Charles James

Real-time support at Toyota Finance: Provided support for various tasks including compelling absence, modifying profiles, and skilling changes or department changes.

• Generated reports detailing findings and recommendations.
• Proficient in data analysis: Utilized ad hoc requests to compile and analyze data, ensuring accurate and timely reporting.
• Proficient in SharePoint: Exported data from SharePoint to generate compelling absence reports.
• Developed comprehensive knowledge base for easy access by all team members, significantly reducing onboarding
• Utilized Microsoft Teams to communicate with the line of business daily, performing tasks such as updating agent schedules, profiles, and scaling, and answering general questions regarding attendance, service level, calls in queue, and agent status.
• Generate and distribute daily service level reports three times a day to line of business and Workforce Management leaders, providing current service level volume, abandonment percentage, average handle time, and forecasted numbers.
• Collaborated with the SOAR team to verify the accuracy of service level report files before running the reports.- Provided troubleshooting support for the service level report, ensuring proper functioning of macros.
• Provided troubleshooting support for the service level report, ensuring proper functioning of macros.
• Ensured accuracy of service level reports through meticulous attention to detail and thorough troubleshooting.
• Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
• Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
• Boosted team morale and productivity through effective leadership and clear communication.
• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
• Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
• Learned and adapted quickly to new technology and software applications.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.
• Compiled data via ad hoc requests: Gathered and analyzed data to determine the number of (FTE) using pivot tables and exporting from SharePoint.
• Developed custom reports to provide management with valuable insights into workforce performance metrics.
• Managed overtime, shift swaps, breaks and PTO requests.
• Maintained up-to-date knowledge of industry best practices and trends in workforce management, applying this insight to enhance intraday operations.
• Maintained and updated accurate records of employee skills, capabilities, and preferences to inform strategic scheduling decisions that met both organizational needs and individual expectations.
• Enhanced WFM efficiency by streamlining intraday scheduling and real-time monitoring processes.
• Improved office efficiency by effectively managing internal communications and correspondence.
• Streamlined communication channels between WFM team members and other departments, fostering better collaboration in resolving intraday challenges.

• Partnered collaboratively with various levels of leadership and internal partners to ensure service level goals are met.
• Experienced in business analysis, reporting of business data, problem identification, resolution, and root cause analysis
• Responsible for various Risk and Control activities
• Completed Ad hoc duties as assigned.
• Worked closely with implementation with WFM software for MIS metrics including Microsoft and Excel.
• Ability to analyze workforce metrics, trends/Patterns and resource allocations to meet organizational needs
• Responsible for reporting and real time management of call center operation.
• Monitored up to 30,000 call center agents IB/OB in real time adherence, call statistics to ensure on/off phone activity is managed efficiently through out day to meet service level goals
• Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
• Worked alongside global business leader to deploy new training strategies.
• Conducted Job interview and participated in hiring process to ensure candidates where well suited in WFM.

• Demonstrated strong knowledge of payment processing industry and related procedures and product .
• Obtained industry experience certified on majority of Help Desk calls types: Statements, Billing, Risk, Collections, VeriFone, Ingenico.
• Demonstrated ability to work within Dynamic and fast-paced environment
• Analyzed transactions, deposits, statements and account information in order to resolve and provide solutions for our merchants.
• Identified, analyzed, and documented information collected from merchants.
• Trained new hires from start to finish on how to preform daily job functions with 100% graduation rate.
• Assisted in call listening to ensure new hires are providing accurate information to customers .
• Worked as relieve Team Leader when management was out of office.

• Provided Inbound Customer Service.
• Consulting clients providing alternative solutions and options that meet their healthcare needs.
• Professionally and swiftly managed issues and concerns for clients
• Analytical skills and ability to read and interpret data utilizing recourses to evaluate claims.
• Assisted in offering side by side coaching for new hire and tenured agents.
• Team leader in mandatory side by side for Q&A with purpose of preventing employees from being terminated with in ,y team and other over 40 agents.
• Handled over 85 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues