Cassandra Puddy
Wendell,North Carolina
Summary
Attentive and goal-focused brings successful approach to cultivating complex best practices to meet organizational and regulatory expectations. Detail-oriented focus on achieving expected outcomes. Enthusiastic hard worker with expertise in cultivating lucrative client relationships and implementing better processes and procedures.
Overview
21
21
years of professional experience
Work History
Contact Center Solutions Consultant
HCL/Google Contractor
01.2021 - Current
- WFM Consultant providing leadership and guidance to clients onboarding 20K plus Verint 15.2 users
- Facilitate Business Application Design Sessions with the client to gather requirements for future state Verint implementations
- Configure Verint 15.2 according to client requirements and business application design documents
- Troubleshooting different modules of Verint; such as Forecasting and Scheduling, User management, System Management, Tracking, Integration servers, Request management, SSRS reports and Interactions
- Train users on Verint WFM 15.2 Workforce Management, Performance Management, Reporting, Application Administration, Strategic Planner and User Management
- Facilitate user acceptance testing and determine go/no go decisions based on outcome
- Develop Verint user guides and training clips for client follow-up and refresher sessions
- Integrating Speakeasy telephony system.
Workforce Optimization Principal Engineer
TTEC
03.2019 - 01.2021
- WFO Engineer assisting clients with staff augmentation and technical assistance for Verint 15.2 upgrades and new installations in both SAAS and premised based environments
- Facilitated Business Application Design Sessions with the client to gather requirements for future state implementations
- Configured Verint 15.2 according to client requirements and business application design documents
- Created quality forms via Forms Designer based on clients’ current and future state
- Trained users on Verint Workforce Management, Quality Management, Forms Designer, Performance Management, Reporting and User Management
- (All versions)
- Trained users on Calabrio and Aspect Workforce management
- Developed dry run plans based on new installation designs
- Provided technical support for Verint end users after implementation and upgrades
- Integrated payroll systems such as Kronos into Workforce Management module
- Supported payroll in maintaining employee data to ensure system access and time recording methods
- Point of contact for system and access questions
WFM Business Partner
conduent
09.2018 - 03.2019
- Responsible for the continuous improvement of services delivered by local and global WFM Teams
- Ensure staffing attainment results are achieved for all client Line of Businesses (LOB)
- Guaranteed 4500 advisors were scheduled in a multi-site (4) - At Home Advisor (AHA) environment utilizing Aspect
- Developed process and procedures for Intra-Day and Scheduling and Planning teams based on client requirements to meet staffing attainment (SA)
- Interfaced with external clients regarding Forecast/Capacity Management and other WFM related topics
- Facilitated daily and weekly operation’s meetings with site directors to discuss performance to ensure sites are appropriately staffed to prevent SA penalties
- Collected and analyzed performance data to report variances in forecast to senior management and vendor manager daily and weekly.
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
- Monitored real-time global performance and made staffing recommendations based on actual vs
- Required forecasts and staffing
- Cited repercussions of planned and unplanned maintenance and outages, introducing recovery strategies
- Directed daily conference calls with managers to discuss ASA and staffing, advising how to meet or exceed Service Level Agreements
- Produced and optimized monthly schedules for two technical groups of 1K+ help desk engineers
- Initiated global offline activity reports, capturing shrinkage by category and product line
- Streamlined agent time off processes for both technical groups, developing an enterprise agent self-service request process.
WFO Consultant and Trainer
SERVION GLOBAL SOLUTIONS
Princeton, New Jersey
09.2015 - 02.2017
- Primary consultant responsible for overall development and project implementation of Verint WFO solution
- Provided management of Verint and Avaya R12 Solutions
- Responsible for WFM strategy, development, implementation and administration of network and system monitoring tools
- Facilitated onsite and remote discovery sessions as needed to document and complete business application designs documents
- Created and maintained project timeline based on client’s statement of work for new WFO installs and upgrades
- 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
- Trained client’s’ users on Application Administration, Forecasting and Scheduling, User Management, Quality Monitoring, Content Producer and Strategic Planner Modules
- 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
- Upgraded the SSA WFM technology with the entire suite of Verint WFO to improve the National 800 Number Network (N8NN) infrastructure and operational efficiency
- Facilitated client’s requirements gatherings and business applications design sessions
- Configured, and test WFO suite for WFM, quality monitoring, scorecards, eLearning, and coaching
- Trained over 300 managers on User Management, eLearning, Forecasting and Scheduling, Quality Management, Scorecards, Reporting and Coaching modules
- Facilitated UAT and documented results for go no-go decisions
- Created scope of work for additional Workforce Management resources supporting the CARE2020 project
- Technical support lead for all Verint issues and concerns
- Transitioned from Aspect to Cisco telephony system.
Manager, Workforce Management
Vangent, Inc. (General Dynamics)
Greenbelt, Maryland
10.2008 - 11.2011
- Project team member responsible for setting up 6 US Census, Decennial Response Integrated Systems (DRIS) call centers for the 2010 census
- Managed site performance for 3K agents across all sites
- Nurtured relationships with workforce management teams in each location
- Troubleshooter for staffing, scheduling, and call routing issues
- Developed 2010 inbound call volume forecasts, scheduling requirements and agents’ shifts for 24x7 operating hours
- 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
- Successfully forecasted within 3% of call volume each year, garnering the 2008 Regional Recognition Award
- 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 detailed call volume forecasts and staffing requirements
- Monitored adherence of Customer Service Professionals, identified potential issues, and made recommendations.
Education
High School Diploma -
Rocky Mount High School
Rocky Mount, NC06-1989
Skills
- Performance Tracking
- Best Practices Implementation
- Business Planning
- Management Coaching
- Operations Analysis
- Resource Allocation
- Quality Assurance
- Configuration Management
- Client Requirements Assessment
- Requirements Gathering
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
- Scheduling & Forecasting for Single and Multi-sites, Real-time Adherence, Agent Productivity, Empower/eSchedule Planner
- 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
References
References available upon request.
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
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