Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Affiliations
Timeline
Generic

Carrie Ward

Oklahoma City,Oklahoma

Summary

Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations specializing in building and maintaining relationships. I am ready for my next career move since my contract is on the ramp down with my current employer. Please note that my positions of employment since 2010 have been temporary contracts with the government and the state including FAA and DOD Army contracts in a fast paced call center environment.



Overview

14
14
years of professional experience
1
1
Certification

Work History

Workforce Optimization Specialist

Lincare CONTRACT
04.2024 - Current
  • Identified new opportunities for growth by staying current on industry trends and competitive landscape analysis.
  • Managed multiple client accounts simultaneously, prioritizing tasks and maintaining strong attention to detail under tight deadlines.
  • Developed custom reports to track key performance indicators, communicating results and insights effectively to stakeholders.
  • Achieved client retention targets by providing exceptional service and delivering consistent results in line with expectations.
  • Improved operational efficiency by streamlining processes and implementing best practices in management analysis.
  • Developed comprehensive reports, providing valuable insights into business performance and aiding in strategic planning efforts.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Proactively identified potential scheduling conflicts, resolving issues before they impacted service delivery or customer satisfaction levels.
  • Contributed towards business growth goals by effectively managing resources during peak periods or unexpected events impacting call volumes.
  • Optimized staff utilization by analyzing call volume patterns and adjusting schedules accordingly.
  • Boosted team morale by addressing agent concerns regarding work schedules and providing regular updates on shift assignments.
  • Provided ongoing feedback to agents about their performance metrics while offering coaching opportunities for improvement where necessary.
  • Promoted a positive work culture within the call center through fostering open dialogue and encouraging employee input on scheduling practices.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Boosted overall productivity, conducting regular performance analysis to identify opportunities for improvement in workforce management processes.
  • Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
  • Optimized resource utilization, analyzing historical data to forecast future call volumes accurately.

Workforce Real-Time Management Analyst II

Centene CONTRACT
03.2023 - 04.2024
  • Updates schedules to ensure WFM system is able to provide statistical staffing requirements based upon current staffing availability
  • 6 direct report analyst
  • Build and maintain strong, ethical relationships remotely
  • Leave management
  • 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
  • Utilize NICE forecasting software, statistical tools, and advanced Excel skills to develop accurate forecasts, automate scheduling, track performance, and generate reports

Call Center Supervisor

Cognosante Temp CONTRACT
02.2023 - 08.2023
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
  • Trained team members on performance metrics and consumer behavior identification
  • Developed process controls and metrics for daily management of call center
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning
  • Managed scheduling for agents and product specialists to foster increased productivity
  • Collaborated with training team to boost product support and certification training initiatives
  • Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
  • Facilitated regular team meetings to discuss challenges, successes and strategies
  • Supervised 23 state of CA EDD Unemployment Claims Reps
  • Executed Monthly Performance Plans with representatives to to identify production gaps
  • Production environment


SC Housing Assistance Supervisor

APEX/Guidehouse PT CONTRACT
11.2022 - 02.2023
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
  • Evaluated employee performance and coached and trained to improve weak areas
  • Worked with management team to implement proper division of responsibilities
  • Submitted documentation and reports to upper management
  • Reviewed housing assistance criteria for South Carolina residents
  • Housing Supervisor

Call Center Claims Supervisor

MAXIMUS CA EDD CONTRACT
12.2021 - 02.2023
  • Supervise work of 23 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 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 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
  • Forecasting Analysis, Forecasting Process, Forecast accuracy
  • NICE IEX experience
  • RTA
  • Experience working on Excel/Pivot tables/VLook/Area Charts/Macros
  • Experience working with Workforce Management
  • Develop and maintain key performance indicators (KPIs) related to workforce management, such as service level, average handle time, schedule efficiency, adherence, and occupancy
  • Utilize NICE forecasting software, statistical tools, and advanced Excel skills to develop accurate forecasts, automate scheduling, track performance, and generate reports

