Patricia King
East Rochester
Summary
Dynamic professional with extensive experience at Spectrum and Verizon, excelling in workforce planning and professional communication. Proven track record in optimizing staffing through advanced forecasting models and enhancing customer satisfaction. Adept at real-time guidance and reporting metrics, driving significant improvements in operational efficiency and team performance.
Overview
26
26
years of professional experience
Work History
Mobile Chat Specialist
Spectrum
Rochester
04.2022 - Current
- Actively and consistently support all efforts to simplify and enhance the customer experience while communicating via chat
- Monitored team performance metrics such as average response time and customer satisfaction scores.
- Fostered relationships with customers through positive communication techniques while maintaining professionalism at all times.
- Developed automated messages that could be sent out in response to certain queries or used in specific situations.
- Assisted customers with product orders and billing inquiries, providing accurate information.
Workforce Management Analyst
Maximus
Rochester
02.2018 - 02.2022
- Monitored trend analysis on historical data to identify areas for improvement or optimization.
- Created detailed documentation regarding all aspects of workforce planning activities.
- Utilized forecasting models to ensure optimal staffing levels in call center operations.
- Generated daily, weekly, monthly reports detailing staffing and performance metrics.
- Assisted with the creation of new policies, procedures, and job descriptions related to workforce management initiatives.
- Monitored adherence to service level objectives and provided real-time guidance as needed.
Workforce Management Specialist
Verizon
Rochester
03.1999 - 01.2022
Skills
- Workforce planning
- Professional communication
- Real-time guidance
- Time management
- Reporting metrics
- Forecasting models
- Time management abilities
Timeline
Mobile Chat Specialist
Spectrum
04.2022 - Current
Workforce Management Analyst
Maximus
02.2018 - 02.2022
Workforce Management Specialist
Verizon
03.1999 - 01.2022
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