faye User

I am a workforce management professional with extensive experience building forecasts, optimized schedules, and capacity plans for omnichannel, multi-site contact centers. I specialize in translating complex data into actionable staffing strategies using tools like Erlang, SQL, Power BI, and Tableau.

At ETrade (Morgan Stanley) I provide high-level strategy guidance on FTE utilization, develop supplemental forecast models, and redesigned a multi–business-unit PTO bidding process to improve long-term planning and agent satisfaction. At Backcountry.com I led staffing strategy reviews, administered workforce platform configurations, and optimized schedules to meet service level and abandonment targets.

I bring strong written and visual communication, focus and time-management, and hands-on experience with workforce and contact-routing systems to collaborate across departments and deliver measurable efficiency and service improvements.