Nate Edmunds
Temperance,MI
Summary
Knowledgeable Implementation Manager with more than 5 years of experience driving critical technology planning and deployment. Researched approach to assessing installation, maintenance and troubleshooting barriers to determine corrective action. Comprehensive resource for managing implementations throughout lifecycle. Extensive oversight for documentation to streamline setup and preservation processes.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Contact Center Manager
AllianceOne, Inc.
07.2023 - Current
- Drove process improvements through regular review sessions, incorporating valuable feedback from both staff members and customers.
- Reduced call wait times by optimizing workforce scheduling and utilizing real-time data insights.
- Advanced operational efficiency within the contact center by identifying areas for automation implementation while maintaining a human-centric focus.
- Developed strong relationships with clients by prioritizing communication and understanding their unique needs.
- Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
- Analyzed key performance metrics to identify areas of improvement and implement targeted action plans.
- Established a positive work environment by promoting open communication, teamwork, and employee recognition initiatives.
- Led successful cross-functional initiatives for continuous improvement in the contact center environment.
- Trained team members on performance metrics and consumer behavior identification.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
Workforce Management Manager
AllianceOne, Inc.
07.2021 - 07.2023
- Developed and implemented WFM practices applicable to client systems and scorecard metrics
- Ensured reporting was accurate and sent to relevant parties
- Managed roster and client WFM system to ensure shrink and schedule adherence standards were being met
- Led training initiatives, resulting in enhanced skill sets among team members and improved service quality.
- Coordinated cross-functional team collaboration to optimize workforce utilization and achieve business goals.
- Managed employee performance reviews for increased productivity and growth opportunities.
- Improved workforce efficiency by implementing strategic scheduling and forecasting techniques.
Workforce Management Supervisor
AllianceOne, Inc.
10.2020 - 07.2021
- Developed and implemented WFM practices applicable to client systems and scorecard metrics
- Ensured reporting was accurate and sent to relevant parties
- Managed roster and client WFM system to ensure shrink and schedule adherence standards were being met
- Coordinated cross-functional team collaboration to optimize workforce utilization and achieve business goals.
- Worked closely with other department supervisors to identify and address cross-functional challenges impacting service delivery, ensuring a seamless experience for customers.
- Created and implemented forward-thinking initiatives to improve employee engagement.
Client Operations Supervisor
AllianceOne, Inc.
08.2020 - 10.2020
- Led a team of Client Operations Representatives
- Collaborated with cross-functional teams to develop comprehensive plans for account management and service delivery.
- Implemented data-driven strategies to optimize operational workflows and improve overall performance metrics.
- Contributed to the overall success of the organization by consistently exceeding performance targets and cultivating strong relationships with clients.
- Facilitated opportunities for professional growth among employees through mentorship programs designed around individual skill sets development requirements.
- Championed initiatives aimed at enhancing employee engagement which resulted in improved morale and productivity levels across the department.
- Streamlined processes for increased efficiency in managing client accounts and resolving concerns.
Education
Bachelor of Science - Business
Eastern Michigan University
Ypsilanti05-2016
Skills
- KPI Performance
- SOW Compliance
- Analytics
- Communication
- TOPS Process
- Strategic thinking
- Procedure Implementation
- Coaching and Mentoring
- Crisis Management
- Workforce Management
- Budgeting and finance
- Call Center Technology
- Reporting skills
Certification
- Lean Six Sigma Yellow Belt
- Mental Health First Aid Instructor
Accomplishments
- Supervised team of 300+ staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Timeline
Contact Center Manager
AllianceOne, Inc.
07.2023 - Current
Workforce Management Manager
AllianceOne, Inc.
07.2021 - 07.2023
Workforce Management Supervisor
AllianceOne, Inc.
10.2020 - 07.2021
Client Operations Supervisor
AllianceOne, Inc.
08.2020 - 10.2020
Bachelor of Science - Business
Eastern Michigan University
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