Cassandra Puddy
Wendell,NC
Summary
Ambitious, results driven Workforce Management Engineer with over 10 years of solid workforce optimization (WFO) installations, integrations, consulting, and training. Facilitate discovery sessions to update design documents to be used for client system configuration. Document requirements based on business application design session outcomes. Transition clients from premise based to SAAS infrastructure. Upgrade clients from Verint Versions 15.1 and below to 15.2 latest release. Train clients on WFM, modules for Verint, Nice, Calabrio and Aspect. Consult clients on WFO best practices. Develop customized training plans based on client’s requirements, level of expertise and communicated focal points.
Overview
21
21
years of professional experience
Work History
Contact Center Solutions Consultant
HCL/Google Contractor
01.2021 - Current
- Provided leadership and guidance to facilitate seamless onboarding of over 20K Verint 15.2 users
- Conducting Business Application Design Sessions to gather client requirements for upcoming Verint implementations
- Customized Verint 15.2 to meet client's requirements and align with business application design specifications
- Demonstrate expertise in resolving issues across multiple Verint modules, such as Forecasting and Scheduling, User management, System Management, Tracking, Integration servers, Request management, and Interactions.
- Facilitate Verint WFM 15.2 training sessions covering Workforce Management, Performance Management, Reporting, Application Administration, Strategic Planner, and User Management.
- Ensured successful user acceptance testing and determined go/no go decisions based on outcome.
- Developed comprehensive Verint user guides and concise training clips for ongoing client support
Workforce Optimization Principal Engineer
TTEC
03.2019 - 01.2021
- WFO Engineer responsible for providing clients with assistance and expertise in Verint 15.2 upgrades and new installations across SAAS and premises-based environments.
- Conducted requirement gathering sessions with client to design business applications for future implementation
- Successfully set up Verint 15.2 based on client specifications and adhered to business application design documents.
- Created quality forms via Forms Designer according to clients' present and future requirements.
- Trained users on a range of Verint software including Workforce Management, Quality Management, Forms Designer, Performance Management, Reporting and User Management
- Provided instruction to users in the utilization of Calabrio and Aspect Workforce management
- Delivered reliable technical support for Verint end users after implementation and upgrades.
WFM Business Partner
conduent
09.2018 - 03.2019
- Implemented process improvements to enhance the performance of local and global WFM Teams
- Achieved staffing attainment results for all client Line of Businesses (LOB)
- Successfully guaranteed the proper staffing of 4500 advisors in a multi-site AHA environment through effective scheduling using Aspect.
- Developed process and procedures for Intra-Day and Scheduling and Planning teams, aligning them with client requirements to achieve staffing attainment (SA)
- Led daily and weekly collaboration sessions with site directors to optimize staffing levels and mitigate SA penalties
- Communicated collected and analyzed performance data to senior management and vendor manager, highlighting daily and weekly variances in forecast.
Principal Workforce Management Analyst
Oracle
Columbia, Maryland
02.2017 - 09.2018
- Operated as WFM Global Scheduler for 1K+ food and beverage and hotel help desk engineers
- Cited repercussions of planned and unplanned maintenance and outages, introducing recovery strategies
- Led the coordination of daily conference calls with managers for the purpose of analyzing ASA and staffing data, offering recommendations to achieve or exceed Service Level Agreements.
- Produced and optimized monthly schedules for two technical groups of over 1,000 help desk engineers.
- Implemented a streamlined agent time off process for technical teams, enhancing efficiency and reducing administrative burden.
WFO Consultant and Trainer
SERVION GLOBAL SOLUTIONS
Princeton, New Jersey
09.2015 - 02.2017
- Developed and implemented Verint WFO solution as primary consultant
- Facilitated onsite and remote discovery sessions as needed to document and complete business application designs documents
- Facilitated ongoing client meetings to discuss status of project timelines
- Configured, and test WFO suite for call center implementations
- Documented and made recommendations on lessons learned to technical team for future improvements
- Integrated telephony systems Aspect and Cisco based on client's solution.
Workforce Management SME 3
Netvision Resources Inc.
Chantilly, Virginia
11.2011 - 12.2016
- WFM Project Lead on the Social Security Administration’s (SSA) Citizen Access Routing Enterprise 2020 (CARE2020) project team
- Trained 300+ managers on User Management, eLearning, Forecasting and Scheduling, Quality Management, Scorecards, Reporting and Coaching modules
- Facilitated UAT, documenting results for go no-go decisions
- Defined the scope of work necessary to allocate more Workforce Management resources to effectively accomplish goals of the CARE2020 project
- Effectively managed and addressed Verint-related technical support inquiries as the team lead.
- Managed transition of telephony system from Aspect to Cisco.
