Maryline George
Bear,DE
Summary
I am dual French American citizen . I traveled mainly in Europe mainly in Europe. I have over 2 Decades experiences in call center environment specialized in Quality Project management & analysis. I mattered different skills such as
- Identifying areas for improvement: Reviewing recruitment, staffing, and retention to identify best practices or areas for improvement
- Developing schedules: Creating, maintaining, and managing schedules to ensure optimal capacity
- Forecasting: Forecasting staff needs and trends
- Preparing reports: Preparing reports for company leadership to inform their policies and decision-making processes
- Partnering with others: Partnering with telecommunications and other stakeholders to ensure the most up-to-date technologies are available and optimized.
I m an active volunteer & advocate against Breast Cancer & I also volunteer regarding Autism awareness for young adults & children.
Overview
11
11
years of professional experience
Work History
Workforce Management & Data Analyst
Nestle Nespresso USA
02.2022 - Current
- Conduct Bi-Weekly Kronos submissions and responsible for managing time and attendance reporting for CoE.
• Provide daily operational reports to CoE leadership.
• Establish and maintain daily/monthly historical KPIs and trends.
• Conduct Ad-Hoc Reporting for CoE and business function requests.
• Provide reporting guidance and serves as an SME on call center statistics.
• Support WFM and Reporting Analytics in data gathering.
• Ensure maximum utilization of existing technologies to support the efficient distribution of traffic and use of staff.
• Coordinates paid time off process to balance business and staffing needs.
• Provides weekly/monthly reporting to management to support staffing needs.
• Manages attendance and callouts via Genesys and updates relevant systems and leadership.
• Give rise to any real-time impactors (spike in volumes, outages, etc.) to call center leadership while ensuring the right number of agents are available throughout the day to guarantee inbound contacts are answered as quickly as possible and within SLA targets.
• Provide daily stats and dashboards throughout the day along with any necessary verbiage related to explaining the performance.
• Responsible for queue management and daily performance reporting if necessary across multiple businesses.
• Buildsand updatesdata in systems needed to support contact centers to maintain current database information.
• Maintains and adjusts call skill assignments in contact centers to maintain the balance of staffing.
• Manages HOOP assignments and relevant business changes to overflow calls via CCA/MVP.
• Ensure email accuracy and best practices are met in a timely manner.
• Provide insightful recommendations to improve operational targets based on industry trends and email best practices.
• Serve as a consultative expert.
Customer Support Specialist
Nestle Nespresso USA
07.2016 - 05.2018
- Provided technical support to organization by managing, maintaining, and troubleshooting their IT systems and communicate with co-workers to diagnose problems.
- Prioritize a workload to ensure the most critical issues are resolved first and document standard support procedures that co-workers may follow.
- Built a logistic regression model to help the Leadership Team decide which keywords to target, resulting in decreasing complaint rate to enhance customer experience.
- Collaborated with product managers to perform cohort analysis that identified an opportunity to reduce free goods expenses.
- Developed root cause reports to address problems with customer conversions,
Call Quality Specialist
Nestle Nespresso USA
07.2013 - 07.2016
- Performed monthly statistical & data analysis to Manager for training opportunities
- Managed Deep dive analysis on common related trends found within the month.
- Collaborated closely with Direct Call Quality Manger regarding CVS & FCR.
- Created & Implemented a New Methodological tool in order to view & analyze trends.
- Audited the extracted database of free goods to confirm accuracy. Completed credit note check of all CRC + BTQ credits.
- Executed the 3 different components of the spot check process: Audit Compliance, Quality Assurance & Coffee Specialist KPI’s.
- Ensured accuracy of extracted tariffs.
- Matched the logical follow up & confirmed accuracy of procedure, or justification of an exception to procedure.
- Engaged closely with divers LOBs & Managers for phone evaluation of procedure accuracy.
Education
Bachelor of Arts - Management Information Systems
ENC Ecole Nationale DE Commerce
Paris France07-1998
Skills
- Data Visualization and Presentations
- Data Analysis
- Genesys
- Excel Functions
- Kronos
- Avaya
- Teleoti
Languages
French
Native or Bilingual
Interests
I am part of The YMCA LiveStrong Progrmm
Timeline
Workforce Management & Data Analyst
Nestle Nespresso USA
02.2022 - Current
Customer Support Specialist
Nestle Nespresso USA
07.2016 - 05.2018
Call Quality Specialist
Nestle Nespresso USA
07.2013 - 07.2016
Bachelor of Arts - Management Information Systems
ENC Ecole Nationale DE Commerce
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