Summary
Overview
Work History
Skills
Additional Information
Timeline

Joseph C. Billera

Land Lakes,FL

Summary

A seasoned professional with a rich 20+ year background in managing multi-location customer service centers, formulating strategic business plans, and handling technical account management. Eager to utilize deep industry understanding and wide-ranging technical proficiency in a challenging and rewarding role..

Overview

19
19
years of professional experience

Work History

Performance Support Manager

Jackson Hewitt Tax Service Inc
10.2019 - 06.2023
  • Administered all aspects of Five9 systems, including VCC, agent phones, supervisor panels, WFM/Community, and Community Virtual Observer
  • Responsible for short and long term call volume forecasting, maintaining a 85% accuracy long term and 95% accuracy for short term, accounting for extreme seasonality of the tax industry
  • Organized schedules of over 200 agents, both in-house and outsourced to guarantee appropriate staff across all hours of operations
  • Maintained goal of 60% agent daily utilization through off-peak and peak tax season
  • Frequently asked to act as reference for potential Five9 WFM and VCC clients
  • Created call volume and staffing models using historical and seasonal data which simplified information gathering and reduced time to create appropriate ramp plans by 25%
  • Successfully engineered and deployed advanced Return Status IVR system, integrating it with internal CRM (JHNet), delivering exceptional results with 70% containment rate and an impressive 35-second reduction in handle time
  • Integrated Five9 systems with multiple third-party applications such as Medallia Speech Analytics, Medallia CSAT Surveys, Zendesk Support, and Podio
  • Created a system outage alert process to automatically alert callers from field offices to workarounds, estimated resolution times, and updated processes with minimal human interaction
  • Utilized Zendesk Explore, Five9 Reports, Excel, and PowerBI for comprehensive reporting and data analytics
  • Responsible for reporting key metrics to executive team with detailed root cause information
  • Executed seasonal staff ramp plans, increasing team size from 30 to over 200 Full-Time Employees (FTEs) within 8-week timeframe.

Call Center Business Analyst

Royal Caribbean, LTD
06.2013 - 10.2019
  • Managed client expectations and performance, demonstrating strong account management capabilities
  • Modeled call volume and staffing needs for 18 distinct departments
  • Implemented and maintained efficient hiring and budget plans.

Workforce Analyst

TMS Health, a Xerox Company
06.2007 - 06.2013
  • Forecasted, scheduled, and managed real-time performance
  • Provided detailed explanations for weekly revenue forecast variances to executives
  • Developed complex capacity planning workbooks in MS Excel.

Call Center Staffing and Force Desk Administrator

Interactive Response Technologies
09.2004 - 05.2007
  • Recommended strategies to address staffing shortages and overages
  • Successfully maintained over 300 agent schedules based on forecasted call volume

Skills

  • Microsoft Office
  • Call routing and IVR flows
  • Deep understanding of call center metrics
  • Business Planning
  • Technical Support
  • Information Confidentiality
  • Train Employees

Additional Information

  • AWARDS , October 2016 ccSix Sigma Yellow Belt

Timeline

Performance Support Manager - Jackson Hewitt Tax Service Inc
10.2019 - 06.2023
Call Center Business Analyst - Royal Caribbean, LTD
06.2013 - 10.2019
Workforce Analyst - TMS Health, a Xerox Company
06.2007 - 06.2013
Call Center Staffing and Force Desk Administrator - Interactive Response Technologies
09.2004 - 05.2007

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Joseph C. Billera