Debora Giffin
Lakeland,FL
Summary
Highly organized and detail-oriented workforce management professional with 10 years of experience in scheduling, forecasting, staffing, and performance management. Skilled in analyzing data, developing staffing strategies, and implementing workforce management systems to optimize productivity and efficiency. Strong communication and leadership skills with a proven track record of building and managing high-performing teams.
Overview
24
24
years of professional experience
Work History
Senior Advanced Analytics Analyst WFM
Vroom
03.2021 - 01.2024
- Analyzed and reported historical data/trends and developed forecast models (short and long-term) for customer experience and sales organizations (200,000 calls per month).
- Managed scheduling process for 200 full-time employees
- Handled all schedule-related requests, including PTO, shift swaps, and overtime.
- Provided accurate reporting to support payroll process, incentive programs, attendance program, and real-time schedule adherence.
- Conducted daily and weekly meetings with executives and managers to review intra-day analysis detailing previous, current, and following week's performance.
- Coordinated with Recruiting and Training to plan the hiring and training of new employee resources.
- Analyzed real-time workload requirements and call routing to manage performance.
- Created employee schedules that met business needs while considering employee preferences and availability.
- Analyzed call center data to forecast staffing needs and adjusted scheduling to meet service-level goals.
- Developed and maintained reports to track key performance indicators and identify areas for improvement.
- Managed expense, volume forecasts and SOWs for four BPOs
- Budget preparation and forecast
- Creation and maintenance of WFM reporting and dashboards
Senior Business Operations Manager (WFM/Project)
Maximus
07.2020 - 04.2021
- Limited Service Position centered around COVID-19 contracts for Florida and Vermont
- Operations Liaison to WFM team in capacity planning, forecasting, and change management
- Managed team of 4 Supervisors and 175 Contact Tracers (six months and then IT/WFM Manager)
- Project-managed IT and WFM implementations for various government contracts
- IVR configuration and setup
- Met with business leaders to determine technology, access, and timelines for contract installations
- Tracked and reported on progress milestones for IT and WFM projects (Smartsheet, Jira)
Manager of Analytics and Reporting
HealthPlan Services
10.2019 - 12.2020
- Furloughed in May 2020 due to COVID-19.
- Directed workforce management team across multi-site international BPO contact center operations in all phases of WFM.
- Applied Agile methodology to WFM processes and reporting automation
- Worked with multiple key stakeholders to implement best practices related to WFM while improving KPI results across multi-campaign enterprise.
- Developed and implemented analytics necessary to meet department goals
- Governance of Service Level Agreements, including measurement, sign-off, and calculation.
- Budget governance and reporting
- Managed team of 12 WFM and Analytics Analysts
Business Controls Manager (Sr. CC Operations Mgr)
Charter Communications
06.2014 - 06.2019
- Worked for Charter in Missouri and Florida from 2014-2016 and 2018-2019
- Managed team of workforce analysts responsible for creating and maintaining employee schedules, forecasting staffing needs, and monitoring performance metrics.
- Analyzed call center data to identify trends and adjust staffing to meet service-level goals.
- Implemented workforce management systems to automate scheduling and forecasting processes, resulting in a 30% increase in efficiency.
- Collaborated with other departments to meet staffing needs and achieve service level agreements.
- Managed team responsible for center and line of business data analytics and reporting (1000 monthly reports)
- IVR Configuration and Administration after hours and as backup (skilling, reporting, queue, and call routing)- Avaya
Call Center and IT Support Manager
AT&T
01.2000 - 06.2012
- Maximized performance by monitoring daily activities and mentoring team members.
- Maintained a professional, organized, and safe environment for employees and patrons.
- Onboarded new employees with training and new hire documentation.
- Managed and motivated employees to be productive and engaged in work.
- Analyzed and developed service goals for inbound and outbound call centers.
- Tracked KPIs and created continuous improvement plans.
- Managed customer contact center with 125 support representatives.
- Led center Net Promoter Score improvement project which increased customer satisfaction ratings from 65% to 90%.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Managed life cycle replacement of hardware and software.
- Time and payroll management.
- Demonstrated strong organizational and time management skills.
Education
Bachelor of Science - Management Information Systems
Missouri State University
Springfield, MO12.1999
Skills
- Lean Six Sigma Black Belt
- Real-Time Adherence Management
- Workforce Optimization
- Employee Scheduling and Shift Bids
- Short and Long Term Forecasting and Modeling
- WFM Reporting and Analytics
- Staffing and Leadership
- Budget Administration
- Human Resource Information System HRIS
- Performance Management
- Salesforce/Zendesk
- Jira/Service Now
- Google Workspace/MS Office
- Five9/Avaya/Nortel/Ring Central
- Aspect/Verint/Genesys/NICE/Assembled
- SQL
- Tableau/Lookr/Microstrategy
- Smartsheet
- IVR Administration
- IT Project Management (Agile)
- Large Team Leadership
- Vendor Management
Timeline
Senior Advanced Analytics Analyst WFM
Vroom
03.2021 - 01.2024
Senior Business Operations Manager (WFM/Project)
Maximus
07.2020 - 04.2021
Manager of Analytics and Reporting
HealthPlan Services
10.2019 - 12.2020
Business Controls Manager (Sr. CC Operations Mgr)
Charter Communications
06.2014 - 06.2019
Call Center and IT Support Manager
AT&T
01.2000 - 06.2012
Bachelor of Science - Management Information Systems
Missouri State University