Liz Arizaga
Chula Vista,CA
Summary
Possess a unique combination of analytical and leadership skills, with excellent organization and prioritization abilities. Proven ability to lead teams, implement change, and drive organizational results Multi-talented Human Resources Executive successful at streamlining costs and maximizing company profile in job market. Versed in EEOC and other relevant compliance statutes. Excellent organizational and time management skills coupled with task prioritization.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Work Force Manager
AT&T Inc.
08.2012 - Current
- Supports multiple call centers and vendor sites that are responsible for either analyzing historical customer calling patterns, forecast of daily call volume traffic for regional or national call center operations, analyze call volume patterns for unusual spikes and declines, react to forecast as a baseline in order to determine spikes and declines which could be the result of systems outages
- Provide daily direction to local call centers Workforce Management teams regarding charge activities, real time call routing tactics, system parameter adjustments, emergency procedures, or outage conditions and or take direction from local Workforce Management or Operations teams and perform various functions on their behalf due to their limitation of access to the tools
- Serve on consultative basis to help workforce adjust to optimal performance, provide support during emergencies or outages, may instruct local Workforce teams to test basic troubleshooting techniques, or instructing of login of codes to enable call center closings and re-openings
- Ensure even allocation of calls flow to all available centers to maximize accessibility objectives and or ensure call center staffing for multiple sites are scheduled efficiently and result in achievement of accessibility objectives
- May recommend scheduling options and processes, develop training coordination, and holiday recommendation and planning; may be directly responsible for the accuracy and timeliness of the forecasting agent scheduling for one or more Call Center Sites with a 1,000 or more Customer Service Reps
- Manage intraday workforce management by monitoring activities and queues to proactively react to outages and issues that impact accessibility (event management), center level real time statistics, or adjusts staffing requirements to accommodate fluctuations
- Balance workload by allocating more calls to those partners/locations that can handle them or develop force load balancing strategies for a typical situation, peak day conditions.
Force Manager
AT&T Inc.
01.2011 - 07.2012
- Managed daily operations such as scheduling, payroll, training, and vacation and overtime allocations for various offices of over 200 Sales and Service representatives
- Main Security Administrator for all system access, upgrades, and password resets
- Coordinate office rearrangements and computer hardware lease rollovers
- Work closely and partnered with Communications Workers of America Union locals for all labor issues
- Managed the grievance process as well as problem resolution
- Attendance management including Worker’s Compensation, FMLA, Leaves of Absence, Disabilities and progressive steps of discipline.
Attendance Manager
AT&T Inc.
09.2000 - 01.2011
- Supervising Manager with Attendance Management responsibilities for a Hispanic Business Office of 200-100 Service Representatives and Staff Associates
- Responsible for adhering to company attendance policies and procedures, State and Federal laws, Accurate and timely employee attendance records and documents
- Responsible for payroll administration for the service center
- Responsibility for attendance management and Safety Warden
- Central Point of Contact on payroll and E-Link
- Conduct attendance discussions with service representatives and staff associates
- Implement progressive steps of discipline as required; manage grievance process for those issues
- Duties also include processing of FMLA requests, disabilities, data gathering for total absence reviews and other issues related to absence management
- Analyze data, administer Company Policy, communicating effectively and effectively deal with labor issues
- Handle multiple tasks with a maximum workload
- Constant Flexibility and adjustment to the daily on-going business needs.
Coach Leader
AT&T Inc.
01.1999 - 01.2000
- Lead, Motivate, Coach and Develop 15-20 service representatives, helping them to sell Pacific
- Bell products and satisfy Consumer customers
- Responsible for managing all results of employees, including sales revenue, productivity, customer satisfaction, quality assurance and service order accuracy
- Performed data analysis as necessary, designed and implemented weekly plans that produce individual and team result to meet or exceed objectives
- Worked closely with Union partners to establish relationships and plans that help achieve joint goals.
Initial Training Instructor-Marketing/Sales
Center for Learning/AT&T Inc.
01.1998 - 01.1999
- Administer Sales and Service training for a group of 6 to 15 Bilingual Service Rep New Hires
- Monitor Progress and provide ongoing coaching and development for Service Reps in training
- Assist other instructors throughout the state with training delivery and student observation.
Service Representative-Marketing/Sales
AT&T Inc.
02.1994 - 03.1998
- Served as Bilingual Service Representative for the San Diego Hispanic Center
- Duties included sales, customer service, order processing, research and investigation, process adjustments both on and off database, outside department interaction on a daily basis, bill explanation and data entry
- Conducted team meetings for managers when they were not available
- Involved in several teams such as Revenue and Recognition teams.
Education
Bachelor of Science - English
National University
La Jolla, CA03.2020
Skills
- Staff Development
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Multitasking
- Adaptability
- Attention to Detail
- Organizational Skills
- Effective Communication
- Leadership Training and Development
- Self Motivation
- Onboarding, Training, and Development
Phone
(619) 300-9356
Accreditations
Business Management Assessment Test (BMAT) Successful completion of the BMAT (2/16/99).
Affiliations
- National Notary Association
Certification
- CNP - Certified Notary Public
- Certified Loan Signing Agent, National Notary Association - present
Languages
Spanish
Native or Bilingual
Timeline
Work Force Manager
AT&T Inc.
08.2012 - Current
Force Manager
AT&T Inc.
01.2011 - 07.2012
Attendance Manager
AT&T Inc.
09.2000 - 01.2011
Coach Leader
AT&T Inc.
01.1999 - 01.2000
Initial Training Instructor-Marketing/Sales
Center for Learning/AT&T Inc.
01.1998 - 01.1999
Service Representative-Marketing/Sales
AT&T Inc.
02.1994 - 03.1998
Bachelor of Science - English
National University
Similar Profiles
Rachel PattersonRachel Patterson
Data Analyst at AT&T Inc.Data Analyst at AT&T Inc.
William JenkinsWilliam Jenkins
Premier Service Consultant at AT&T Inc.Premier Service Consultant at AT&T Inc.
Sheree BorensSheree Borens
Premier Support Specialist at AT&T Inc.Premier Support Specialist at AT&T Inc.
Lauren MartinLauren Martin
Senior Technical Service Manager at AT&T Inc.Senior Technical Service Manager at AT&T Inc.
Ana Sofia LeonardAna Sofia Leonard
Social Media Marketing Director at Double Deuce & Whiskey GirlSocial Media Marketing Director at Double Deuce & Whiskey Girl