Workforce management Analyst Resume

SUMMARY:

Product Development, Risk Management, & Training Initiatives
Dynamic Professional with career history of dedicated customer - focused operational leadership.
Track record of success identifying opportunities, developing focus and providing tactical business solutions.
Recognized as a natural communicator who connects easily with people; talent for inspiring trust and building relationships.
Champion and driver of transformational training programs that revitalize sales, streamline processes, and enhance customer satisfaction.
Influential team member with sincere commitment to people development.
Noted Leader with proven ability to forge relationships at all staffing levels.

CORE COMPETENCIES:

TECHNICAL SKILLS:

Cable Monitoring tools, Nyroc, Docsis, Dpom, Witness, CTI call monitoring, Share Point Windows 95-7, Macintosh, Microsoft Office.

PROFESSIONAL EXPERIENCE:

Confidential

Workforce management Analyst

Responsibilities:

Advanced from previous position to support newly developed field technician System and provide real-time monitoring of all call centers operations, Reporting and maintaining data.
The central point of communication for all call centers’ management.
Monitor and analyze call volume distribution to ensure efficient accessibility and service levels. Provided input to improve our customer experience and satisfaction with call center cost and efficiency in mind.
Maintain database for field technician auto routing tool at one of the lowest error rates.
Provide seamless customer care while resolving complex customer subjects, inquiries and concerns referred by CSRs, management and through other customer contact avenues.
Resolve the concerns or inquiries referred by the “office of the President”, FCC, BBB, etc…
Assist in the reduction of unnecessary truck rolls and escalations by referencing current knowledge base announcements and educating CSR’s on prober use of knowledge base applications.

Product Development Specialist

Confidential

Responsibilities:

Forged and maintained key partnerships with prominent vendors including Sony, Microsoft, Roku, and Logitech serving as primary liaison between vendors’ customer base and company products.
Functioned as key member of Safety Committee guaranteeing hazards are resolved in a timely fashion and review recent safety incidents to circumvent future risks.
Delivered on-site Wi-Fi support services for annual Confidential Fly In event.

Customer Support Lead

Confidential

Responsibilities:

Promoted from within to champion mitigation of customer inquiries and escalations from every staffing level ranging from full-time professionals to VP’s.
Served as a key player in assisting internal employees with key questions and communicating effect of significant obstacles.
Successfully supported 240 floor representatives and their respective concerns while providing hands-on customer service for 20-30 customers daily.
Mentored and coached staff members to prevent long-term obstacles directly impacting customers.

Product Development Specialist

Confidential

Responsibilities:

Garnered ability to operate as work from home agent acting as primary point of contact and Subject Matter Expert.
Acquired diversified training on multiple facets of phone support including commercial and generic roadrunner support.
Achieved high customer quality scores throughout tenure leading to rapid promotions.