Shawana R.

Experience

• 

  Cox Communications

  Apr 2013 - now

  • Efficiently manages Cox Business field techs capacity, days-out and provides effective recommendations to ensure customers service-related demands were met.• Designed and maintains capacity plan according to current business requirements• Sends daily reports for all performance impact on daily field production.• Partnered with management to create monthly scorecards for Cox Business technicians’ performance metrics to identify areas for improvement, consistently delivering results beyond expectations.• Created, automated, and maintains a completion rate report which measures Cox Business technicians’ install completion rate, achieving an 84% install completion rate by April 2014, up 7% from 2013.• Created and runs ad-hoc queries and reporting for Cox business leaders and members of field service outlining routing efficiency, work order entry error rates, and daily trouble call completion rates.• Analyzes forecasted volume with consideration to historical trends and initiatives known to impact workload staffing.• Evaluates performance against the established forecast plan on a weekly basis.• Maintains accurate headcount numbers and hire plan data• Maintains accurate historical data on enterprise performance for reporting and modeling purposes• Regularly publishes forecast accuracy results at monthly, daily and interval level• Escalates any forecast variances that pose financial risk or risk to attainment of Key Performance Indicators• Participates in regular meetings with the leadership team• Presents analytical data to senior management team Show less

  • Vendor Management Specialist (Collections)

    Jan 2018 - now

  • Data Analyst (Commercial Business)

    Apr 2013 - now