Summary
Overview
Work History
Education
Skills
Timeline
Generic

GENNIE KNOWLES

McKinney,TX

Summary

Workforce Scheduling Manager with experience in overseeing as well as scheduling a multitude of agents across different lines of business spanning multiple labor agreements. Problem solver willing to take on challenges to resolve issues. Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.

Overview

25
25
years of professional experience

Work History

Manager Force

AT&T Mobility
02.2022 - Current
  • Currently managing 5 bargained agents who schedule for a combination of approximately 1700 agents across 5 lines of business
  • Create schedule bids using excel models to factor in forecasting and yield, meeting the needs of the business while remaining employee friendly
  • Compliance with labor agreements for collaboration of internal departments needed to meet project deadlines
  • Assist with filling in for other scheduling managers
  • Participate in various projects including the Employee Engagement Committee for our work group as well as another Employee Engagement Committee for our entire organization
  • Participate in testing for various systems such as HVD and IEX upgrades
  • Strong relationship skills and rapport with current site leadership for the lines of business we support
  • Excellent skills in communication and email drafting
  • Proficient in Excel spreadsheets, PowerPoint and Word Documents
  • Knowledgeable in bids, forecasting, IEX updates, Labor Relations
  • Conduct performance evaluations to identify areas for employee growth.
  • Manage and motivated employees to be productive and engaged in work.
  • Accomplish multiple tasks within established timeframes.
  • Maximize performance by monitoring daily activities and mentoring team members.

Workforce Administrator

AT&T Mobility
11.2016 - 02.2022
  • Scheduled for as many as 1200+ work from home and brick and mortar agents weekly, including trainings, meetings, special projects, etc
  • Assist with filling in for other schedulers
  • Participated in various projects including owning the transition of servers in CMS and IEX for several sites
  • Built strong relationships and rapport with Site leadership for each of the sites I have supported
  • Proficient in Excel spreadsheets
  • Knowledgeable in bids and IEX updates

Customer Service Representative

AT&T Mobility
06.2008 - 11.2016
  • Addressed and resolved customer product complaints empathetically and professionally
  • Participated in Functional Support, including watching call queues, delegating work, processing daily reports for management
  • Participated in Manager in 60 taking customer escalations, delegating work, assisting managers with special projects
  • Accurately documented, researched, and resolved customer service issues
  • Managed customer calls effectively and efficiently in a complex, fast-paced, and challenging call center environment
  • Acted professionally and patiently when addressing negative customer feedback
  • Met or exceeded service and quality standards every review period
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Label Distribution

Shaw Industries
02.2000 - 06.2008
  • Gathered and verified all required customer information for tracking purposes
  • Accurately documented, researched, and resolved customer service issues
  • Accurately obtained order information and fulfilled customer orders ensuring deadlines were met or exceeded
  • Insured even distribution of work throughout multiple employees

Education

HIGH SCHOOL DIPLOMA -

NORTHWEST WHITFIELD HIGH SCHOOL
05-1999

Skills

  • Effective Workflow Coordination
  • Analytical Problem-Solving Ability
  • IEX System Expertise
  • Knowledge of Collective Bargaining Agreements
  • Power BI Data Analysis
  • Policy Compliance
  • Efficient Learner
  • Consistently Reliable
  • Focused Precision in Tasks
  • Proactive Approach to Skill Development

Timeline

Manager Force

AT&T Mobility
02.2022 - Current

Workforce Administrator

AT&T Mobility
11.2016 - 02.2022

Customer Service Representative

AT&T Mobility
06.2008 - 11.2016

Label Distribution

Shaw Industries
02.2000 - 06.2008

HIGH SCHOOL DIPLOMA -

NORTHWEST WHITFIELD HIGH SCHOOL

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