Greater St. Louis
Over a decade of experience in Workforce Management/Call Center field. Advanced skills in Excel, IEX, and CMS. Excellent analytical skills with a focus on process improvement, root cause analysis, and data-driven research.
•Pioneered the Workforce Management (WFM) department as its sole member, overseeing WFM processes such as daily forecasting, scheduling, intraday adjustments, analysis, and strategic planning for 17 departments with over 200 support agents across the US and India •Adapted to global market demands by transitioning the support model to 24/5 coverage across multiple channels, including chat, email, Zoom conference calls, and phone support. •Engineered from scratch, without traditional WFM software, comprehensive solutions for forecasting, scheduling, real-time monitoring, and reporting -Developed a versatile weekly scheduling system in Google Sheets, accommodating individual activities (e.g., chat, meetings) and adjusting for dynamic FTE requirements based on an integrated forecast -Created a dynamic, live graphical dashboard in Google Sheets for real-time adherence tracking, leveraging data imported from Salesforce to compare scheduled vs. actual agent activities. -Crafted a historical adherence tool providing detailed interval-level insights, adherence scoring, and a visual representation of time allocation per team/agent within Salesforce Omni Presence. •Revolutionized service delivery by implementing blended queues in Salesforce, merging case and chat functionalities into a unified status •Enhanced workforce specialization and compliance by designing a sophisticated skill tracking grid in Google Sheets. •Led the design and implementation of a WFM-oriented Tableau dashboard, offering granular insights into performance metrics such as volume, average speed of answer, and time to first response, compensating for the lack of traditional intraday dashboarding tools •Serves as the WFM domain expert, collaborating closely with the internal development team on the creation of a bespoke, integrated WFM/scheduling solution, guiding feature development, interface design, and system integration, while providing detailed feedback on usability and system performance.
• Subject matter expert and leader of team focused on meeting daily call center goals/metrics and predicting and preparing for long term staffing needs for a wide variety of health plans, some of which operate 24/7, containing over 400 FTE and over 1 million calls annually. • Provide guidance and statistical analysis for all executive leadership. • Gather and present data on a range of topics including historical call analysis, trend analysis, intervention planning, call flow research, and many other topics in a straightforward, easily understood manner. • Create process and technological solutions for unique WFM challenges such as: ◦ A custom Sharepoint ticketing system for use by Operations to submit requests to the WFM team. ◦ A flexible inbound/outbound call center staffing model within Excel to determine monthly staffing needs for processing Health Risk Assessments of over 20 health plans. ◦ Fully automated Excel staffing gap calculators to quickly determine call center staffing needs and intervention decisions (Overtime, Vacation, Shift Adjustments, etc.) ◦ Custom Skilling Grids for all clients/departments. ◦ An interactive dashboard to quickly and easily display daily data for one or many health plans at the same time to allow for instant analysis of call statistics. ◦ A goals projector that determines if a call metric is achievable for any health plan based on values for the month thus far. ◦ A process-filled knowledge database for the WFM team to assist in their daily duties and reduce risk of knowledge gaps in the event of staff turnover. • Interdepartmental communication with the Product Manager by providing expertise on Telecom implementations/adjustments to verify calls are routed correctly and data is recorded within the call center systems. • Work with direct reports on real-time analysis, ticket processing, and communication with Operations.
• Point of contact and subject matter expert for executive leadership regarding call center workforce operations for multiple groups including an inbound/outbound health risk assessment team, a patient health coaching team (clinical and non-clinical), and an internal translation services team. • Planned, executed, and implemented a full suite of improvements for a newly integrated client, Disease Management. ◦ Increased the Service Level from ~65% to over 80% within 2 months ◦ Customized adherence reporting within Excel to verify FTE’s were being productive. ▪ Capable of reallocating specific types of recorded activities into different categories and recalculating adherence scores for individual agents for Operational use in coaching and training. ▪ Allowed Operations to focus on problematic agents and create a more efficient working environment. • Provided scheduling, call type skilling, and analytical support for ~350 employees spread out across over a dozen teams specialized in coaching patients with health challenges. ◦ Created a skilling grid with automated tallying abilities to track inbound call abilities for each agent across over 500 possible skills/call types. • Used provided health plan membership information to forecast file size expectations for an inbound/outbound call center which in turn is used to calculate staffing requirements for each month. ◦ Forecast used by Operations and Finance to determine staffing needs for up to two years. • Analyzed call trends, requirements, expectations, and historical data to provide suggestions for operational teams.
• Provided real-time coverage exclusively for the Outreach Call Center while working closely with the Workforce Analyst responsible for the department. ◦ Made intraday and future schedule adjustments to address issues ranging from break/lunch optimization to complete overhauls of a site's schedule patterns. ◦ Issued reporting on a scheduled and ad hoc basis. • Worked closely with the Project Coordinator to clarify daily concerns or plan for future activities. • Planned, presented, and implemented a complete overhaul of Outreach department Health Risk Assessment file coordination. ◦ Before implementation, projects would commonly require extensions or would miss the deadline entirely, causing financial impact to the operation in the form of fees and overtime. ◦ After implementation, projects were completed on schedule nearly 100% of the time. ◦ Dynamic ordering of files based on due date and the amount of outbound calling attempts required, per project.