Workforce Real Time Consultant
PSCU
Total years of experience :4 years, 10 months
Workforce Real Time Consultant 04/12 - 05/13
PSCU - St Petersburg, Florida
* Coordinated current day Contact Center staffing to improve efficiency and productivity.
* Allocated resources to ensure service level, occupancy and utilization standards are achieved.
* Supplied management with timely and accurate service level and other performance or staffing variance reporting intra-day, daily, weekly and monthly.
* Accumulated, managed and presented information pertaining to the Operations Division while using the appropriate hardware/software.
* Scheduled off-line activities, Coaching, meetings, events and special projects as service level performance allows.
✓ Defined, developed, omitted or streamlined processes.
✓ Developed and carried on presentations to improve internal and external communications.
✓ Designed assisting tools to simplify operation of the department.
Project Manager / Workforce Coordinator 11/11 - 4/12
FIS - St Petersburg, Florida
* Managed and collaborated with a team of Escalation and Quality Representatives.
* Monitored intraday performance and the production process to ensure optimal collaboration between the different teams and deliver first class, professional customer service to the public and a high quality front line service to the valued clients while maintaining contractual obligations.
* Oversaw training of the workforce team during department changes.
* Retained clients using interpersonal skills and improvement agendas.
✓ Exceeded expectations by meeting service level matrix while forecasted to miss target for the quarter for three consecutive quarters.
✓ Recognized by department's director to have affected the morale of the team positively during a very challenging time.
✓ Was named "the Jack of all trades" by colleagues as I wore many hats and played different rules as needed to help with the spin-control during times of merges and changes.
Workforce Analyst 08/08 - 11/11
FIS - St Petersburg, Florida
* Maintained Staffing Analysis report to identify projected staffing and scheduling needs to achieve daily and monthly service level standards.
* Monitored intraday performance of call center. Provided real-time feedback to organizational leadership to ensure awareness of trends and correct times for coaching and special projects
* Analyzed and charted data, prepared research reports, created and delivered client presentations offering short and long term recommendations based on current trends
✓ Started as an intern and was hired few weeks after for exceeding expectations.
✓ Received a STAR award for best customer services. Nominated by internal customers.
✓ Acted as the primary point of contact for the call center to receive suggestions and deliver goal oriented plans.
Bachelor of Science in Civil Engineering - BSCE - University of South Florida, Tampa, FL 05/2008 Accomplishments: ✓ Total credits 199 (Acquired 68 more credits than required for the degree.) ✓ GPA 3.05 ✓ Capstone in Water Resources @USF - Tampa, FL
✓ Capstone in Transportations @ Alexandria University - Alexandria, Egypt