Leland Shirley

• Improved revenue growth for 17 client divisions by fostering strategic partnerships, effective employee engagement and KPI management.
• Fostered relationships with internal personnel to cultivate optimal service levels, attrition and quality.
• Managed team, driving productivity and reducing process lags by training staff in best practices and procedures.
• Reduced process gaps while supervising employees to achieve optimal productivity.
• Set and adjusted schedules to maintain optimal coverage and service levels.
• Managed overtime, shift swaps, breaks and PTO requests.
• Produced and updated documents, reports, and tracking spreadsheets using Excel, Tableau and Verint WFM.
• Conducted performance reviews and provided feedback to managers on employee performance.
• Managed real-time inbound call traffic across multiple contact center locations.
• Optimized schedules, forecasts, and other tools to present to management.
• Worked with management to develop strategic and tactical plans to meet different requirements.

• Improved revenue growth for 6 client divisions by fostering strategic partnerships, effective employee engagement and KPI management.
• Worked with management to develop strategic and tactical plans to meet different requirements.
• Set and adjusted to schedules to maintain optimal coverage and service levels.
• Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
• Managed real-time inbound call traffic across multiple contact center locations.
• Optimized schedules, forecasts, and other tools to present to management.
• Prepared and maintained reports, dashboards, and monthly packages.
• Provided training on dashboard and package development to team members and management.

• Managed forecasting and scheduling using NICE InContact, integrating AHT, ACW, and service level data
• Developed real-time reports and Excel-based tools to streamline analysis and improve decision-making
• Tracked schedule adherence and staffing variance to ensure peak operational coverage
• Managed time-off requests, overtime scheduling, shift swaps, and PTO planning based on forecast data
• Supported leadership with data-driven staffing recommendations and strategic plans

.

• Gathered and analyzed data to forecast trends and recommend adjustments.
• Checked work and purchase orders against actual materials and resolved variances.
• Helped create and improve inventory control policies.
• Conducted monthly counts of inventory at different locations.
• Performed data entry and completed proper paperwork.
• Supported reporting, accounting and recordkeeping staff with accurate updates regarding shipment information.
• Partnered with representatives from different carriers to arrange materials shipments.
• Monitored inventory to maintain sufficient supply levels to meet business and customer needs.
• Sourced vendors, built relationships, and negotiated prices.
• Purchased new products and oversaw inventory stocking and availability.

• Forecasted and scheduled staff using Verint with daily, weekly, and yearly models
• Created Excel VBA tools to automate real-time tracking and reporting
• Advised on optimal staffing and shrinkage strategy to meet performance metrics
• Managed a team of 4 analysts; oversaw shift planning, PTO, and adherence tracking

• Created and monitored forecasts using Verint; performed real-time volume analysis
• Managed agent adherence and reported performance metrics to senior leadership
• Developed tools in Excel VBA to streamline data reporting and tracking

• Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
• Supervised staff of collectors, monitoring phone calls and letters.
• Oversaw daily posting of payments to customer accounts.
• Worked with legal resources and recovery teams to manage default issues.
• Contacted clients with past-due payments and actively monitored payments due from clients.
• Contacted customers to discuss late payments and options for remitting amounts due.
• Posted receipts to appropriate general ledger accounts.
• Researched and resolved accounts payable discrepancies.