Davarye Coleman

Experience

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  HOV Services

  Feb 2004 - Jul 2007

  Scanner II and Team Leader

  • Provided document management outsourcing services, including imaging, mail processing, data capture, document DNATM, and output.• Maintained and set the standards for quality and quota required by job requisitions; noted as fastest worker!• Introduced and implemented various Policy & Procedure Manuals to maintain awareness for teams• Strengthened day to day duties regarding shipping and receiving of client information• Established, monitored and conducted off-site projects as needed• Created, edited and built databases with client information Show less

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  Custom Staffing Solutions

  Sept 2007 - Apr 2009

  Data Entry Clerk/Customer Service Representative

  • Upgraded and implemented various Policy & Procedure Help Guides to maintain awareness and updates• Stored, maintained, processed and distributed policy files and documents to designated areas• Identified the characteristics of threats and components of plans for handling them• Implements tactics to de-escalate problem situations immediately

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  AT&T

  Jul 2009 - now

  Manager - Workforce

  • Single point of contract for district level organizations that analyze call center productivity performance in regards to call volume, provides feedback and makes recommendations.• Support multiple call centers by analyzing historical customer patterns, forecast of daily call volume traffic for regional or national call center operations.• Analyze call center volume patterns for unusual spikes and declines• Provide daily direction to local call centers Workforce Management teams regarding charge activities, real time call routing tactics, system parameter adjustments or outage conditions.• Ensure even allocation of call flow to all available centers to maximize accessibility objectives and staffing for multiple sites are scheduled efficiently. Show less