At Spectrum Charter Communications, Inc., I reviewed contact-volume, AHT, FTE, and staffing forecasts to validate accuracy and assess site-level staffing attainment. I also monitored real-time call statistics and schedule adherence with Workforce Management teams.
I developed intraday service-level and occupancy analyses to identify events affecting customer-care performance. I also developed processes, tools, training materials, and curricula for new and existing lines of business.
Earlier, at One Touch Direct, I supported call-center agents through scheduling, training, and task coordination, and prepared reports using Avaya CMS, Vantage Point, and Microsoft Excel. My experience also includes workforce planning, reporting, and operational support at Spectrum, and security work with the Transportation Security Administration.
