Isaac Lee

• Provides daily forecasting and intraday scheduling for Acentra Appeals Team.
• Responsible for monitoring proper AUX use and maintaining service levels above 92%.
• Created monitoring programs and systems to decrease rolling calls and abandonment
rate by 20%.
• Created a contact center log to quickly and efficiently document call outs, late arrivals
and no call no show coding. as well as system issues.

• Provides scheduling and support needs within multiple clients, such as Streamlabs, Logitech and many others.
• Monitors the volume of contacts at interval levels, as well as the proper use of activity codes, overall shrinkage, and real time events that impact negatively in the execution of planned productivity hours to meet proper service levels.
• Established a set of scheduling resources and monitoring systems to manage communication and decrease customer contact abandon rate by over 50%.
• Modifies weekly schedules for Brand Ambassadors while making staffing level changes based on business needs.
• Created communication logs and dashboards via Microsoft Office to track back office and other non-productive activity while monitoring service levels.

• Served as a customer service specialist - promoted to Workforce Management in September 2018.
• Modified employee schedules to meet workload requirements, resource availability, and regulations.
• Reviewed scheduling requests from Operations Management for scheduled activities, such as time off, non-productive activities, and exceptions into schedules, based on planned capacity.
• Published employee work schedules after sign-off of intraday management.

• Monitored the volume of contacts at interval level in real time and ensured that non-productive activities were scheduled at optimum times to meet business needs.
• Created and tracked reports for absenteeism, voluntary time off, and planned time off for all employees.
• Worked with Operations Team Management to determine trends in daily agent activity, resulting in increased performance and scheduled adherence of 75%.

• Identified hardware and software solutions to solve technical all technical issues.
• Used all available resources to identify and analyze symptoms to determine a technical issue.
• Scheduled follow ups with customers to ensure that all issues were located and solved.
• Remained current and up-to-date with all system information, including changes and/or updates.

• Managed a team of 15+ phone and email agents to assist customers with carrier issues.
• Collected and analyzed sales rates, metrics, attendance, and scheduled adherence.
• Assisted with hiring and training new agents and provided weekly 1-on-1 and group coaching sessions to measure performance.
• Served as an acting Workforce Real Time Analyst in 2016.