Carrie Ward

Updates schedules to ensure WFM system is able to provide statistical staffing requirements based upon current staffing availability.
Build and maintain strong, ethical relationships remotely
Flexible work schedule including evening and weekends if needed
Maintain SLA (service level agreements) by using NICE IEX, Avaya CMS to adjust skilling
Use WFM tools to schedule assignments and absences, meetings, and other schedule exceptions-real-time adjustments
Intraday reports sent out with regard to our results achieved
Adept interpersonal communication skills
Monitor and react to fluctuations in call volume as they occur to restore service levels as quickly as possible
Perform root-cause analyses to determine and quantify reasons for forecast variance and recommend changes to enhance forecast accuracy
Collaborate with Leadership on identifying opportunities to further optimize our workforce
Currently monitoring 48 queues with 495 agents

• Supervise the work of customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed.
• Interview and recommend hiring and promotion of contact center staff, through partnering with Human Resources.
• Develop work schedules and assign duties to direct report personnel to ensure efficiency.
• Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources.
• Discuss job performance concerns with employees to identify causes and issues and work closely with the Human Resources on resolving problems.
• Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.
• Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports.
• Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports’ quality performance and trending call types, and providing coaching on a regular basis.
• Participate in meetings and recommend changes to policies and procedures.
• Assume leadership responsibility for departmental tasks and contact center activities as required.
• Support and enforce contact center expectations.
• Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
• Assist direct reports with escalated issues or cases as needed.
• Perform other duties as assigned by leadership.

• Worked in conjunction with Executive Director and Services to Armed Forces Program Manager to ensure programs/events were implemented consistently throughout region.
• Engaged in mentoring, training and leading new volunteers.
• Collaborated with Red Cross Brand Central and Constant Contact in order to solicit our need for Mental Health Facilitator Volunteers.
• Closely collaborated with project members to identify and quickly address problems.
• Set up and managed team meetings.
• Met with manager weekly to provide detailed project report and milestone updates.
• Implemented actions to mitigate risk by developing contingency and avoidance strategies.
• Monitored project progress, examined risks and set forth contingency plans.
• Developed and followed baseline project plan and milestones for task completion.
• Provided team with coaching and direction.
• Interact tactfully, effectively, courteously, and concisely orally and in writing.
• Accountable, ethical, self-motivated, friendly, adaptable, and comfortable working in dynamic and team-oriented environment.

• Excellent real time adherence monitoring, supervision and mentoring 60 technicians on call center floor.
• Managed daily operations of 10 software technicians on behalf of FAA Pilot Program.
• Trained new technicians.
• Created daily metric reports for upper management.
• Attended weekly management meetings to discuss how to enhance our daily operations.
• Established and oversaw performance targets for call center associates.
• Developed quality employees within call center to take over leadership positions.
• Created clear and effective policies governing all aspects of employee work and interaction with customers.
• Determined quality assurance benchmarks and set standards for improvement.
• Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
• Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.
• Improved customer satisfaction scores through application of superior conflict resolution and problem solving skills.
• Lead others to be positive and focused in constantly changing environment with competing priorities

• Facilitated smooth communication and successful training and mentoring of technicians.
• Key Program Manager on new project which was successfully implemented.
• Monitored and reported on outcomes/results of programs/services.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Patched software and installed new versions to eliminate security problems and protect data.
• Configured hardware, devices and software to set up work stations for employees.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
• Top ranked technician taking 100 to 150 calls per day while exceeding SLAs.
• Resolved problems, improved operations and provided exceptional service.
• Detail-oriented with exceptional organizational skills to perform job functions.