Kimberly Mathews
Louisville,KY
Summary
Dynamic Workforce Real Time Analyst at Spectrum with expertise in scheduling optimization and forecasting accuracy. Achieved significant efficiency improvements through data-driven staffing adjustments and effective queue management. Proficient in Microsoft Excel and skilled in problem-solving, enhancing operational performance during peak call volumes while maintaining service level agreements.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Workforce Real Time Analyst
Spectrum
09.2004 - Current
- Assisted in scheduling adjustments based on call volume forecasts and staff availability.
- Monitored real-time service levels and performance metrics to identify trends and issues.
- Utilized forecasting tools to support operational decision-making processes.
- Analyzed data to recommend improvements in staffing and resource management.
- 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.
- Managed real-time inbound call traffic across multiple contact center locations.
- Evaluated existing workforce strategies; implemented process improvements leading to increased efficiency while maintaining quality standards during peak periods.
- Mitigated risks associated with high call volume periods, developing contingency plans for unexpected events or spikes in demand.
- Developed comprehensive reporting tools to assist supervisors in tracking key performance indicators related to call center metrics and agent productivity.
- Managed overtime, shift swaps, breaks and PTO requests.
- Produced and updated documents, reports, and tracking spreadsheets using Microsoft Excel, Avaya, CMS and Compass.
Call Center Representative
Spectrum
08.2003 - 09.2004
- Managed high-volume inbound calls, resolving customer inquiries with efficiency.
- Facilitated communication between departments to enhance service delivery and customer satisfaction.
- Utilized CRM software to track customer interactions and maintain accurate records.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Trained staff on operating procedures and company services.
- Identified and resolved discrepancies and errors in customer accounts.
General Manager
Hot N’ Now
07.1998 - 08.2003
- Analyzed financial reports to identify cost-saving opportunities and improve profitability.
- Managed staff recruitment, training, and performance evaluations to optimize team efficiency.
- Oversaw daily operations to ensure high-quality service and customer satisfaction.
- Led regular team meetings to promote communication and align on business goals.
- Managed all aspects of daily operations, including managing budgets, inventory control, and vendor relations.
- Addressed customer concerns promptly and professionally, turning potentially negative experiences into positive outcomes.
- Set clear expectations and created positive working environment for employees.
- Oversaw balancing of cash registers, reconciled transactions, and deposited establishment's earnings to bank.
- Purchased adequate quantities of food, beverages, equipment, and supplies.
- Boosted restaurant revenue by implementing innovative marketing strategies and promotions.
- Reviewed pricing and ordered food ingredients, kitchen appliances, and supplies.
- Oversaw facility maintenance, ensuring a clean, safe, and inviting atmosphere for patrons.
- Maintained facility and grounds to present positive image.
- Launched new menu items to keep the offerings fresh and appealing, resulting in increased sales.
- Reconciled cash and credit card transactions to maintain accurate records.
Education
Associate of Science - Business Administration
Grand Rapids Community College
Grand Rapids, MI01.2005
Skills
- Scheduling optimization
- Forecasting accuracy
- Workforce management
- Service level agreements
- Queue management
- Workforce software
- Call volume prediction
- Intraday management
- Staffing adjustments
- Microsoft Excel
- Data collection & research
- Managing schedules
- Workforce management tools
- Problem-solving
- Time management
Certification
- Professional in Human Resources
Timeline
Workforce Real Time Analyst
Spectrum
09.2004 - Current
Call Center Representative
Spectrum
08.2003 - 09.2004
General Manager
Hot N’ Now
07.1998 - 08.2003
Associate of Science - Business Administration
Grand Rapids Community College