JAMES SMITH
Louisville,KY
Summary
Professional workforce management specialist equipped to drive impactful workforce analysis and planning. Known for improving operational efficiency through strategic staffing and resource allocation. Emphasizes team collaboration and adaptability to meet evolving business needs. Proficient in data analysis and problem-solving.
Overview
21
21
years of professional experience
Work History
Traffic Workforce Analyst
Charter Communications
Louisville, KY
07.2022 - Current
- Facilitated communication with local leadership across multiple site call centers to ensure achievement of performance targets.
- Analyzed real-time call trends to implement strategies addressing performance impacts from projected staffing shortages.
- Conducted analysis of historical data to refine call volume and handle time forecasts, ensuring accurate performance projections.
- Spearheaded Overtime and Voluntary Time Off recruitment efforts to ensure adequate staffing remained in place.
Customer Support Lead
Charter Communications
Louisville, KY
04.2017 - 07.2022
- Supported frontline Internet/Voice repair representatives in troubleshooting complex customer service issues.
- Took ownership of complex single customer service issues by seeing them through resolution.
- Teamed up with call center leadership in identifying knowledge/skill gaps present within our frontline and implemented training to address those opportunities.
- Spoke with escalated customers to address their service concerns in a timely manner.
On-Boarding Mentor Special Project
Charter Communications
Louisville, KY
01.2016 - 07.2016
- Assist with development and support of newly hired employees.
- Coached peers to company standards and policies.
- Provided classroom instruction/training to new hires.
- Supported production floor when there were gaps in leadership staffing.
- Served as Mentor Team Lead which allowed me to coordinate classroom training activities while managing a team of mentors who assisted in classroom support/training.
Internet/Telephone Repair Representative I
Charter Communications
Louisville, KY
09.2010 - 04.2017
- Assisted customers by troubleshooting Internet/Telephone service related issues
- Handled Corporate Repair call escalations
- Assisted coworkers by serving in a Team Support role
- Experienced with escalating customer issues via dispatch and ticket escalation tools
- Provided side by side peer coaching with QA delegation
Kitchen Steward
Proof on Main
Louisville, KY
08.2008 - 09.2010
- Maintained cleanliness and organization of kitchen areas to ensure compliance with health and safety standards.
- Assist with light food preparation.
Student Production Assistant
WKYU-PBS
Bowling Green, KY
03.2005 - 05.2008
- Camera Operator for a weekly public affairs program.
- Camera Operator for in-house video during basketball, volleyball, and football sporting events.
- Utility/grip for live broadcasts of Western Kentucky University Basketball games.
- Editor of various promos featuring station programming.
Education
Bachelor of Arts Degree - Broadcast Communications, Computer Information Systems
Western Kentucky University
Bowling Green, KY05-2008
Skills
- Data analysis
- Task prioritization
- Decision-making
- Team collaboration
- Aspect WFM/WEM Tracking Associate Certified
- Microsoft Excel
Timeline
Traffic Workforce Analyst
Charter Communications
07.2022 - Current
Customer Support Lead
Charter Communications
04.2017 - 07.2022
On-Boarding Mentor Special Project
Charter Communications
01.2016 - 07.2016
Internet/Telephone Repair Representative I
Charter Communications
09.2010 - 04.2017
Kitchen Steward
Proof on Main
08.2008 - 09.2010
Student Production Assistant
WKYU-PBS
03.2005 - 05.2008
Bachelor of Arts Degree - Broadcast Communications, Computer Information Systems
Western Kentucky University