large municipal utility in northeast Florida
Web.comWorkforce Manager
Jan. 2015 - Jun. 2015Jacksonville, FloridaManaged a team of forecast, operations, and real time analysts servicing 2 domestic call centers, 1 in Canada, and 1 offshore vendor who handle over 100,000 calls monthly
C3/CustomerContactChannels, Inc.Workforce Analyst
May. 2014 - Jan. 2015Responsible for creating and maintaining schedules for over 500 service advocates for one of the largest health insurance providers in the United States. Daily responsibilities include staffing analysis and reporting provided to the client and upper management, making short term staffing recommendations, assisting with capacity and schedule requirements for RFP’s (requests for proposal), and providing leadership and assistance to real time analysts when necessary
Florida BlueWorkforce Scheduling Analyst
Nov. 2013 - May. 2014Jacksonville, FloridaResponsible for creating and maintaining schedules for over 1,000 agents handling calls for Florida's premier health insurance provider. Other responsibilities include staffing models, FTE requirements, and editing and creating Standard Operating Procedures for real time analysts.
CitiWorkforce Capacity Analyst
Aug. 2011 - Nov. 2013Jacksonville, FLResponsible for managing a team of 20 workforce coordinators monitoring real time staffing and operations for over 30 global call centers that staff over 5,000 agents and handle call volume of over 300,000 calls daily, compiling staffing and key performance indicators data for daily reports provided to directors and senior management, and operating intelligent call routing system designed to maximize efficiency and sales revenue for one of the largest financial institutions in the world.
AloricaWorkforce Analyst
Jul. 2005 - Aug. 2011Palatka, FLForecasted call volume and created schedules for over 2,000 employees across 5 sites both domestically and offshore, created multiple FTE forecasts for SOW proposals that led to over 10 successful new client launches, provided multiple client metric reports for site directors, upper management, and vendor managers, and implemented process for key client resulting in increased monthly revenue by ensuring agent staffing consistently maintained within contract required variance.
Rent-A-CenterAccount Manager
Aug. 2004 - Jul. 2005Managed 2 other employees and performed sales, telemarketing, maintenance, and collections on over 500 customer accounts within a 4 county area in northeast Florida, and raised total customer accounts from 200 to 500 in my 12 months with the company which more than doubled monthly revenues and greatly increased store profits.
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