jessica claire montgomery street san francisco ca 94105 555 4321000 resumesampleexamplecom professional summary resultsoriented supervisor diverse background management customer service dedicated providing excellent customer service making operational procedural improvements core qualifications database knowledge odbc avaya cms call center metrics calculations workforce management systems iex totalview project management ms office scheduling forecasting inbound outbound contact centers experience 022014 current business analyst chicago il provide weekly monthly correlation trending regression analysis value added comments identifying key trends across departments monthly schedule generation distribution 140 employees forecast evaluate current staffing resources expected call volume trending relates tour bidding business units supported facilitate workforce management operationsstaffing meetings business units support analyze time requests sick time absences tardies departments support purpose planning 052013 022014 customer care supervisor triumvirate environmental norwood oversee components call center including staffing scheduling training employees planning assigning directing work flow audit staff performance interact practice leadership ensure call center team meeting performance requirements ensure team members acquire appropriate support training apply best skills knowledge job identify suggest improvements workflow result reduced turnaround improved customer satisfaction work achieve departmental policies standards goals provide statistical reporting call center efficiency various activities needed 112010 032013 call center supervisor emd millipore deer park wa monitored daily activities 33 customer support team members interviewed hired trained new quality customer service representatives addressed negative customer feedback immediately effectively managed departmental expenses stay within allocated budget recommended changes existing methods increase accuracy efficiency responsiveness customer service department developed implemented policies procedures process improvement initiatives improve retention rates increase customer satisfaction 071996 082010 workforce management forecasting analyst ii education 1988 community health association spokane city state maintain utilize avaya phone systems utilize tracking software rta ensure staff adhering schedules prepare produce work volume staffing forecasts daily weekly monthly quarterly annual basis work groups comparative data results vs forecasts identify opportunities improvement recommend solutions provide workforce managementaspect wfm scheduling load balancing requirements work peaks valleys create reports historical data forecasting results applicable systems analyze data offering make recommend solutions implementation analyze develop recommendations forecasting scheduling using aspect wfm create weekly staffing requirements work group update maintain operations call volume patterns accurately validate forecasting methods utilize staffing requirements call center schedules determine required staffing levels ensure meeting operational commitments create integrated database tracking tools staffing shrinkage patterns vacation sick training etc optimize staffing forecasts maintain holiday patterns forecasts ensure effective coverage holidays diploma general studies proviso west high school hillside il diploma general studies proviso west high school hillside il 1984 1988 professional affiliations accomplishments call center management experience extensive workforce management experience proficient customer account software dedicated process improvement customer relationship management software crm devoted data integrity strong problem solving ability skills staffing operations scheduling training aspect avaya basis database forecasting forecasts load balancing solutions satisfaction budget customer service customer support increase process improvement receptionist retail sales service department regression analysis audit work flow workflow call center management call center metrics cms content management system crm customer account customer relationship management data integrity lex metrics ms office odbc problem solving project management relationship management