Emia Jacobs
Summary
As a dedicated Workforce Management Manager with over 20+ years of experience, I have honed my skills in optimizing workforce efficiency and driving operational excellence. My career has been marked by a consistent track record of delivering innovative solutions to complex staffing challenges, while significantly improving productivity and employee satisfaction.
Overview
26
26
years of professional experience
Work History
Manager of Accounts and Finance
JCG Consulting Group LLC
01.2022 - Current
- Processed payroll for employees and reported payroll taxes for organization.
- Established solid relationships with external partners including banks, auditors, vendors, and clients to support business objectives.
- Processed vendor payments, invoices and account statements.
- Maintained up-to-date knowledge on industry best practices and applicable regulations to ensure compliance across all aspects of accounting and finance operations.
- Exceeded performance targets consistently due to diligent attention towards detail combined with strong analytical skills applied throughout tax processing tasks.
- Led staff training sessions on best practices in tax preparation techniques and updates on current legislation affecting the industry.
- Reduced client tax liabilities through thorough research and accurate application of tax codes and regulations.
- Enhanced tax processing efficiency by streamlining workflow procedures and implementing new software tools.
- Prepared a wide range of individual, corporate, partnership, and non-profit tax returns, ensuring timely filing and maximum refunds for clients.
- Provided outstanding customer service by promptly addressing client inquiries and resolving issues related to their tax filings.
Global Workforce Management Manager (Hybrid)
HYUNDAI CAPITAL AMERICA
06.2014 - 12.2022
- My responsibilities included forecasting, budgeting planning and capacity planning
- Other responsibilities include short-term and long-term forecasting
- My team functions include (forecasting, scheduling, and intraday management) for 3 call centers across the country (2000+) agents
- Additionally, I am responsible for build out and maintaining Aspect (WFM) system, building and maintaining WFM reports and analytics, also act as a liaison between Operations and Telecommunications in all change management processes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
Global Workforce Management Manager
CBEYOND Now Birch Communications
06.2013 - 06.2014
- My responsibilities included forecasting,budgetary planning and capacity planning
- My teams functions include (forecasting, scheduling, and intraday management) for the in-house call center (300+) agents and (150+) in Manila
- Additionally, my team is responsible for 1st line support for outages in addition to routing and telephony needs, inbound and outbound
- My team also is responsible for all reporting needs within The Solution Center.
- Communicated clearly with employees, suppliers, and stakeholders to keep everyone on the same page and working toward established business goals.
- Managed budgets effectively, ensuring optimal financial performance while investing necessary resources for business growth.
- Facilitated successful cross-functional collaborations to complete critical projects, fostering strong working relationships among team members.
Workforce Management Sr. Analyst
Cox Communications, inc.
06.2012 - 06.2013
- Managed all WFM functionality of Cox Business Planning
- My responsibilities included Forecasting, budgeting planning and capacity planning
- Some of my key responsibilities were to facilitate meetings with senior management teams, Identify and implement internal process and tool improvements
- Proactively make recommendations on staffing to maximize KPI's, Present analytical data to senior management team
- I was also responsible for scheduling and forecasting for all of Cox Business.
- In creating a proactive capacity model that allowed us to input what-if scenarios allowed the business to achieve service level each month
- My planning for Cox Business won us the JD Power Award for best small business.
Sr. Workforce Management Manager
Home Depot, inc.
12.2010 - 04.2012
- My responsibilities included budgeting planning for the three Human Resource Service Centers and for Workforce Management (forecasting scheduling and intraday management) for in house call center (600) agents
- Additionally, my team was responsible for all routing and telephony needs and activities both for the inbound and outbound for the Human Resource organization
- My team also is responsible for all reporting needs within the Human Resource department.
- Conducted ongoing analysis of dialer metrics to identify areas for improvement and implement necessary changes.
- Streamlined processes between departments by integrating the dialer system with CRM platforms, facilitating seamless information sharing among teams involved in customer outreach efforts.
Sr. Workforce Management Manager
Ryla Teleservice
02.2008 - 12.2010
- Global Command Center Managers in a (7,500) seat call center
- Responsible for management of both a Workforce Management team in addition to Resource Planning
- Managed a team of six Workforce Mangers that supported six satellite sites and twelve real-time analysts including Sr
- Analysts
- My team is responsible for monitoring and ensuring the center meets service level metrics
- Additionally, this team is responsible for real-time attendance and adherence report
- Daily workforce management reports to clients and internal customers
- Ensure that all training is coordinated and completed within the client specific guideline
- My team served as 1st level Help Desk support for all satellite sites: troubleshooting server errors, Avaya and IEX administrative issues, etc.
