Ray Paulovich
Grafton
Summary
Results-driven professional with a strong background in workforce management and scheduling optimization. Enhances service levels through data analysis and team collaboration. Implements best practices and drives continuous operational improvement using advanced scheduling tools to maximize efficiency.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Real Time Coordinator II
Trugreen
Remote
06.2019 - Current
- Analyzed real-time workforce data to optimize staffing levels and improve service delivery.
- Developed and implemented scheduling strategies to enhance operational efficiency and meet service targets.
- Monitored agent performance metrics to identify trends and recommend actionable improvements.
- Identified process gaps and implemented solutions to drive continuous improvement in workforce operations.
- Utilized workforce management tools for reporting, ensuring accurate data presentation and analysis.
- Managed real-time inbound call traffic across multiple contact center locations.
- Optimized schedules and other tools to present to management.
- Oversaw scheduling of overtime, shift swaps, breaks, and PTO requests.
- Produced and updated documents, reports, and tracking spreadsheets using NICE IEX, NICE CXone, and Power BI.
- Set and adjusted schedules to maintain optimal coverage and service levels.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
Assistant Manager
Marco's Pizza
Fort Mitchell
04.2018 - 01.2020
- Trained and mentored staff on customer service and food safety best practices.
- Coordinated staffing schedules to maximize coverage during peak hours and events.
- Developed promotional campaigns that increased sales and engaged customers effectively.
- Resolved complaints and inquiries promptly to enhance customer satisfaction.
- Mediated conflicts among team members to improve collaboration and morale.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Analyzed sales data to identify trends for adjusting inventory orders accordingly.
Easy Tech Supervisor
Staples
Fort Mitchell
09.2007 - 04.2018
- Supervised technical support team, ensuring timely resolution of IT issues and high user satisfaction.
- Assisted customers in troubleshooting technical problems, delivering effective solutions, and providing support.
- Conducted detailed diagnostics to identify issues, significantly reducing system downtimes.
- Performed root cause analyses for recurring technical issues, minimizing future disruptions.
- Optimized system performance through rigorous testing and analysis.
- Implemented IT policies and procedures, enhancing system reliability and security protocols.
- Coordinated installation and maintenance of hardware and software systems across multiple departments.
- Swiftly addressed technical inquiries, improving overall customer satisfaction.
Education
Bachelor of Science - Information Technology & Data Analytics
Columbia Southern University
Orange Beach, AL01-2028
High School Diploma -
Midview High School
Grafton, OH01-2023
Skills
- Scheduling optimization
- Workforce management
- Service level management
- Scheduling tools
- Data analysis
- Best practices implementation
- Team collaboration
- Staff supervision
- Problem identification
- Decision-making
- Problem-solving
- Time management
- MS office
- Data entry
Certification
- Lean Six Sigma – White Belt, Management & Strategy Institute
- Project Management Essentials, Management & Strategy Institute
- Cybersecurity Awareness, Management & Strategy Institute
- Business Management Essentials, Management & Strategy Institute
- Foundation of Leadership, The National Society of Leadership and Success
Languages
English
Native/ Bilingual
Timeline
Real Time Coordinator II
Trugreen
06.2019 - Current
Assistant Manager
Marco's Pizza
04.2018 - 01.2020
Easy Tech Supervisor
Staples
09.2007 - 04.2018
Bachelor of Science - Information Technology & Data Analytics
Columbia Southern University
High School Diploma -
Midview High School