Carrie Heath

Experience

• 

  TEKsystems

  Oct 2010 - Mar 2015

  • Real time monitoring and reporting of organizational service levels, to include: ASA, Abandons, Handle time, Call and Ticket volumes• Real time monitoring of staffing to include: Attendance Shrinkage, Shift Adherence, Queue Shortages• In depth analysis of both Call Volume patterns and ticket patterns to identify trends in the business and early identification of Events and service outages• Real time monitoring of all email queues to ensure that emails are being worked in a timely fashion and that they are not missing their SLA• Real time scanning of emails and prioritizing them based on their contents. I.E. ensuring that Executive and Time Critical emails are being escalated appropriately• Responsible for Workforce Optimizing and Agent Utilization across the commercial offerings• Teaming with TEKsystems leadership to give recommendations of strategic real-time staffing changes needed to meet the needs of the business• Real time communication with Commercial Service Desk agents to notify them early of all events and service outages• Facilitating strategic overtime adjustments to ensure that service level is met across all commercial offerings• Real time monitoring of all ticket queues to ensure that tickets are being worked in a timely fashion and that tickets are not missing their SLA• Real time scanning of tickets and prioritizing them based on their contents. I.E. ensuring that Executive and Time Critical tickets are being escalated appropriately• Empowered to make strategic real time staffing changes to ensure SLA are being attained; skill changes, lunch time adjustments, overtime opportunities Show less

  • Operations Lead

    Aug 2012 - Mar 2015

  • IT Analyst

    Oct 2010 - Aug 2012
• 

  IKEA Group

  Mar 2015 - Apr 2020

  • Data Privacy Specialist

    Jan 2020 - Apr 2020

  • Data Steward

    Jul 2018 - Jan 2020

  • Business Analyst

    Feb 2017 - Jul 2018

  • Forecast Specialist

    Jun 2016 - Feb 2017

  • Workforce Management Team Lead

    Mar 2015 - Jun 2016
• 

  TransCore

  Apr 2020 - Sept 2021

  Business Analyst
• 

  IKEA

  Sept 2021 - now

  Product Specialist