Manager, Workforce Management
Vangent, Inc. (General Dynamics)
Greenbelt, Maryland
10.2008 - 11.2011
- Contributed to the successful implementation of six call centers for the 2010 census by overseeing their setup and operation as a key member of the US Census Decennial Response Integrated Systems (DRIS) initiative
- Managed performance for 3K agents across multiple sites
- Developed 2010 inbound call volume forecasts, scheduling requirements, and agents' shifts for a 24x7 operating schedule
- Attained 97% agent schedule adherence through collaboration with site WFM teams and site management
- Developed off-phone activities across all sites, improving off-phone shrinkage to 24% against a 25% budget
- Generated 100% award fee on $75M budget by achieving Census Bureau project SLA
- Granted $5K Spot Recognition award for surpassing expectations while launching and expanding WFM teams
- Selected to train and mentor 75 sites and central WFM analysts
- Worked with telephony team to ensure seamless integration with Aspect phone system.
Area Operations Manager
COMCAST CABLE
Manassas, Virginia
11.2005 - 09.2008
- Managed a team of 8 command center analysts and 3 call center vendors’ activity to ensure all SLAs were attained
- Developed and managed operations strategies to align with customer product/service delivery objectives
- Monitored performance of 375 in-house and 175 outsourced multisite agents
- Achieved 2008 Regional Recognition Award for consistently forecasting call volume within 3% accuracy each year.
- Created the $28M operations capacity plan, establishing short and long-term system goals based on regional requirements
- Received the 2008 Comcast Leadership Award.
Workforce Management SME
USA TODAY
McLean, Virginia
03.2003 - 11.2005
- Developed call volume forecasts and staffing requirements with attention to detail
- Ensured adherence of Customer Service Professionals while identifying and addressing potential issues.
Education
High School Diploma -
Rocky Mount High School
Rocky Mount, NC06-1989
Skills
- System integrations, consulting, and training
- Discovery sessions and design document updates
- Upgrading clients to Verint Versions 152
- Consulting on WFO best practices
- Customized training plans
- Verint configuration and modeling
Qualifications Summary
Ambitious, results driven Workforce Management Engineer with over 10 years of solid workforce optimization (WFO) installations, integrations, consulting, and training. Facilitate discovery sessions to update design documents to be used for client system configuration. Document requirements based on business application design session outcomes. Transition clients from premise based to SAAS infrastructure. Upgrade clients from Verint Versions 15.1 and below to 15.2 latest release. Train clients on WFM, modules for Verint, Nice, Calabrio and Aspect. Consult clients on WFO best practices. Develop customized training plans based on client’s requirements, level of expertise and communicated focal points.
Professional Development
- Aspect eWorkforce Management
- ICMI: Call Center Forecasting Three-Part Series: 1) The Fundamentals of Success, 2) Steps to Greater Accuracy, 3) Effective Approaches and Tools
- Cisco IPCC: Advanced Reporting and Enterprise Advance Scripting Certifications
- Praizion Media: Project Management Body of Knowledge (Sixth Edition)
- New Horizons Classroom Learning: Microsoft Office Project 2007 Level 1 & Level 2
- Verint: v11 – 15.2 Workforce Core Forecasting & Scheduling, Advanced Forecasting & Scheduling, Ad hoc Reporting, Performance Management Scorecards, Interactions and Quality Monitoring, Applications Administration, Forms Designer, Unified User Management, Speech Analytics, Desktop Analytics, Strategic Planner
Timeline
Contact Center Solutions Consultant
HCL/Google Contractor
01.2021 - Current
Workforce Optimization Principal Engineer
TTEC
03.2019 - 01.2021
WFM Business Partner
conduent
09.2018 - 03.2019
Principal Workforce Management Analyst
Oracle
02.2017 - 09.2018
WFO Consultant and Trainer
SERVION GLOBAL SOLUTIONS
09.2015 - 02.2017
Workforce Management SME 3
Netvision Resources Inc.
11.2011 - 12.2016
Manager, Workforce Management
Vangent, Inc. (General Dynamics)
10.2008 - 11.2011
Area Operations Manager
COMCAST CABLE
11.2005 - 09.2008
Workforce Management SME
USA TODAY
03.2003 - 11.2005
High School Diploma -
Rocky Mount High School
Similar Profiles
Cassandra PuddyCassandra Puddy
Contact Center Solutions Consultant at HCL/Google ContractorContact Center Solutions Consultant at HCL/Google Contractor
Rajesh R AirsangRajesh R Airsang
Google Nest -HVAC Products-Firmware Lead at Google Inc USA, HCL Technologies LtdGoogle Nest -HVAC Products-Firmware Lead at Google Inc USA, HCL Technologies Ltd
JUDE LaibhenJUDE Laibhen
Trust & Safety New Associate at Accenture Inc (Google-Contractor)Trust & Safety New Associate at Accenture Inc (Google-Contractor)