Coordinate the operations of a 150 seat in-bound/outbound call center with the use of workforce management tools, that includes analyze and evaluating daily and real-time call volume in order to meet established service levels goals.

COMPANY	POSITION HELD	DATES WORKED
(Confidential)	(Confidential)	5/2000 - Present

SCHOOL	MAJOR	YEAR	DEGREE
• Madison Area Technical College	Mechanical Design	1984	Associate Degree

Highlights:

•Developed and implemented the telecommuting program which increased agent productivity by 14% •Exceeded the abandonment rate goal by 25% through the development and implementation of a forecasting vs. projected call volumes staffing model

Companies I like:

Fleet related

P&L responsibilities
Presentation
Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts.
Technology Solutions
Sales Support
Software Implementation
Requirements Analysis & Specification
Leadership

• Call Center Coordinator
• analyst
• scheduling

• Increased productivity by 3% through the coordination of a project team that identified application outage issues resulting from a system upgrade which resulted in a Commercial Finance Impact award in 1st quarter 2008 for Outstanding Team Work • Identified and participated on a project team to update the current telecommuting software to ensure stability in our remote workforce while maintaining optimal service levels which resulted in a Commercial Finance Impact award in 3rd quarter 2007 for External Focus