Lisa Santiago

• Manage changes to scheduling to ensure adequate daily resource coverage
• Process intake exception requests, updates schedules and responds to raised issues and ad-hoc requests
• Perform routine Intraday Workforce Management tasks to support contact centers
• Collaborate with team best practices and suggest how to improve current practices and processes; develop recommendations
• Assist in interpreting and administering Workforce Management policies and procedures
• Validate and maintain step-by-step instructions/training along with procedures for WFM
• Coordinate with team and implement process changes to achieve greatest efficiency and quality possible
• Monitor performance to identify and help correct performance problems and provide feedback regarding areas requiring attention
• Provide strategic support for projects and continuous improvement alongside team
• Team up on projects that provide process and project management, facilitation, and consulting tools to achieve business objectives
• Miscellaneous duties as assigned
• Mentored junior analysts, fostering professional development while enhancing overall team performance.
• Nurtured strong working relationships with clients, ensuring their needs were met while exceeding expectations on deliverables.
• Generated ad-hoc reports to evaluate specific business requirements.
• Skilled at working independently and collaboratively in a team environment.
• Worked well in a team setting, providing support and guidance.
• Passionate about learning and committed to continual improvement.

• Seller and Buyer Broker
• Enhanced client satisfaction by providing comprehensive market analysis, tailored to their individual needs and preferences.
• Compared properties possessing similar features to determine competitive market prices.
• Conducted competitive market analysis to determine optimal pricing for properties.

Collaborated with a team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards

• Followed quality standards and procedures to minimize errors and maximize customer satisfaction
• Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes
• Worked with business partners to understand requirements and provide exceptional customer service
• Operated with high integrity, built trust, and earned sustained credibility with internal clientele
• Creating and maintaining supervisor coaching schedules and team meetings
• Deep Dive reporting and analysis for center leadership
• Prepare Daily attainment call agenda sheet for 9am,1030am and 3pm calls
• Coordinate and process supervisor shift bids
• Paint schedules update agent data fields
• Analyzed current business plan, identified inefficiencies in existing processes, and tracked performance
• Work with call center management and National Command Center to maintain service levels and occupancy
• Partner with Pre-plan Team for scheduled face to face training/online training
• Perform 10 monthly quality audits for team
• Cross-departmental communication—National Command Center, Pre-Plan, FTL, Ops
• Track and report daily operating statistics
• 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.

• Planned and arranged meetings with cross-functional teams and individuals, enabling all parties to meet and discuss project progress
• Keep projects on schedule by managing deadlines and adjusting workflow as needed
• Coordinated presentations for customers and project members detailing project scope, progress and results, keeping all entities well-informed of milestones and goals
• Build strong relationships with internal and external stakeholders
• Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments
• Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele
• Coordinated scheduling of one on ones, team meetings and training
• Real Time Adherence: Monitoring service levels and rep adherence
• Processing overtime; modifying individual schedules as needed adjusting breaks and lunches
• Processing vacation list, vacation planner, schedules and shift bids
• Information gathering and distribution, scheduling off-line requests, processing shift trades, schedule adjustments
• Provide feedback to management as needed regarding real-time specialist activities such as logged off time and MIA status
• Confirmed excellent customer service by quickly resolving customer concerns.