Katie Butikofer

During my tenure at MassMutual I have acted as a key point of contact to collaborate with a cross-functional team of business partners to manage resources and adjust schedules to help drive the success of the organization. I have thrived in a multi-skill, multi-queue, and multi-call center environment ensuring coverage across 7-8 different lines of business simultaneously. I have utilized multiple Workforce Management tools - including IEX/InContact, WebStation, and Genesys - to analyze and evaluate workload and staffing patterns to be able to make rapid decisions and take appropriate actions to achieve desirable outcomes. Using these resources in addition to my skills acquired from multiple years of WFM experience, I have also created several reports to accurately reflect Service Center Real Time Vs. Forecasted patterns and disseminated this to leaders in easily understood verbiage. I have worked as a key partner on problem solving panels to find ways to manage call center shrink related to budgeting. In addition to my normal workload, I have also created several reporting analysis documents shared with leaders to give them further tools to be able to monitor their team metrics. I am the main point of contact for service center adherence reporting, finding patterns and trends of call avoidance and escalating these findings up to the proper management team.

During my employment as a Workforce Management Specialist, I acted as the Manager on Duty throughout the day, managing Real Time Queues and closing the call center every night. I created and disbursed schedules for all call center employees, and also analyzed data trends to ensure accurate staffing throughout the day. I coordinated all work-flow scheduling/ staffing needs for the Workforce Management Team as we determined when new agents needed to be hired, when current agents needed to be upskilled, and configured allotted PTO balances. I sought out problem solving opportunities with Call Center Management/Team Leads to overhaul adherence and attendance policies, as well as utilized our employees to meet staffing needs. Complaint resolution is something I flourished in, as I balanced.employees personal scheduling needs with staffing requirements. Employees sought me out to engage in their technical issues they encountered with software. I worked hard to foster a space of comfort, and to make sure our representatives were at ease coming to me with their questions and concerns. I continue to be proficient in multiple scheduling programs including Verint, InContact, WebStation, Salesforce, and Avaya.

During my employment with MassMutual, I had proven myself to be a wealth of knowledge that I happily and consistently shared with our clients to ensure that they better understood their retirement options and goals. I assisted our customers on a daily basis with setting up loans, withdrawals, and consolidating retirement accounts, as well as provided them with information about their investment options within their retirement plans. I trained on multiple platforms across my department and also assisted with mentoring new hires. I also was Series 6 licensed through FINRA during this time.