Joseph LaPole
Anderson,United States
Summary
I've been in the Communications and Technology field for 18 years. With 2 Years at Eventus Solution Group, 12 years of experience at CONDUENT/CONTINUUM, and 4 years of experience at Roche Diagnostics. Currently, Working as a WFM consultant for Eventus. In those 18 years, I've managed WFM teams covering multiple projects across many sites both foreign and domestic. Bringing a wealth of experience as a WFM leader, having successfully driven innovation, optimization, and customer satisfaction throughout my career. My skillset encompasses workforce management, process improvement, customer experience, and satisfaction, as well as Six Sigma methodologies. As a strong leader, I am passionate about developing high-performing teams and fostering a positive culture within the organization.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Workforce Management Consultant
Eventus Solutions Group
07.2021 - Current
- Improved client satisfaction by effectively managing multiple projects and consistently meeting deadlines.
- Developed innovative strategies for clients, resulting in increased revenue and business growth.
- Streamlined internal processes to enhance team efficiency and improve overall project outcomes.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Managed client relationships through regular check-ins and updates on project progress.
- Implemented best practices to optimize clients'' organizational performance, leading to improved operational efficiency.
- Analyzed data sets to identify trends and opportunities for process improvements within client organizations.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Generated reports detailing findings and recommendations.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Regional Workforce Supervisor
Conduent
02.2008 - 01.2020
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Optimized schedules, forecasts and other tools to present to management.
- Managed real-time inbound call traffic across multiple contact center locations.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Prepared and maintained reports, dashboards and monthly packages.
- Fostered relationships with internal personnel to cultivate optimal service levels, attrition and quality.
- Developed strong relationships with key stakeholders across the organization, fostering collaboration on critical projects related to workforce optimization initiatives.
- Managed employee performance reviews for increased productivity and growth opportunities.
- Ensured compliance with company policies, labor laws, and industry regulations through diligent oversight and documentation.
- Optimized resource allocation by assessing workload demands and aligning staff availability with business needs.
- Improved workforce efficiency by implementing strategic scheduling and forecasting techniques.
- Reduced response time for customer inquiries by streamlining communication processes.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
Customer Service Specialist
Roche Diagnostic Systems, Inc.
02.2000 - 02.2004
- Lead customer order expediting and High-value customer order care
Education
High School Diploma - Accounting and Business/Management
Ebbert Education
01.2002
Skills
- Workforce Management
- Office 365
- IEX Total View
- ACD Management
- Data Analysis
- Microsoft Excel
- TotalView
- Mystats
- Reporting
- Trend Analysis
Certification
Mastery Certification Workforce Management - The Call Center School
Timeline
Workforce Management Consultant
Eventus Solutions Group
07.2021 - Current
Regional Workforce Supervisor
Conduent
02.2008 - 01.2020
Customer Service Specialist
Roche Diagnostic Systems, Inc.
02.2000 - 02.2004
High School Diploma - Accounting and Business/Management
Ebbert Education