Workforce Management/Customer Service


1546 Ann
Arbor, Dallas, TX 75216

(972) 898-2303




TECHNICAL SKILLS                                                                                                                                                    


  • Eighteen years experience as a call center workforce
    management professional.

  • System administrator for Aspect eWorkforce Management
    Software (formerly TCS) including RTA.

  • Stratasoft, FACS, Predictive Dial Manager,
    Fundamentals of Dialer Management

  • Familiar with Avaya ACD (formerly Lucent)
    including the CMS System, predictive dialer functionality, Cisco ICM (formerly
    Geotel), Route It, Nortel Symposium, Meridian Max, BluePumkin, Cognos
    Impromptu, Business Objects (formerly Crystal Reports) and DB2, IEX(Aspect to
    IEX feed Interface). 

  • General knowledge of IVR strategic
    implementation including Periphonics IVR.


AREAS OF EXPERTISE                                                                                                                                


  • WFM Implementations-Industry & Global
    Compliance/Best Practices

  • Forecasting/Staffing – Strategic Planning –
    Client Relations-RFP

  • Inventory Control – Human Resources – Office

  • Training/Development – Customer Service – Quality

  • Ability to measure
    the various call center metrics

  • Ability to develop
    and prepare dialer analysis and recommendations

WORK EXPERIENCE                                                                                                                                                   

2008-Present                                        Aegis                     Irving, TX

Workforce Management Manager (Director) (November2008– Present)

  • Acting Work Force Director

  • COPC honors course completion.

  • Managed and built all standards for WFM real
    time analyst for all Aegis sites in the US.

  • Managed enterprise-wide volume forecasting using
    Aspect eWFM for 9 call centers with 500+ people.

  • Project Implementation Manager for all Aspect
    eWFM upgrades conversions and data streams for all call centers.

  • Reorganized all call data in eWFM to simulate
    changes made with volume distribution.

  • Partner with COPC and developed best practice
    standards for WFM Real Time and Forecasting Analyst.

  • Point of contact for all Aspect eWFM questions
    among sites.

  • Ability to effectively using software and
    technology to create forecasts, calculates staffing requirements, and organizes
    schedules for the contact center operations.

  • Managed and monitored processes and reporting to
    ensure staffing goals are met and for facilitating real-time communication and
    adjustments with the operations team to optimize schedule adherence, occupancy,
    service level, and overall efficiencies.

  • Managed, implemented and maintain the workforce
    management platform at all sites.

  • Managed and implemented workforce planning for
    multiple campaigns, taking into account historical trends including show rates,
    attrition, call volume patterns, call handle time, and other key inputs.

  • Managed 29 direct reports across US (11) and
    International (18) sites.



2001-2008                                            AEGON Direct Marketing
Services                 Plano, TX

Labor Planning Analyst (March 2007– November 2008)

  • Managed enterprise-wide volume forecasting using
    Aspect eWFM for 5 call centers with 680+ people.

  • Project Manager for all Aspect eWFM upgrades and
    conversions for all call centers.

  • Reorganized all call data in eWFM to simulate
    changes made with volume distribution.

  • Set up call data feeds in eWFM during the
    upgrade for Meridian Max to Nortel Symposium.

  • Point of contact for all Aspect eWFM questions
    among sites.

  • Partner and communicate with Call Center
    Management and team to ensure that staffing is consistent despite volume
    fluctuations, schedule exceptions and system outages.

  • Partner with Call Center Management to develop
    and maintain Call
    Center reporting

  • Advise Call Center Management on capacity,
    training, and staffing needs.

  • Employ cost effective, safe and environmentally
    friendly solutions and working methods.

  • Provide proactive analysis of staff utilization
    to increase efficiencies within the business units.

  • Manage and react to real time volume patterns.
    Monitors volumes, market activities, and non-exempt employee adherence to schedules
    in order to align staff where needed.

  • Manage the tools for forecasting, staffing, and
    reporting. Ensure users are properly trained to use the system, that the system
    is operational.

  • Provide recommendations for times and attendance
    for training and other off-line activities through the use of Workforce

  • Transitioned Plano call center from a test center to a
    production center.

  • Developed and coordinated the scheduling of
    labor planning for 264 people in local call center.

  • Prepared evaluations of current programs and
    advise senior management of statistical and analytical conclusions.

  • Worked with senior management to improve
    efficiency by analyzing and recommending cost effective solutions.

  • Coordinated the implementation of new systems.

  • Maintain daily schedules in Aspect system.

  • Schedule all call center events, training, and

  • Input and update schedule exception information.

  • Create automated reports for Frontline Managers
    compliance and adherence.

  • Ensure the accuracy and timeliness of data by
    working time-off, schedule change and other requests.

  • Monitors off line activities and center
    performance then acts in order to ensure service level goals are met.

  • Manage real-time distribution of volume for 220+
    toll-free numbers across five sites and an IVR.

  • Adjust and reallocate recourses and volume as
    needed to maintain contractual service level goals.

  • Compare call forecasts with actual results to
    examine variances and proactively offer solutions.

  • Monitor staff adherence to work schedules.  Provide Team Leads with appropriate reports
    and statistics about representative schedule adherence.

  • Create reports and analyze data using Cognos

  • Make recommendations for improvement based on

  • Create script/macros that automated reports and
    distribution to end-users.

  • Helped Customer Service streamline many
    processes by using Cognos Scheduler.

  • Process month end reporting for Analytics

  • Process representative’s terminations in Symposium,
    Employee data base, and Aspect.

  • Develops strong working relationships with other
    groups within the organization to ensure efficient and effective problem
    solving and issue resolution.

Workforce Analyst (September 2005 – March 2007)

Helper (Coach) (May 2003 – September 2005)

  • Reviewed representative exceptions before
    submitting them to Labor Planning.

  • Analyzed compliance reports and coached
    representatives to improve behaviors.

  • Monitored representatives and filled out quality

  • Tracked attendance records.

  • Ran all team contests.

  • Trained 150+ new representatives on insurance
    sales and service standards.

  • Created retention and cross sell procedures for

  • Acted as interim supervisor when actual
    supervisor was out of the office.

(November 2001 – May 2003)

  • Maintained and managed customer accounts.

  • Increased client base through cross sell or up

  • General problem solving.


2000 – 2001                                         Fujitsu/ICL Retail                                               Dallas, TX

Customer Service

  • Assisted clients and provided customer service.

  • Dispatched field technicians.

  • Provided technicians with part ordering and

  • Tracked field technician’s progress on service

  • Acted as call center lead, providing floor
    managers and representatives with training and assistance.

  • Recognized as the top floor employee and best lead.

  • Trained over 20 agents on special projects.



1998 – 1999                                         Cendant Corporation                                         Dallas, TX

Privacy Guard Expert

  • Sold credit card services to existing company

  • Maintained customer accounts.

  • Increased team retention by 15%.


1997 – 1998                                         Green Flag USA                                                  
Dallas, TX

Update Specialist

  • Tracked status for all Ryder commercial truck

  • Obtained replacement trucks if needed.

  • Confirmed all information with drivers and
    Ryder’s main office.

  • Dispatched mechanics.

  • Assisted in improving client satisfaction.



1999-2001                            National Education
Center                                                             Garland, TX

  • Associate of Business-Information Systems Minor

2001-2002                            Cedar Valley
Community College                                Dallas,

2010-present                        University of Phoenix                                                      Irving, TX

  • Currently Working toward Bachelor's Degree in Business
    Administration and MBA
    expected completion 2015



  • ID#: 66204
  • Location: Dallas, TX , 75216

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