Michelle Weatherly
Lake Jackson,TX
Summary
Highly motivated and experienced professional with a proven track record of success in call center operations, facilities coordination, and administrative support. Expertise in process improvement, data analysis, and team leadership. Proven ability to manage multiple projects simultaneously and meet deadlines under pressure.
Overview
30
30
years of professional experience
Work History
Demand & Supply Planning Senior Analyst
Dell
01.2011 - 02.2023
- Supported Sales in North America Commercial, Medium Business, Small Business and Consumer
- Analyzed call center metrics and forecasting data to develop staffing plans that ensured optimal customer service levels using eWFM and Excel
- Collaborated with cross-functional teams, including sales, marketing, and operations, to ensure alignment of demand and supply plans with business objectives.
Call Center Operations Senior Analyst
Dell
05.2007 - 12.2011
- Generated monthly, bi-monthly and quarterly base and overtime schedules for multiple domestic and international inbound sales phone and chat queues
- Determined daily staffing requirements, call volume trends and forecasts future requirements to efficiently staff
- Developed accurate short- and long-term call volume and workload forecasts
- Processed schedule requests and update WFM system
- Determined workforce requirements to meet service level and response time objectives
- Consulted with IT on all telephony and information system issues
- Analyzed contact center call traffic and makes changes in skill priorities based on call volume and service level
- Consulted with supervisors and Training department to schedule training and meetings, and update schedules
- Conducted ongoing analysis of headcount and schedule placement to ensure data reflected correct shrinkages, call forecasts, and schedule adherence
- Provided weekly staffing and capacity outlooks and recommendations on queue capacity and methods for improvement to leadership team.
Call Center Operations Analyst
Dell
04.2005 - 04.2007
- Developed and maintained methods of accurately reporting and correcting real time queue behavior
- Entered daily schedule exceptions, swaps and adjustments to maintain accurate schedule adherence reporting
- Responsible for training and coaching agents and managers on methods to improve call handling
- Monitored RTA for activity alarms and escalate to operations when appropriate.
Administrative Assistant
Dell
12.2001 - 09.2004
- Scheduled and maintained calendar of appointments, meetings and travel itineraries and coordinated related arrangements
- Tracked operational data in a database, including financial and other reporting metrics
- Prepared presentations and recurring reports
- Coordinated special projects and department activities i.e
- Team building events, service projects).
Executive Assistant/Facilities Manager
VIEO, Inc.
05.2001 - 11.2001
- Supported the VP of Business Development, VP of Marketing and COO as well as other executive team members as needed
- Coordinated all office management and facility needs, including equipment purchases, communicating with vendors, establishing office furniture requirements, providing space allocation recommendations and planning for expansion
- Coordinated all high-level conference calls, management meetings and event planning
- Compiled monthly board meeting packages for the BOD, Executive Team and Advisory Board
- Generated and tracked outgoing customer correspondence for Business Development and customer service
- Coordinated travel and expense reporting for the executive team
- Maintained executive team calendars.
Facilities Coordinator
Vectris Telecom, Inc.
08.2000 - 12.2000
- Coordinated systems furniture reconfigurations and arranged subcontractor assistance for substantial facility projects
- Responsible for company-wide seating plan assignments and resolved with management any inter-department disputes that arose
- Developed relationship with property management to facilitate the rapid response times of building repairs and maintenance
- Primary contact with property management related to daily operations responsible for reporting, troubleshooting and following up on issues
- Interacted with external vendors, suppliers and other service providers to ensure office issues were handled smoothly
- Managed security control systems including frequent review for violations, control card key access levels and systems back-up
- Ensured functionality of all office equipment and established service agreements with vendors.
Office Manager
ICG Communications, Inc.
12.1999 - 08.2000
- Supervised office services support
- Coordinated and administered general business activities in the Austin Regional Office
- Supervised furniture and office equipment changes and installation and inter/intra office move coordination
- Developed and organized office procedures and systems
- Planned, purchased and maintained office equipment and furnishings
- Interfaced with various departments regarding office services needs
- Served as liaison with various levels of management, customers and vendors
- Responsible for access control systems administration.
Program Administrator
Tyson Foods, Inc.
11.1997 - 03.1999
- Maintained, generated and verified customer incentive programs
- Prepared Power Point presentations for quarterly Sales and Marketing meetings
- Assisted with annual budget preparation
- Compiled and designed internal newsletter
- Prepared and tracked weekly finance reports.
Executive Assistance to Executive Vice President and Lobbyist
Bank of America
09.1996 - 09.1997
- Maintained schedule of business meetings, board meetings, travel agendas and social affairs
- Prepared business memorandums, form letters, reports, charts and graphs
- Extensive public relations contact over-the-phone and in person with members and participants of business and board meetings
- Processed accounts payable invoices and expense reimbursement reports
- Coordinated with building management for services and services requests
- Maintained and tracked departmental seating for offices and cubicles
- Tracked customer referrals.
Administrative Assistant to Austin District Sales Manager
Bank of America
01.1996 - 08.1996
- Created performance evaluations for district office and branches
- Maintained distribution on discretionary marketing funds
- Responsible for training of new personnel
- Compiled and tracked monthly and daily marketing reports.
Office Manager/Executive Assistant to President
Menard Electronics, Inc.
03.1993 - 10.1995
- Responsible for setting up new branch office, including ordering furniture, office supplies, parts inventory and computer equipment
- Developed system for ordering/tracking office supplies
- Maintained copier/fax supplies and coordinated with suppliers for maintenance
- Processed accounts, determined credit limits and maintained customer databases
- Provided back up for Sales.
Education
Associates Degree, Applied Science -
Brazosport College
05.1993
Skills
- Very knowledgeable in call center management, Avaya CMS and Aspect eWFM
- Familiar with forecasting, scheduling and real-time management
- Work cross-functionally at a global level
- Flexible and versatile; able to maintain an even temperament under pressure
- Able to work individually as well as in a team
- Excellent team building skills
Awards
Sales MVP at Dell - Q4 FY22
Timeline
Demand & Supply Planning Senior Analyst
Dell
01.2011 - 02.2023
Call Center Operations Senior Analyst
Dell
05.2007 - 12.2011
Call Center Operations Analyst
Dell
04.2005 - 04.2007
Administrative Assistant
Dell
12.2001 - 09.2004
Executive Assistant/Facilities Manager
VIEO, Inc.
05.2001 - 11.2001
Facilities Coordinator
Vectris Telecom, Inc.
08.2000 - 12.2000
Office Manager
ICG Communications, Inc.
12.1999 - 08.2000
Program Administrator
Tyson Foods, Inc.
11.1997 - 03.1999
Executive Assistance to Executive Vice President and Lobbyist
Bank of America
09.1996 - 09.1997
Administrative Assistant to Austin District Sales Manager
Bank of America
01.1996 - 08.1996
Office Manager/Executive Assistant to President
Menard Electronics, Inc.
03.1993 - 10.1995
Associates Degree, Applied Science -
Brazosport College