Michael LaVelle
Springfield,OH
Summary
Seasoned Workforce Management Supervisor with proven track record in optimizing productivity and improving efficiency. Strong background in forecasting, scheduling, and real-time adjustments for multi-channel contact centers. Skilled at developing and implementing strategic initiatives to increase operational effectiveness. Proven success in leading teams to exceed performance objectives while ensuring compliance with all relevant regulations and standards.
Overview
19
19
years of professional experience
Work History
Workforce Management Supervisor
Accuserve LLC
Denver, CO
04.2023 - Current
- Generated reports regarding the productivity of the workforce in order to track progress against goals.
- Developed and implemented effective workforce management strategies to ensure optimal staffing levels.
- Conducted regular performance reviews with team members to assess their progress and provide guidance for improvement.
- Analyzed labor costs in order to maximize efficiency while minimizing expenses.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Reviewed completed work to verify consistency, quality, and conformance.
- Assigned and monitored workload for the staff, bolstering availability and development of talent needed to meet current and future needs.
Workforce Analyst
Accuserve LLC
Springfield, Ohio
04.2019 - 04.2023
- Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.
- Handled all schedule-related requests, including PTO, shift swaps and overtime.
- Created workforce planning and development models for quarterly scheduling and processes.
- Collaborated with senior and department leaders to develop and implement workforce plans.
- Achieved client vision and objectives through effective strategy development and execution in coordination with management teams.
- Supported IT application development, application support, system integration and system administration projects.
- Configured new employee work stations, including hardware, software and peripheral devices.
- Consulted via telephone to understand user problems and ask probing questions to locate root causes.
Supervisor of Call Center Operations
Accuserve LLC
Springfield, OH
04.2015 - 04.2019
- Produced reports outlining information such as call duration and customer satisfaction levels
- Supervised a site of 60+ customer service representatives
- Part of a team that lowered company handle time 3 minutes per call while increasing quality
- Handled primary hiring responsibilities for the department
- Improved attrition by 30% through improving the culture
- Improved the site's attendance year over year by creating a clearer line of communication
- Improved NPS scores year over year
- Created daily schedules for over 75 customer service representatives
- Created staffing forecasts and recommended new hire classes
- Worked closely with the clients resolving their concerns through monthly conference calls and in person when they visited our site
- Restructured training that led to a 10% increase in new hires' quality scores and more confident employees
Team Lead
Accuserve LLC
Springfield, OH
04.2012 - 04.2015
- Routinely reviewed training materials and course details to ensure that important updates were included within a reasonable time frame
- Managed customer concerns with a calm demeanor and knowledgeable service
- Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees
- Managed a team of over 30 associates handling auto glass calls
- Answered employees' questions and addressed problems and complaints in person and via phone
- Developed highly empathetic employee relationships and earned reputation for exceeding KPI goals each year
Floor Coach
Accuserve LLC
Springfield, OH
10.2011 - 04.2012
- Trained and supported newer staff in regards to performance, compliance and procedures
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Promptly responded to general inquiries from insureds, staff, and clients via mail, e-mail and fax
- Researched escalated concerns
Solutions Advisor
Accuserve LLC
Springfield, OH
04.2011 - 10.2011
- Fielded an average of 60 customer service calls per day
- Kept abreast of rapidly evolving technology
- Adhered to company policies and procedures while providing excellent customer service.
- Performed system tests to ensure that all products function properly prior to release into production environment.
Associate
Springfield Storage Depot East
Springfield, OH
03.2007 - 11.2010
- Identified the needs of customers promptly and efficiently
- Worked as a team member performing cashier duties, product assistance and cleaning
- Prevented store losses using awareness, attention to detail and integrity
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges
- Regularly sought opportunities to up sell and add on additional merchandise
- Kept abreast of rapidly evolving technology
Skills
- Workforce Management
- Scheduling optimization
- Operations management
- Training and development
- Data analysis
- Business process improvement
Timeline
Workforce Management Supervisor
Accuserve LLC
04.2023 - Current
Workforce Analyst
Accuserve LLC
04.2019 - 04.2023
Supervisor of Call Center Operations
Accuserve LLC
04.2015 - 04.2019
Team Lead
Accuserve LLC
04.2012 - 04.2015
Floor Coach
Accuserve LLC
10.2011 - 04.2012
Solutions Advisor
Accuserve LLC
04.2011 - 10.2011
Associate
Springfield Storage Depot East
03.2007 - 11.2010