NATALIE HAYWOOD

• Scheduling staff, forecasting call volume and updating budget group limits for time off.
• Training WFMO new hires on all daily processes as well as training MSR new hires on WFMO attendance line and time off procedures.
• Updating WFMO SOPs and daily task scheduler that I created for our team to ensure proper coverage for defined daily activities.
• Updating daily reports for various cross functional teams and units.
• Creating new rotations for Financial Centers, Mortgages, including periodic shift bids.
• Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.
• Managed complex projects with multiple deadlines, ensuring all objectives were met successfully.
• Trained new employees on company policies, procedures, and best practices to facilitate their rapid integration into the team.
• Maintained high levels of employee morale through effective communication, recognition, and coaching initiatives.
• Led a team of professionals to achieve project goals on time and within budget constraints.
• Implemented quality control measures to reduce errors and ensure consistent standards across all operations tasks.

• Led management team effort to revamp quality program and developed new scorecard and training manual that focused on soft skills, technical skills and first call resolution that resulted in customer satisfaction scores improving by 10% within 6 months.
• Developed online knowledge base and created tools to help agents synthesize information more quickly that reduced handle time and escalations by 20%.
• Delivered timely insight into customer behavior through detailed segmentation analysis, driving targeted marketing efforts.
• Developed predictive models to forecast future trends, enabling proactive decision-making within the organization.
• Designed and implemented customized dashboards that provided real-time insights into business performance.
• Mentored junior analysts as they developed their skills in various aspects of data analytics management techniques.
• Championed a culture of continuous learning by staying current with industry advancements and sharing insights with the team.

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• Monitored call trends, intra-day volume, adherence, shrinkage and provided daily ad-hoc reports.
• Maintained detailed records of employee progress throughout training programs, allowing managers to easily track improvements over time.
• Provided ongoing support for alumni of technical training programs, answering questions or offering additional resources when needed.
• Conducted thorough needs assessments to identify areas for improvement in training materials and methods.
• Enhanced employee technical skills by developing comprehensive training modules and hands-on workshops.
• Created courseware using online learning management system tool and various graphics and multimedia software programs.
• Developed customized learning plans for employees at different skill levels, ensuring optimal knowledge retention and skill development.

• Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
• Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
• Coordinated secure system access of users to various department systems and platforms.
• Oversaw development and implementation of improvements to support network operations.
• Analyzed technical support data to identify trends and common issues, proactively addressing concerns before they escalated further.
• Led regular meetings with the team to discuss updates in technology trends, ensuring all members stayed current with industry developments.