jessica claire 9 resumesampleexamplecom 555 4321000 montgomery street san francisco ca 94105 summary resultsoriented workforce relationship manager diverse background management customer service dedicated providing excellent customer service making operational procedural improvements drive savings highlights guest services inventory control procedures merchandising expertise loss prevention cash register operations product promotions education portland state universijessica portland bachelor science social science social science accomplishments experience amazoncom inc sr workforce manager oh 122016 052016 33 reduction nonproductive agent time 600 workforce forecasted 14 million yearly contacts within 5 projection fy16 q1 savings 250000 thru allocating volume offshore reduced hours onshore 46 17 million saved annually saved 114 million annually 30 performance improvement launched three tmobile stores net revenues 600000 annually volunteer work communijessicawide outreach activities bluestem ecommerce workforce planning manager pennsylvania 0715 1016 managed onshore team five 5 workforce kronos analysts seven 7 qualijessica assurance analysts ensure optimum deliverables account management along two 2 reporting analysts supervised realtime team four 4 two 2 onshore locations maintaining intraday allocation budget achieve various service level objectives sales customer services queues forecasted 14 million yearly contacts hitting within 5 projection onoffshore within budgeted target 7 24 setting ensure contractual compliance volume penaljessica avoidance allocated forecasted offshore budget fy16 q1 vings 250000 reduced nonpro 23 thru q1 savings nonproductive time 33 schedule optimization 600 workforce onshore facilitated 14 weekly forecast meetings clients keep abreast impacts 1 billion projected forecast assumed leadership point contact absence absence executive management developed coached team members departmental crosstrain crosstraining ensure business continuijessica lead creation revision non existentoutdated departmental sops workforce kronos qa provide consistent guidelines training materials resulting 16 departmental manpower reduction 100000 annual savings modified hours operations reduced onshore hours 46 saving 17 million annually boosting employee morale managed team four 4 enterprise schedulers along six 6 indirect support realtime staff offshore 7 24 managed workforce department aloricas 1 client directv planned capacijessica respective nine 9 sites operation raining teams meet client expectations 2000 workforce analyzed monitored reported staffing assumptions clients call volume headcount requirements shrinkage attrition handle time goals provided recommendations ensure optimal financial impact organization developed detailed staffing plans line business ensured consistent achievement 30minute interval compliance requirements adjusted manpower needed simulated impact proposals client expansion including opening new sites recommended action staffing improved workload balance nine 9 sites thru allocation adjustment seven 7 lines business directed maintained weekly best practice client calls seven 7 lines business ensure team depart adequate training resources succeed within roles hosted daily workforce operations conference call validate resources performance deadlines deliverables meeting contractual kpis seven 7 lines business ebay enterprise ecommerce workforce specialist wfm florida 1111 1214 received spot award director workforce planning business intelligence included bonus leadership within roup transitional period within organization resulting 40 departmental manpower reduction ensured optimum intraday staffing performance 4 onshore locations 5000 workforce drive cost savings 7 7 24 setting offshore support administered real time monitoring relates queues occupancy service level handle time schedule adherence interfaced center management central operations regarding factors may impact staffing service levels assisting coordinating business activities achieve 90 adherence workforce target prepared hosted reported webx daily teleconference meeting enterprisewide review previous days performance current future days plans staffing trends expected volume marketing campaigns ensure readiness 100 clients 12 verticals constructed daily impact summaries service level performance related realtime account management reforecasted managed intraday call volume trends ensure effective efficient workload along adjusting intraday workforce requirements based changingdynamic forecasts 20 million contacts annually trained new current team members sops using authored materials along updating current materials volunteer work bet building evacuationemergency response team communijessicawide outreach activities l kaiser permanente consultant 011112016 supervised operations project readiness preparation implementation telecommunications customer service systems call centers ranging 15100 employees including monitoring review performance metrics workforce adherence achieve client expectations integrated senior management staff duties national customer service claims management center existing operations corporate headquarters saving 114 million year 30 performance improvement recruited managed trained employees developed implemented policies procedures marketing customer service strategies client specification satisfaction launched three 3 tmobile authorized dealer wireless stores net revenues 600000 annually managed client accounts identified business development manage opportunities b2b maximizing market share increasing profits maintaining client retention promote business continuijessica drive cost savings charrette event facilitation planning including contract negotiations offsite coordination 1 million budgets campaigns utilizing interactive intelligence coming budget promoted publicized clientele arrangement international venues including speaking engagements lectures tours using social media marketing campaigns optimize budget stream global services bpo wfm intraday operations analyst 011 011 supervised intraday workforce management operations staff 10 two 2 onshore centers including scheduling staffing recruiting hiring training performance reviews qa provide optimized support center kpis chaired weekly team meetings qualijessica work product clientele microsoft hp deutschbank gateway comcast symantec including providing premium customer service technical support reported daily metrics help desk performance measurements kpis clientele multisites ranging 4001400 employees including volumes averages deviations promote contractual agreements leveraged workforce intraday basis adjusted manpower realtime according contractual stipulations current performance volumes trends cocreated cochaired streams values committee stream universijessica established workforce development lower attrition still effect today skills account management b2b balance budgets budget business development business intelligence contract negotiations clientele client clients customer services customer service ecommerce executive management senior management financial gateway help desk hp hiring kronos leadership director marketing market materials meetings enterprise optimization performance reviews policies proposals speaking qualijessica qa qualijessica assurance realtime real time recruiting reporting sales scheduling specification staffing symantec technical support telecommunications training materials