SUMMARY:

Kronos Workforce Management Consultant professional with 10 years of progressive customer experience in workforce management (WFM) platforms. Combining mid - level IT field, help desk, and techno-functional support with Kronos Workforce Central (WFC), Workforce Ready, and Workforce Dimensions (WFD) applications, WFM system administration, NICE IEX/inContact/CXone system management, and implementation to optimize workforce and customer experience levels within healthcare, public safety, retail, and supply chain industries.

SKILLS & EXPERTISE:

• IVR Call Flow/Call Routing Configuration
• NICE IEX/inContact/CXone
• KRONOS System Administrator
• KRONOS WFC/WFD (Timekeeper, Basic & Advanced Scheduler, Leave, Accruals)
• KRONOS WIM, WDM (InTouch)
• KRONOS Functional Production Support
• Staffing/Scheduling
• IVR Support/Administrator
• KPI Metrics Development
• System Implementation/Deployment

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA

Kronos Partner Consultant/Workforce Dimensions Trainer

Responsibilities:

• Manage and conducting techno - functional configurations and training for WFD implementation of WFC migration on WFD entitlements: Timekeeping, Scheduling, and Accruals.
• Configure and manage Time-off requests, Employee Visibility Periods in Employee Self-Service (ESS),
• Schedule Patterns, Schedule Groups, and cascading pay codes.

Confidential, Birmingham, AL

System Analyst II, Enterprise (Kronos Lead)

Responsibilities:

• System production support administrator for a full suite upgrade from Kronos WFC v.7.0 to Kronos WFC v.8.1.3 covering 4 multi - enterprise sectors for 10,000+ onsite and remote employees within Payroll/HR Financial Applications.
• Lead and provide oversight to all labor-management workstreams in WFC Timekeeper to ensure incidents, service requests, change requests, and enhancements are handled timely.
• Creating and modifying interfaces, implementing, and configuring for WFC modules Timekeeper, Calculated Accruals, Attendance in WIM and MDM.
• Developed automated WIM interface to import employee email addresses to populate in WFC Timekeeper.
• Configured, installed, and maintained over 200 InTouch clock onsite and remote devices.
• Lead application configuration, superuser, and end-user training, testing support, and quality assurance.
• Working knowledge of Financial Applications in Revenue Cycle, HIM, Cerner, SSI, CDI, Coding, Clinical Optimization, and Health IT solutions.

Confidential

Lead WFM Staffing Analyst, Consultant

Responsibilities:

• Forecast and schedule remote contracted workforce to ensure appropriate staffing needs.
• Developing workforce planning and WFM automation recommendations to assist with day to day operations and multimedia TV/radio campaigns.
• Monitoring agent utilization and agent occupancy for workforce optimization.
• Execution of NICE inContact standard reporting and system maintenance.
• Developing new reports and performing data analysis by creating data and ad hoc reporting using NICE inContact CXone WFM, WFO data analytics, real - time dashboard ad-hoc reporting, and Excel.

Confidential, Atlanta, GA

IT Contact Center Analyst, Consultant

Responsibilities:

• System administrator for technical PeopleSoft applications production support, incident tickets, and call flow issues and Oracle Service Cloud CRM systems according to SLA to track, test, train, and implement changes within the telephony platform for purchasing and procurement.
• Manage multichannel CRM, live channels (telephony, chat, etc.), asynchronous channels (web, email, social, etc.), skill - based routing, and contact center best practices.

Confidential, Nashville, TN

Manager, WFM/ Telecom E ngineer, Consultant

Responsibilities:

• Built out start - up WFM area for 150 on-site and remote employees that drove changes toward efficiently meeting client contractual obligations by collaborating with multiple departments.
• Deployment and implementation of new WFM cloud-based platform NICE/inContact ACD phone solution to contact center within 9 months.
• Responsible for updating call flow scripts in inContact Studio.
• Collaborated with the vendor for CTI and Dynamics 365 CRM integration.
• Managed call volume, forecasting, scheduling and intraday analysis functions for the contact center operations.
• Administered PBX and back-end integrations (billing systems, web services, OSS platforms, etc.)
• System administrator for telephony IVR system and WFM cloud-based platform.

