Jennifer Cantara
Pawtucket,RI
Summary
Experienced Call Center Supervisor and Analyst, Reporting Administrator. Skilled in performing scheduling, reporting, forecasting, and staffing for call center; creating call center metric reports for tracking and reporting; training, coaching, and leading a team of employees; Organized; detail oriented; excellent customer service support including problem solving and first call resolution.
Overview
18
18
years of professional experience
Work History
Road Service Supervisor
AAA Northeast
01.2014 - Current
- Enhanced team performance by implementing effective training programs and regularly evaluating staff progress.
- Reduced service downtime with proactive maintenance scheduling and quick response to equipment malfunctions.
- Collaborated with cross-functional teams to develop and implement strategies for continuous service improvement.
- Managed daily operations of the service department, maintaining a high level of organization and productivity.
- Conducted regular performance reviews for staff members, identifying areas for growth and providing constructive feedback.
- Improved customer satisfaction by efficiently addressing service issues and providing timely resolutions.
Workforce Analyst
ADP Corporation
01.2006 - 01.2012
- Improved overall team productivity, streamlining processes and eliminating bottlenecks through detailed analysis.
- Developed comprehensive reports for management, providing insights on workforce trends and recommendations for improvement.
- Conducted skills gap analyses to inform professional development programs tailored to employee needs.
- Managed overtime, shift swaps, breaks and PTO requests.
- Improved office efficiency by effectively managing internal communications and correspondence.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
- Developed disaster and recovery strategy to prepare company for hazardous weather conditions, nuclear accidents and terrorist attacks.
Education
Bachelor of Arts - Political Science & Public Administration
Rhode Island College
Providence, Rhode Island06.1994
Skills
- IEX Total View; Aspect; Tele Opti (Calabrio); Harmony; Avaya CMS; AT& T Route IT; Verint 360
- Microsoft Office; Microsoft Outlook, One Note
- Performance monitoring
- Adaptability and flexibility
- Effective communication
- Quality assurance
- Data analysis
- Conflict resolution
- Time management
- Call Management
- Scheduling
- Data Collection
- Call Center Operations
- Team Development
- Analytical and Critical Thinking
Timeline
Road Service Supervisor
AAA Northeast
01.2014 - Current
Workforce Analyst
ADP Corporation
01.2006 - 01.2012
Bachelor of Arts - Political Science & Public Administration
Rhode Island College