Don Hasey

Monitored real-time queue activity and ensured adequate staffing levels to meet service level agreements. Processed bi-hourly reports, assisted with payroll and scheduling, and provided training to new workforce team members.

Processed hourly and daily interval reports, managed time off and overtime requests, and monitored queue activity to ensure optimal staffing levels. Worked closely with operations to process special accommodations.

Processed hourly and daily interval reports for various clients, monitored staffing for multiple accounts, and ensured customer advisors were properly skilled to handle call volume.

Supervised support desk analysts for multiple clients, processed productivity statistics, and ensured premium support delivery. Conducted quality assurance audits and generated payroll reports.

Managed service tickets for the IBM/XPO Logistics program and provided general support to vendors performing service requests. Communicated with end users verbally and electronically.

Processed daily productivity reports, provided stats to site director and operations, and ensured staffing levels were sufficient. Monitored agent productivity and maintained payroll and vacation data.

Provided tech support and general information on supported products and services. Maintained customer records and processed billing for services offered.

Assisted the scheduling department with the production and generation of schedules for multiple programs supported by HGS Canada.

Graduated from Dr. John Hugh Gillis Regional High School in June 1998.

Earned the HDI Helpdesk Analyst certification.