Confidential, Nashville, TN

Kronos Implementation, Consultant

Responsibilities:

• Subject matter expert developing strategic plans, procedures, systems, and initiatives to execute the full lifecycle WFM implementation from initial discovery through design, test and launch Kronos Workforce Central/Ready/TeleStaff for 10,000+ employees in 61 public safety and correctional remote facilities company - wide.
• Developed Organizational Map and Pay Code plans for deployment launch of new workforce management Workforce Central Timekeeper, Employee Basic and Advanced Schedulers, Attestation, and Absence/Leave Management applications and processes.
• Supported Operations team by providing metrics, data analysis, and recommendations on business initiatives that support process improvement, scaling and efficiencies.
• Constructed and configured Call List, Workload, Work Rules, full employee lifecycle HR modules, and Employee Self Service within Workforce Ready and TeleStaff.
• Conducted UAT and Integration Testing Accruals, Pay Rules, Work Rules, and Leave system configurations and design.
• Led end-user system implementation training objectives for field deployment and post-follow-ups.

Confidential, St. Louis, MO

IT Help Desk Analyst, Consultant

Responsibilities:

• Primary point of contact for production technical support to 350 internal and external end - users regarding corporate and IT issues including but not limited to Desktop/Laptop Operating Systems (XP, 7) Microsoft Office applications, VPN issues, Internet connectivity, Viruses, Outlook, Configuring ADP & Kronos Timekeeper module, PeopleSoft upgrade and configuration, Printers, mobile device configuration & troubleshooting (iOS and Android), Active Directory (Add/Modify Users) and password resets.
• Conducted Quality Assurance (QA/ UAT Testing) for processes, procedures, workflows, and data owner's accuracy and design specifications.
• Collaborated with development, business intelligence, Project Managers and business users to build successful data maps and workflow for segregation of duties specific proprietary internal applications maintain customer support and operations documentation.
• Performing question/problem diagnosis and guiding users through step-by-step solutions.

Confidential, Atlanta, GA

IT Help Desk Analyst, Consultant

Responsibilities:

• Performed Tier 1 and Tier 2 technical support (POS) systems, hardware/ software setup, printer support/reconfiguration.
• Managed troubleshooting, diagnostic programming, download/installations, and Networking: LAN/WAN, DHCP, TCP/IP, Dial - up connectivity for VPN credit card terminal software configurations.

Confidential, Atlanta, GA

IT Lead Help Desk, Consultant

Responsibilities:

• Assisted IT Manager with call center operations of 24/7 maintenance inbound/outbound Tier 1 and Tier 2 helpdesk support for 250 retail stores in the Southeastern region via Avaya telephony system infrastructure.
• Reviewed and assigned help desk tickets into the ticketing database within 20 minutes of receiving Remedy ticket.
• Implemented new, effective processes for coaching and training sessions for monthly performance feedback on quality, adherence, and productivity goal scorecards.
• Analyzed performance metrics and processes to implement interdepartmental initiatives to enhance operational efficiency and delivery of quality performance.
• Managed team Tier 2 customer escalations and developed a high - level team of 15 agents maximizing scheduling, workforce management, troubleshooting, and technical support performance productivity and quality.

Confidential, Atlanta, GA

Workforce Management Planning Analyst, Consultant

Responsibilities:

• Primary support to the planning, staffing, and execution of Contact Center staffing, time and labor management to in 300+ seat contact center with omnichannel dialer infrastructure via inContact and Kronos WFC TimeKeeper and Scheduler modules.
• Responsible for day - to-day administration and monitoring associated with an advanced multichannel dialer system.
• Governed recommendations regarding service performance, call volume forecasts, call campaigns, intra-day reporting, key performance indicators (KPIs), all activity scheduling needs, and ensuring Service Level Agreements (SLA) targets are met/exceeded via inContact.
• Monitored intraday and work volume real-time to meet operational goals via the inContact platform.

Confidential, Atlanta, GA

Production Operations Manager

Responsibilities:

• Supervised a staff of between 25 hourly production associates and team leads.
• Ensured compliance with OSHA, FDA and ISO standards and regulations.
• Monitored performance, quality assurance, attendance, shift adherence, areas of challenges/opportunity, and career growth for complete staff.
• Prepared regular reports, perform an audit on various operations and evaluate processes as per business requirements.
• Managed labor costs by maximizing shift productivity and maintaining appropriate staffing levels for the volume of business.