Claudia Broome
Punta Gorda,FL
Summary
Experienced leader in workforce management, skilled in change management and process optimization. Track record of driving significant improvements in call center performance and team development through strategic planning and execution.
Overview
44
44
years of professional experience
Work History
Senior Workforce Manager
MetLife
Atlanta, United States
11.2015 - 06.2021
- Dedicated workforce manager for scheduling team and real time analysts team across the country.
- Implemented Intradiem workforce tools saving time and money for the company while improving morale of call center agents.
- Developed tools for specific team members for growth and development through their careers.
- Transitioned procedures and employees during consolidation of company.
- Skills: Change Management
- Call Center Development
- Workforce Management
- Project Management
Technical Support Manager
Comcast
11.2011 - 11.2015
- Created Telecom Change Request (TCR) process, which moved ownership of all call routing to the ROC.
- Re-structured skill/ routing design through queue virtualization with internal and service partners which reduced error rate and optimized service levels.
- Implemented crisis management routing which allowed seamless transition of support for impacted locations during severe weather events.
- Implemented a governance call on a weekly basis with business leaders to go over call routing designs and business initiatives.
- Co-led a $1.8 million project to build a new 11,500 sq ft. facility, which houses a combined workforce management team that includes a 35- seat command center.
- Skills: Project Management
SR Area Manager
AT&T
01.2005 - 01.2011
- Manage a team of exempt employees and non-exempt contract employees in two areas of the USA.
- Responsible for their performance appraisals, coaching and development; succession planning; disciplinary actions; reward and recognition.
- Manage a National command center which monitors real time Call Centers’ performance, including service level, availability, adherence, occupancy, average handle time and accessibility for 300 plus internal and vendors sites.
- Instrumental in providing data regarding comparisons of volume, average speed of answer, average handle time and accessibility for IPHONE launches.
- Manage a command center bridge during the IPHONE launches to mitigate any issues.
- Contributed and implemented a support agreement between ATT and Third party vendor regarding routing and manual call allocations on ATT circuits that resulted in a cost savings to the company of $1Million dollars a month.
- Troubleshoot outage situations for call centers regarding telephony issues, system, application issues and business continuity issues and work to resolution and root cause analysis.
- Skills: Project Management
Senior WFM Manager
AGL Resources
01.2000 - 01.2005
- Implement eWFM scheduling and forecasting tool, with results in service level achievement and cost saving efficiencies with reduced staffing.
- Project budgetary expenses for the entire call center and determine future costing, and technology initiatives.
- Create a staffing model to project new hire staffing, and training needs based on different criteria of attrition and business projections.
- Develop, test and implement a disaster recovery plan and business continuity plan for the call center based on the criteria of the outage.
- Create a forecasting and staffing model that is used in the call center to determine workloads and staffing needs.
- Other departments of the company that are non-call center related use this model.
- Develop a daily and monthly scorecard to monitor and track customer service representatives’ performance and key metrics.
- Skills: Project Management
Technology Manager
Sears Home Services
01.1977 - 01.2002
- Reviewed and problem solved Network and ACD call routing issues using ICM and the PBX.
- Produced and analyzed call detail reports through the AT&T Interactive Advantage reporting tool.
- Coordinated holiday routing plans and procedures across 14 call centers affecting over 2,800 employee work schedules within the Sears Enterprise.
- Defined AT&T default routing plans used during ICM outages.
- Created peripheral service, route and enterprise reports in the ICM Admin Workstation and ICM Web view used across all 14 call centers to monitor call statistics and agent staffing.
- Administered user identification and passwords in ICM.
- Analyzed ICM scripting prior to implementation for accuracy of formulas and routing logic to ensure business requirements are met.
- Planned and performed call routing testing of the Siemens telephone switch replacement and software upgrades.
- Develop and implement transition requirements for the company’s acquisitions over a six months period of time with results in improved customer service and efficiencies.
- Primary contact for Tele Center System (TCS) scheduling software processes and system related support for 14 contact centers affecting over 2,800 employee work schedules.
- Partner with end users and vendor to manage the issues until resolution.
- Test, implement and analyze all TCS software enhancements or changes prior to implementation.
- Trained key personnel at several locations on TCS.
- Skills: Project Management
Education
Some College (No Degree) - Computer Programming
Dekalb Technical School
Clarkston, GASkills
- Change management
- Call center operations
- Workforce optimization
- Project coordination
- Problem resolution
- Effective communication
Accomplishments
- Flamekeeper Award AGL
- Customer Experience eIVR Team Comcast Award
- Global Technology Metlife
Timeline
Senior Workforce Manager
MetLife
11.2015 - 06.2021
Technical Support Manager
Comcast
11.2011 - 11.2015
SR Area Manager
AT&T
01.2005 - 01.2011
Senior WFM Manager
AGL Resources
01.2000 - 01.2005
Technology Manager
Sears Home Services
01.1977 - 01.2002
Some College (No Degree) - Computer Programming
Dekalb Technical School