Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
President's Circle Award
Languages
Timeline
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Kermit Wayne Russell

Kermit Wayne Russell

Jacksonville,FL

Summary

Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.

Overview

10
10
years of professional experience

Work History

Project Management, Global Workforce Optimization

CITIBANK
01.2021 - 01.2025
  • Created documentation for all call routing requirements, configuration, and integration for Avaya and Cisco ICM across inbound channels, and Aspect UIP for outbound needs.
  • Designed requirements documents for entry into Confluence/JIRA to manage project life cycles and implementation.
  • Managed Hierarchy for all lines of business supported, creating attributes for utilization in Cognos performance reporting.
  • Conducted real-time and historical trending analysis to identify improvement opportunities for enhanced call routing solutions.
  • Worked in concert with IVR application teams to implement self-servicing solutions to reduce the number of calls that were transferred out of the IVR to a live agent.

Officer In Charge, Global Workforce Optimization

CITIBANK
01.2018 - 01.2021
  • Managed real-time monitoring support staff of 9 analysts for 5 lines of business, providing support of 5,500 agents across 11 sites both domestically and offshore.
  • Forecasted staffing requirements based on historical and real-time trends while partnering with Finance and Operations to provide key insights and recommendations to the Leadership team.
  • Conducted lead reviews with Operations and Management; evaluating data regarding call volumes, service levels, production results and drivers, making recommendations for improvement action planning.
  • Analyzed and developed daily and weekly recommendations for input into the Capacity Planning process.
  • Drove effective and holistic staffing strategies that ensured efficiency in agent utilization with an emphasis on providing consistent, positive customer experience, operational efficiency, and process excellence.

Business Analyst, Global Workforce Optimization

CITIBANK
01.2016 - 01.2018
  • Provided real-time monitoring for 9 separate lines of business, supporting 7,500 agents across 14 sites both domestically and offshore.
  • Identified opportunities to improve efficiencies and drove continuous improvement.
  • Completed updates in Cisco ICM to direct call volume while balancing occupancy and SL commitments, resulting in the achievement of financial commitments between onshore and offshore sites.
  • Trained on and assumed responsibility for Hierarchy updates that drove our performance reporting.
  • Served as the front line in the Problem Resolution Management process, reviewing troubleshooting procedures and escalation of issues.
  • Assumed additional responsibilities for support of the KYC/AML business group, providing call routing solutions for their Retail and Card portfolios, as well as Hierarchy updates for performance reporting purposes.
  • Collaborated with the Operations to coordinate off-phone activities including Voluntary Time Off to ensure daily KPI metrics were met while driving efficiencies.

Manager, Workforce Management and Optimization

AMERICAN SUPPORT
01.2015 - 01.2016
  • Managed staff of 5 virtual/onsite employees, responsible for all aspects of workforce management and optimization for 650 agents across 9 inbound/outbound programs, 15x7, and 365 days a year.
  • Increased overall schedule adherence figures from 61% to 82%.
  • Streamlined processes, and implemented playbooks to document the team’s workload and responsibilities.
  • Implemented auto-attendant IVR for attendance exceptions for agents reducing the amount of manual work done by the workforce management team by 1.5 FTE.
  • Improved outbound metrics for contact rate and sales conversion while ensuring monthly production hour targets were achieved by developing workflow metrics.
  • Supported the Sales team with the development of new staffing model solutions for program-specific statements of work (SOW), requests for information (RFI), and pricing strategies.
  • Responsible for offshore vendor relationship outbound performance and web form processing.
  • Lead all discussions regarding workforce management application improvements including implementation of IEX Smart Sync and participation in Nice User Group reviews.

Education

Associate of Science - Computer Science

Florida State College
Jacksonville, FL
05-1996

Skills

  • Team management
  • Data management
  • Interpersonal communication
  • Problem-solving
  • Troubleshooting
  • Critical thinking
  • Multitasking Abilities
  • Project planning
  • Supervision and leadership
  • Analytical and critical thinking
  • MS office
  • Computer skills

Accomplishments

Saved the company $65,000 over 1 year by reducing the total number of VDNs and Skills required to support the Commercial Cards business group.


Successfully transitioned TTY numbers supported internally by 20 agents and migrated them to 711 Relay Services, which reduced the necessity of staffing to handle this call type.


Managed call routing requirements and developed project plans to initiate cost reduction efforts within the 5 Lines of Business supported across 7,500 agents.


Created project plans to track call routing solutions within Confluence and JIRA.



Affiliations

  • SWPP
  • NICE Users Board

President's Circle Award

While working for American Transtech, I successfully implemented new calling strategies for our outbound business groups, resulting in a net reduction of $110,000 in annual costs through innovative list management practices.

Languages

English
Full Professional
Spanish
Elementary

Timeline

Project Management, Global Workforce Optimization

CITIBANK
01.2021 - 01.2025

Officer In Charge, Global Workforce Optimization

CITIBANK
01.2018 - 01.2021

Business Analyst, Global Workforce Optimization

CITIBANK
01.2016 - 01.2018

Manager, Workforce Management and Optimization

AMERICAN SUPPORT
01.2015 - 01.2016

Associate of Science - Computer Science

Florida State College

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