Project Manager

American Red Cross Volunteer
07.2018 - 12.2021
  • 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
  • Communicated with Stakeholders


Call Center Real Time Analyst/Floor Supervisor/WFM

CACI/L-3 Communications FAA Temp CONTRACT
05.2015 - 07.2018
  • 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
  • Analyze historical data, trends, and other relevant information to identify patterns and areas for improvement, and opportunities to enhance efficiency
  • Advanced Excel skills for data analysis and modeling
  • Knowledge of workforce management principles, operations, and industry best practices
  • Strong analytical and problem-solving skills to interpret data, develop forecasts, make informed staffing decisions and draw meaningful insights
  • Detail-oriented and organized, with the ability to handle large datasets and manage multiple priorities and tasks in a fast-paced environment
  • Collaborate with the Managed Service Provider’s Workforce Management team to align schedules with interval level forecasts to ensure appropriate coverage for different shifts, days off, and peak demand periods
  • Real-time Monitoring: Continuously monitor operational performance and metrics to recommend real-time adjustments as needed to meet service level goals
  • Develop and maintain key performance indicators (KPIs) related to workforce management, such as service level, average handle time, schedule efficiency, adherence, and occupancy
  • Propose and implement process improvements to enhance planning practices and achieve better operational outcomes
  • Assist in the training and development of staff to ensure they understand the planning processes and their roles in meeting performance targets
  • NICE IEX
  • Forecasting
  • Floor supervisor for 60 agents directly and another 40 indirectly

Army Enterprise Service Desk Technician 1

Dell/APEX CONTRACT
05.2011 - 05.2015
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks.
  • Resolved common user concerns by utilizing preset issue resolution scripts.
  • Diagnosed and resolved user system functionality issues to enable completion of desired operations.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Created user accounts and assigned permissions.
  • Installed and configured operating systems and applications.
  • Monitored system performance to identify potential issues.
  • Patched software and installed new versions to eliminate security problems and protect data.

Education

Bachelor of Science - Biology

Oklahoma City University
05.1995

Skills

  • Coaching and Development
  • Change management
  • Comfortable working in fast-paced, high-growth, global contact center environment
  • Strong organizational and prioritizing skills
  • Decision making and judgement
  • Sound judgment, critical thinking, and attention to detail
  • Translates objectives into action plans
  • Performance Management
  • Foster healthy production environment and inspire team through transparent communication and leading by example
  • Project Management
  • Call Center Supervisory
  • Call Center Quality Assurance
  • Call Center Training

Accomplishments

  • Project, Community, and Volunteer Lead (3 years)
  • Fundraising Coordinator for Abuse Refuge (2021)
  • Volunteer for Coffee Creek Riding Stable for children with challenges (3 years)

Certification

Comptia Security +

Comptia A +

ITIL

Microsoft Windows 7 Enterprise Desktop Support Technician

Invited to sit for the PMP (2023)

Affiliations

  • Project Management Institute
  • Toastmasters
  • Abuse Refuge
  • Coffee Creek Therapeutic Riding Stable
  • American Red Cross

Timeline

Workforce Optimization Specialist

Lincare CONTRACT
04.2024 - Current

Workforce Real-Time Management Analyst II

Centene CONTRACT
03.2023 - 04.2024

Call Center Supervisor

Cognosante Temp CONTRACT
02.2023 - 08.2023

SC Housing Assistance Supervisor

APEX/Guidehouse PT CONTRACT
11.2022 - 02.2023

Call Center Claims Supervisor

MAXIMUS CA EDD CONTRACT
12.2021 - 02.2023

Project Manager

American Red Cross Volunteer
07.2018 - 12.2021

Call Center Real Time Analyst/Floor Supervisor/WFM

CACI/L-3 Communications FAA Temp CONTRACT
05.2015 - 07.2018

Army Enterprise Service Desk Technician 1

Dell/APEX CONTRACT
05.2011 - 05.2015

Bachelor of Science - Biology

Oklahoma City University

Similar Profiles

CREATE PROFILE
Carrie Ward