Summary
Overview
Work History
Education
Skills
Timeline
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Kade Delaplaine

American Fork,UT

Summary

Proven leader at Vivint, adept in workforce management and critical thinking, enhanced service levels and team productivity through strategic scheduling optimization and effective problem-solving. Demonstrated excellence in data analysis and KPI monitoring, achieving significant improvements in operational efficiency and customer satisfaction. Skilled Real Time Specialist focused on maximizing Service Level Agreements success through effective use of Analytical Skills, Queue Management and Workforce Planning abilities. Top-notch communicator with excellent time management, administrative and customer service skills.

Overview

7
7
years of professional experience

Work History

Real Time Specialist 1

Vivint Inc
08.2022 - Current
  • Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
  • Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
  • Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
  • Optimized schedules, forecasts and other tools to present to management.
  • Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Created a positive work environment that fostered team collaboration; prioritized staff morale through regular check-ins and transparent communication of expectations across all agents'' workflows.

Supervisor

Vivint Inc
08.2017 - 08.2022
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.

Education

High School Diploma -

Westlake Highschool
Saratoga Springs, UT
05.2017

Skills

  • Scheduling Optimization
  • Workforce Management
  • Service Level Agreements
  • Queue management
  • Intraday Management
  • Data Collection & Research
  • Critical Thinking
  • Data Analysis
  • KPI Monitoring
  • Research and Analytical Skills
  • Contact Centers
  • Problem Solving

Timeline

Real Time Specialist 1

Vivint Inc
08.2022 - Current

Supervisor

Vivint Inc
08.2017 - 08.2022

High School Diploma -

Westlake Highschool

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Kade Delaplaine