Jacksonville, Florida, United States
My Operations and Analytics Management expertise is at its peak when I’m challenged to accommodate clients, decision-makers, my team and various stakeholders – all at the same time. For over 20 years I've had a progression of roles utilizing automation to find simple solutions to complex problems, and I still enjoy it all. By the end of each project I have the satisfaction of knowing that I’m a valued part of it and also that I have risen to every challenge. My depth of experience spans planning strategies, time-sensitive implementations, and results measured by increased profits and improved efficiencies. It draws on finding the significant data elements hidden in a vast dataset to leverage valuable assessments and insights. The common thread throughout my career and each engagement is providing innovative solutions for clients and organizations that benefit from pragmatic leadership and value thinking on your feet. More than ever, my career is focused on finding a better way and then becoming a champion for it. My core strengths include: ► People Management ► Data Analytics ► Leadership & Teambuilding ► Business Strategies ► Vendor Negotiations ► Automation ► SQL ► MS Office ► Contact Center Technology ► Workforce Management ► Call Centers
Support and manage the daily operation of the Cisco Outbound Option dialer in conjunction with Cisco UCCE 7.x. Monitor call campaigns throughout the day and adjust call stratagems as needed to optimize customer contact. Work closely with Sr. Management to ensure all reporting needs were being meeting. Create, update, and/or change performance reporting for all Customer Contact Units. Assist with daily Eworkforce maintenance and updates including forecasting and schedule planning/management. Manage a team of MIS report developers and producers with some employees in a remote location. Review daily dialer reporting for errors as well as use the reporting as a road map for improving the processes that relate to the operation of the dialer. Support operational units provide analytical reporting as needed using MS SQL, MS Excel, MS Access and other tools. Work with the departments to design weekly and monthly campaign stratagem to meet the needs of each department as well as maintain high dialer penetration and performance standards. Create and maintain weekly and monthly inbound forecast volumes for all areas. Managed all dialer enhancements that needed to be completed at the request of the business and complete all testing and validation of those enhancements.
Responsible for a team of 36 MIS analyst. Created and Managed an Oracle DB for development and creation of reports. Work closely with Sr. Management to ensure all reporting needs were being met. Continued Responsibilities of the MIS Department Manager. Managed the time of resources on the team assigned to report development projects. Managed a team of MIS report developers and producers with some employees in a remote location. Responsible for managing a team that is creating operational and trend reporting for senior management, outside agencies, internal audit, and internal operations. Provided quality control and validation oversight of data delivered in newly developed reporting. Ensured that new reports are either automated for delivery or migrated to offshore vendor for further production. Managed and assists staff in building reporting and in obtaining requirements from requestors.
Involved in new/revised business systems, operations or processes as a result of new regulations, mergers, acquisitions, product promotions, software releases or new ways of conducting business. Create and maintain daily, weekly and monthly report decks. Utilize SQL for coding and creation of new and existing reports. Problem-solve information/operations needs and restructure/convert processes by applying knowledge of business unit operations to the development and maintenance of computerized and non-computerized systems and processes. Involved in project coordination, operations research, operations analysis, user/system liaison and/or compliance coordination for changes to business operations/systems. Designs, constructs, and maintains general computer applications software Or specialized utility programs and tools. Builds technical specifications. Managed, designs, develops, integrates and implements related application components. May design user system interfaces to enhance reporting and workflow applications. Develops and follows coding standards and best practices when developing solutions. Prepares and conducts unit tests and participates in other phases of testing. Prepares required documentation for all phases of the software development life cycle. Develops and recommends corrective actions for bug fixes, systemic issues And provides last line of support for application break-fix activities Integrates custom applications within the existing Infrastructure to create comprehensive technology solutions. Designs and creates cost effective technology solutions.