Angela D. Sinesh
Workforce Management
Edmond,OK
Summary
Dynamic leader in call center management recognized for developing robust staffing and capacity models to enhance operations. Expertise in hiring and talent management facilitates the identification of high-potential candidates, fostering their development into future leaders. Committed to driving team performance through effective coaching and strategic workforce planning, ensuring optimal service delivery and customer satisfaction. Proven track record of implementing innovative solutions to boost productivity and streamline processes in fast-paced environments.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Workforce Planner
Hertz Corporation
Oklahoma City, OK
01.2020 - 01.2026
- Analyzed historical data to forecast demand and inform scheduling decisions for various departments.
- Collaborated with cross-functional teams to align workforce plans with business objectives and project timelines.
- Forecast call volume and created distribution of call volume on a daily/monthly and yearly distribution
- Trained staff on scheduling systems and best practices, enhancing team productivity and engagement.
- Managed and reported on business partner invoices and purchase orders.
- Created an Excel file that would pick up the key variables to determine what inputs changed in our partner's capacity plans. This allowed us to question our business partners inputs.
- Served as SME for IEX.
Customer Service Manager
MD Building Products
Oklahoma City, OK
12.2017 - 09.2019
- Coach and develop the Customer Service team of 8 to provide an exceptional customer experience through quality call monitoring, easily accessible product information as well as efficient process and procedures to ensure productive call handling.
- Project team member for the implementation of a complete corporate phone integration.
- Develop and oversee report creation to contain and monitor work completed by the Customer Service Team from multiple platforms including inbound, outbound call volume (Mitel), Chat (Tawk.to), website form response (corporate website), email response, order entry (Oracle)
- Create and Develop a New Hire Program for the Customer Service Department that included multiple department participation.
- Solely responsible for the Customer Phone Experience from IVR options to call routing to outgoing messages and contingency planning.
- Manage partnerships with all customers from small hardware stores to Giants such as Lowes, Home Depot and Menards.
- Developed a maintained strong working relationship with Distribution, Production, Marketing, Finance, Purchasing and the Canadian branch. The goal for all being on time and in full deliveries to our customers.
- Repurpose and manage Pricing position to manage price list for all customers and communicate with customers when pricing is not accurate. Ensuring that all invoices are paid in full based on current pricing and promotions.
Workforce Management Supervisor
One Gas
Oklahoma City, OK
10.2016 - 12.2017
- Supervise and develop 8 team members to reach KPI measurements on a monthly and yearly basis. Develop yearly metrics for each team member and monitor performance.
- Provide coaching and development plans for team members to reach provided expectations from business partners within the One Gas organization.
- Develop and oversee Call Forecast and Staffing Models in the 3 divisional offices of One Gas, including Kansas Gas Service, Oklahoma Natural Gas and Texas Gas Service. This includes not only the phone staff but the Accounting, Credit and Collections and Cash Processing Teams within each site. These Call Forecast and Staffing Models are used to create and update Labor Budgets at quarterly and annual intervals.
- Develop and recommend new hire plans to each divisional office for One Gas to respond to changing call volume forecasts and fluctuating headcounts due to attrition and promotions to other departments within the organization.
- Contribute to the optimization of self service via the IVR and websites for One Gas to reduce call volume to the front-line employees.
- Manage vendor partnerships and contract compliance regarding call forecast and staffing levels.
Scheduler
Williams-Sonoma
Oklahoma City, OK
01.2003 - 10.2016
- Responsible for researching the impact that business decisions will have on the forecasting and staffing of the call center. Creating and presenting “what if” scenarios in staffing models, allowing the Strategic Team to make more informed decisions.
- Responsible for staffing, call forecasting, and providing guidance for seasonal hiring and releasing process of 400+ associates. Worked closely with HR to provide hiring numbers, timelines and schedules for seasonal employees.
- Employee morale was suffering, and employees wanted a better work/life balance. We implemented two programs the seasonal schedule changes to provide the associate a better schedule for 3-6 months of the year until a better schedule became available, and the birthday off program which allowed associates to be off on their birthday. Resulted in more positive feedback throughout the year.
- Associates were coming to the floor with little to no knowledge of how to manage their schedules. Developed and presented new hire presentations to new hire classes. New Hire associates could use all options available to them to create their own work/life balance.
- Critical employee information was scattered, unclear and hard to find. I worked with HR, IT, Facilities and Workforce Management to develop a program that would allow Leadership to provide all needed information in one spot for all departments to access. Improved accuracy and timeliness of change to personnel records.
- The time off process was not transparent to the associates leaving the time off request a stressful process. I partnered with IT and Database Analyst to create a site that would allow the associate to request, edit and decline time off. Associates were given a quicker response or notified that their request is still being processed. This allowed associates to request other dates that may give them a better chance at getting the days off they desired.
Education
Some College (No Degree) -
Oklahoma Community College
Oklahoma City, OKEdmond Memorial High School
Edmond, OK05.1993
Skills
- Advanced in Excel
- Expert in eWorkforce Management (Aspect Scheduling software)
- System Admin for IEX
- Expertise in analyzing call center performance metrics
- Workforce data analysis
- Experienced Capacity Planning
- Data collection & research
- Cost analysis
Certification
Google Certified in Foundations: Data, Data Everywhere iss. Sept 2024 (cred id: 10Z1IGQP7U4)
Timeline
Workforce Planner
Hertz Corporation
01.2020 - 01.2026
Customer Service Manager
MD Building Products
12.2017 - 09.2019
Workforce Management Supervisor
One Gas
10.2016 - 12.2017
Scheduler
Williams-Sonoma
01.2003 - 10.2016
Some College (No Degree) -
Oklahoma Community College
Edmond Memorial High School