Business Analyst
Results Technologies
01.2007 - 02.2008
- Subject matter expert in regards to all workforce material
- Responsible for all workforce reporting and analytics
- Major responsibility is to maintain capacity plans for twenty-three sites and managed headcount within budgetary constraints
- I provided 1st level help desk support to multiple sites-including software support for eWFM, Avaya CMS and IEX.
Technical Project Lead
Hewlett Packard
04.2004 - 12.2006
- Bank of America Field Tech Support Dispatch Team
Account Manager
GMAC Automotive
02.2002 - 03.2003
- Contractor
Call Center Supervisor
I Fleet
03.1998 - 10.2001
- Emergency Roadside Assistance
Education
Bachelor of Science - Technical Management
DeVry Institute of Technology
Decatur, GABachelor of Science - Telecommunications Management
DeVry Institute of Technology
Decatur, GASkills
- Microsoft Office Suite: (Word, Excel, Outlook, Power Point, Access, and Visio)
- IEX (Nice)
- WFM (Aspect)
- Avaya
- CMS Reporting
- Aspect ACD(EA)
- Aspect RTA
- Rockwell
- Blue Pumpkin
- NICE(Witness)
- Route-it
- SharePoint
- DOS/AS400
- Business Objects
- Cisco CUIC & CCIM
- EDW
- MS SQL
- Mini Tab statistical software
- ODBC tables
- OBIEE
- SAS Code
- Knowledge of Six Sigma practices – Six Sigma White Belt, perusing a Green Belt
- College courses completed: Design and Implementation of LAN/WAN, Visual Basic, Cisco Oracle Reporting, and CCNA Routing Protocol Concepts Telecommunication Management, Business Management, and Comp TIA’s 2009 A Exams, Data Analysis w/spreadsheets
Accomplishments
- Implemented a forecasting tool for the POM outbound dialer as well as wrote processes and procedures on how to accurately utilize the tool- Home Depot 2010
- Promoted from Command Center Manager to Regional Command Center Manager responsible for overseeing six Verizon Global sites
- Implemented the blue print for an IVR/CTI Screen- POP application at ifleet, Inc. later called the USE system 1999.
- Completed Compass Leadership Training 2009.
References
REFERENCES AVAILABLE UPON REQUEST
Timeline
Manager of Accounts and Finance
JCG Consulting Group LLC
01.2022 - Current
Global Workforce Management Manager (Hybrid)
HYUNDAI CAPITAL AMERICA
06.2014 - 12.2022
Global Workforce Management Manager
CBEYOND Now Birch Communications
06.2013 - 06.2014
Workforce Management Sr. Analyst
Cox Communications, inc.
06.2012 - 06.2013
Sr. Workforce Management Manager
Home Depot, inc.
12.2010 - 04.2012
Sr. Workforce Management Manager
Ryla Teleservice
02.2008 - 12.2010
Business Analyst
Results Technologies
01.2007 - 02.2008
Technical Project Lead
Hewlett Packard
04.2004 - 12.2006
Account Manager
GMAC Automotive
02.2002 - 03.2003
Call Center Supervisor
I Fleet
03.1998 - 10.2001
Bachelor of Science - Technical Management
DeVry Institute of Technology
Bachelor of Science - Telecommunications Management
DeVry Institute of Technology
Similar Profiles
ALEXANDER E. CHOWALEXANDER E. CHOW
Social Media Manager at JCG Real Estate, LLCSocial Media Manager at JCG Real Estate, LLC
Andrew MelvilleAndrew Melville
President/Chief Executive Officer at Melville Consulting Group LLCPresident/Chief Executive Officer at Melville Consulting Group LLC
Joseph ThompsonJoseph Thompson
Behavioral Health Technician (BHT) at Mason Consulting Group, LLCBehavioral Health Technician (BHT) at Mason Consulting Group, LLC
Brandi CavittBrandi Cavitt
Supervisor Patient Accounts/Analyst/Manager of Accounts and Finance at University of Chicago Medical CenterSupervisor Patient Accounts/Analyst/Manager of Accounts and Finance at University of Chicago Medical Center
Nisha HiraniNisha Hirani
Manager of Accounts and Finance at IZAAN786LLCManager of Accounts and Finance at IZAAN786LLC