Work Experience

Director of Call Center Operations
9/2005 - Present - Confidential, Columbus, GA

Maintaining Service Level Objectives across 9 call center operations with onshore, offshore and cyber agent networks
handling over ten million contacts per year. Implemented several cost
saving initiatives to include effective/efficient capacity planning
modeling, a schedule selection process, improved call routing which
decreased network related expenses. Have built a strong, diverse workforce
management team that drives the business toward our corporate and divisional
goals. Implemented a world class command center operation with visibility
of the entire enterprise both international and domestic.

IEX Subject Matter Expert/Consultant
3/2005 - 9/2005 (6 month Contract) Confidential, Atlanta, GA

Successfully implemented IEX TotalView software package for BellSouth's
DSL division. Worked with vendors across the U.S., India, Philippines,
South America and Canada to develop a forecast procedure that coincided
with contractual agreements for all vendors. Trained BellSouth's Workforce
Management personnel on methodologies, procedures and best practices
of Workforce Management. Trained the Forecasting team on the Art and
Science behind IEX TotalView's Berlang Forecasting processes.

Workforce Management Engineer
8/2003 - 3/2005 Confidential, Atlanta, GA

Developed processes for the Workforce Management area of Home Depot's
Help Desk using Blue Pumpkin Workforce Management software. Developed
Long term FTE Forecast, Hire/Attrition plans. Created Budget models
for both long and short term planning. Introduced a streamlined process
for both the schedule bid and vacation bid. Created an Intra-day spreadsheet
to illustrate staffing concerns before they become a issue. Trained
contact center professionals in Workforce Management procedures and
methodologies.

Workforce Management Director
10/2000 - 12/2002 Confidential, Miami, Florida

Developed processes and procedures to improve call center efficiencies
while reducing my call required operating budget. Implemented IEX Totalview
Scheduling Software to optimize call center staffing. Created a high
sense of urgency related to schedule adherence, productivity, reliability
and providing world class customer service, which has been reflected
by Planet Feedback.com with an A rating in a C+ rated industry. Was
responsible for the Workforce Management and Vendor Management departments
of Tracfone's international call centers located in Mexico and Canada.
Working directly with the Executive Vice President of the Care Center
on all short and long term strategies of the company which includes
implementing new technologies, P&L and contract negotiations between
partners and vendors.

Manager/ Call Center Consultant - Workforce Management
8/1999 - 10/2000 Confidential, Roswell, GA

Call Center Consultant:, worked with multiple clients such as Pac
Bell, Boston Communications, Topp Telecom, AT&T in setting up processes
and for their customer service center. Worked with the Operations team
to instill the proven practices to not only add value to the group but
assist management in understanding the challenges that may be affecting
the call centers objectives. Consulted with call center supervisors,
managers, directors and above to develop and implement coaching methods,
incentives and recognition programs to bring their companies closer
to becoming world class call centers. Within Ifleets own call centers:
Developed and implemented proven processes for a multi call center operation.
Developed long term, short term and active forecast in order to insure
appropriate staffing to achieve call center goals. Developed hire plan
which reduced over staffing and quickly brought the care centers within
budget. Managed workforce management teams located both in Atlanta,
GA and Los Angeles, CA

Control Room Coordinator
7/1998 - 8/1999 Confidential, Atlanta, GA

Reporting and tracking any problem that may affect call center performance
while invoking a contingency plan until resolved. Forecasting call volume
and reviewing intra-day performance in order to meet pre-determined
service level goals for a multi call center operation. Primary software
used were Lucent, Aspect, CMS, IEX ,TCS Workforce Management and Netview
6000. Handling vacation administration to ensure staffing requirements
are met.

Efficiency Supervisor
12/1995 - 6/1998 Confidential, Heathrow, FL

Responsible for trending agent performance while analyzing and posting
ACD reports as well as creating several Excel reports. Introduced positive
and proven methods for improving agent's statistics while insuring the
client Sunbeam Corporation the most efficient call center possible.
Forecasting call volume and staffing needs in a 100+ seat call center
with the use of both Lucent CMS and IEX Total View. Maintained consistent
service levels of 95% calls answered within 5 seconds

Education

Computer Information Science
Bachelor of Science Pertinent

Courses Completed:

Systems Analyst Methods Personnel Management Written
Communications Effective Speaking

Industry Publications