Elizabeth Hermann
ASM Research (previously Cognosante)
Kansas City,MO
Summary
Experienced workforce management professional specializing in managing multi-channel volume in a shared environment, real-time analysis, finding solutions through process improvement, and workforce planning. Leveraging a decade of experience in contact center operations to make informed decisions on workforce needs through analytical strategies. Collaborates with management to implement effective solutions.
19
Years of experience
Work History
WFM Analyst
4 Years- Demonstrated self-motivation and flexibility by managing tasks independently and efficiently while swiftly adjusting priorities as needs changed.
- Adapted quickly to high-pressure situations while maintaining quality performance.
- Skilled at working independently and collaboratively on a team.
- Analyzed complex problems and assessed multiple solutions to inform decision-making.
- Consistently met tight deadlines while delivering quality work in fast-paced environments.
- Created and maintained transparent tracking and processes to proactively manage staffing inside a unique and often volatile staffing environment.
- Collaborated with leadership in the workforce planning process to determine the required roles, onboarding schedules, and headcount for hiring and training.
Supervisor, Workforce Management
1 Year 5 Months- Supervised a team of 10 planners, schedulers, and real time analysts working remotely from 3 different countries managing inbound and outbound call, email, and chat volume in up to 7 different domestic locations and 3 offshore for up to 100 unique lines of business with client specific key performance indicators in both dedicated and shared environments.
- Performed ad hoc reporting and analysis to improve overall performance of a call center and enable strong understanding of business.
- Prepared and maintained reports and dashboards to support operational insights.
- Maintained compliance with company policies, objectives and communication goals.
- Developed scheduling strategies that enhanced resource allocation and minimized service disruptions.
- Collaborated with cross-functional teams to identify and resolve operational challenges effectively.
- Established communication protocols that improved information flow between departments and stakeholders.
Workforce Real Time Analyst
8 Years 7 Months- Managed real-time inbound call traffic across multiple contact centers to ensure efficient operations.
- Adjusted schedules to sustain optimal coverage and meet service level targets.
- Monitored call center performance metrics to ensure adherence to operational goals.
- Analyzed real-time data to optimize workforce allocation and improve service levels.
- Coordinated staffing schedules to meet fluctuating demand and enhance productivity.
- Developed and maintained reporting dashboards for real-time performance insights.
Sales Supervisor
4 Years 9 Months- Coached team members to consistently achieve weekly and monthly sales goals.
- Oversaw employee performance and implemented solutions to enhance productivity and address performance issues.
- Trained employees on effective sales techniques and strategies for managing complex issues and challenging customers.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Led a team of up to 40 sales representatives, providing sales process, soft skills, legal compliance, and motivational coaching to achieve top sales team status in 13 out of 18 months from January 2011 through June 2012.
- Conducted regular performance reviews to provide constructive feedback and foster development.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
Education
Some College (No Degree)
Skills
Workforce Analytics
Data analysis
Workforce Efficiency
Queue Management
Procedures Compliance
Process documentation
Critical thinking
Organizational skills
Timeline
WFM Analyst
ASM Research (previously Cognosante)
09.2022 - Current
Supervisor, Workforce Management
ResultsCX
03.2021 - 08.2022
Workforce Real Time Analyst
ResultsCX
08.2012 - 03.2021
Sales Supervisor
USA800
11.2007 - 08.2012
Metropolitan Community College - Kansas City
Some College (No Degree)