With over 5 years of increasing experience in Real-Time Analysis, Scheduling and most recently as a WFM Planner being meticulous and data-driven, with a proven track
record of matching personnel to service level objectives while optimizing usage. Skilled in forecasting, shift strategies, FTE analysis, seat planning and schedule optimization, focused on bringing order to intricate processes, influencing proactive planning strategies and working across departmental boundaries to meet business objectives as well as promoting agent engagement. Experience with WFM systems/tools such as NICE IEX, Genesys Legacy, Genesys Cloud, WokforceCx and Alvaria WFM to name a few including Excel and Google Docs/Sheets. A keen sense of identifying trends and approaching with a hybrid of Qualitative and Quantitative analysis while utilizing forecast models such as Time Series Analysis and some experience with Erlang models.
