Experience

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  Bny mellon | pershing

  Jun 2010 - Nov 2017

  Supervisor – Subject matter expert for External Desk, responsible for leading team of employees, and driving to meet SLA’s. Responsible for coaching, call shadowing, and addressing any disciplinary matters that did not require intervention of management. Also responsible for escalations of critical impact issues. Reporting of call stats, major events and issues bi-weekly to management. Co-ordinated with Workforce Management to schedule and post rotating weekend and holiday schedules bi weekly. Also Served as Acting Manager in absence of full time manager. Show less Received incoming support calls from external customers as well as internal employees. Responded to e-mail requests for support within a timely manner. Single point of contact for tickets submitted, informed user base of updates to tickets, requests for information, and confirming issue resolution. Worked with higher level support groups to escalate priority issues to achieve expedient resolution of issues. Responsible for troubleshooting software and hardware issues, resetting password in Active Directory and various proprietary platforms, assisting users with "how-to" questions. Promoted to Supervisor during this period responsible for staff coaching and development. Show less

  • Customer Engagement Specialist

    Jun 2016 - Nov 2017

  • Technology Service Desk Supervisor

    Jun 2012 - Jun 2016

  • Technology Support Analyst

    Jun 2010 - Jun 2012
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  Cigna healthspring

  Nov 2017 - Nov 2018

  Resource planning senior associate

  Resource Planning Senior Associate – Roles included analyzing current and previous call trends to predict staffing needs for a call center environment of 300+ employees, and communicating a rolling projection to leadership. Utilizing the NICE Workforce program, implemented and distributed employee schedules to include mandated lunch/breaks, along with scheduled and ad-hoc training and coaching. Additionally, reviewed availability requirements and call center needs when approving/denying PTO requests. Worked directly with agents and their managing staff to update miscellaneous scheduling needs, including early leave and overtime. Communicated SLA daily to senior management, working actively to ensure call center goals during high volume periods. Show less

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  Missionside

  Dec 2019 - Oct 2020

  Senior workforce optimization specialist

  Coordinated with the central WFM Command Center regarding program impacting issues (i.e., weather, technical issues, coordinate changes to TTY staffing), Communicated with Human Resources daily to verify agents on leave and return dates. Maintain accuracy of absenteeism and staffing reports in Calabrio WFO software. Developed tracking and reporting of CSR attendance, resulting in a reduction in weekly planned and unplanned absenteeism from 43.5% to 21.5% over 7months. Created reporting and focus on No Call No Show (NCNS) patterns in CSRs to reduce NCNS rates by 91% in 4 months. Consistently provided Operations tools and reporting to track and manage CSR and site Adherence, increasing overall schedule Adherence by 22% over 7 months. Established processes for tracking CSR leave and return dates related to COVID, medical, FMLA, and other approved absenteeism ensuring accuracy of anticipated headcount within WFO software. Rapidly stood up contact center WFO, testing Standard Operating Procedures and reporting prior to the start of operations and peak call volume, evolving with the impacts of the pandemic on the project length, staffing, and client needs. Provided backup support to other sites impacted by closures or high WFO staff absenteeism. Ensured team cross trained on Calabrio software and company standard operating procedures. Show less

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  Maximus

  Mar 2021 - now

  Workforce management analyst