MARY T. FORCE
Colorado Springs,CO
Summary
Dedicated Planning Analyst with extensive experience in forecasting, data analysis, and strategic planning across various call centers, including banking and sales services. Proven ability to optimize business operations through analytical thinking and problem-solving skills, resulting in increased efficiency. Proficient in Alvaria Workforce Management, IEX systems, and the NICE recording system, complemented by strong communication skills for effective cross-department collaboration. Currently enhancing customer service skills through part-time work with Grubhub while continuously seeking opportunities for professional growth.
Overview
29
29
years of professional experience
Work History
Call Center Planning Analyst
Wells Fargo
Colorado Springs, CO
07.2015 - Current
- Daily reports to leadership for performance, with inbound and outbound calling.
- Generated schedules for team members on a quarterly basis.
- Developed staffing models based on projected forecasts and needs.
- Monthly meetings with multiple site leadership to discuss strategies and staffing needs.
- Enforced compliance with state and federal regulations, statutes and company policies.
- Monthly forecast for inbound and outbound calls, with a 10% window of accuracy.
Volume Control Coordinator
Comcast
Colorado Springs, CO
02.2015 - 07.2015
- Monitor call queues and schedule call outs and real time activities
- Manage agents AUX codes and compliance daily
- Work with leadership to maintain service levels and AHT
Forecast Analysis/Scheduler
Xerox
Denver, CO
05.2010 - 01.2015
- Partnered with leadership to make recommendations on scheduling necessary FTE for several clients
- Maintain historical patterns and monitor shrinkage
- Review contact analysis for outbound dialing to set dialing and staffing strategies
- Created quarterly shift bids to realign staff based on historical trending, FTE needs and future campaign initiatives
- Conduct analysis on historical data to determine trends impacting staffing/capacity levels on a mid and long-term basis
Traffic And Scheduling Analysis
Deluxe Business Forms
Colorado Springs, CO
09.1995 - 03.2010
- Maintain service rate goals and monitor call queues
- Created daily staffing reports through Alvaria Workforce Management to manage staffing daily and weekly
- Oversaw staff schedules for efficient and adequate daily coverage.
Education
1 year of college courses -
Pikes Peak Community College
Skills
- Problem solving
- Leadership
- Account Management
- Collaborative Communication Skills
- Sales
- Customer Service
- Collaborative Team Formation
- Financial Adviser
- Forecaster
- Scheduler
- Trainer
- Capacity planning
- Workforce planning
Timeline
Call Center Planning Analyst
Wells Fargo
07.2015 - Current
Volume Control Coordinator
Comcast
02.2015 - 07.2015
Forecast Analysis/Scheduler
Xerox
05.2010 - 01.2015
Traffic And Scheduling Analysis
Deluxe Business Forms
09.1995 - 03.2010
1 year of college courses -
Pikes Peak Community College
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