Richard Bradley
Monticello,GA
Summary
Resourceful WFM Intraday Specialist, known for high productivity and efficient task completion. Specialized in real-time monitoring, schedule adherence, and workforce management software utilization. Excel at problem-solving, communication, and adaptability to ensure seamless operations and team coordination. Committed to optimizing workforce allocation to meet service-level objectives.
Overview
18
18
years of professional experience
Work History
Workforce Management Specialist
Essendant
, IL
04.2021 - Current
- Coordinated training sessions for staff members regarding WFM policies and procedures.
- Analyzed intraday staffing requirements for call center operations and recommended changes as needed.
- Handled all schedule-related requests, including PTO, shift swaps and overtime.
- Evaluated existing scheduling methods and proposed alternative approaches when necessary.
- Provided technical support for various software applications utilized by the organization's WFM team.
- Developed real-time reports to track key performance indicators.
- Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.
- Created monthly forecasts for future periods based on historical trends and customer demand patterns.
Customer Service Account Specialist
Essendant
Atlanta, GA
01.2016 - Current
- Worked with high level clientele assisting them with their accounts and orders
- Handled and resolved daily issues that came about with our channel customers
- Managed customer returns, locating missing shipments, processing reships, tracking orders, checked stock, frequently communicated with our warehouses throughout the country, as well as product questions and shipping quotes
- Promoted from General Care to Account Specialist with in a short period of time
Customer Service Specialist
Talk2Rep
Tamarac, FL
01.2007 - 01.2016
- Customer serviced all of Santa Barbara Bank & Trust, Bally Total Fitness, Priderock Holding INC, Liberty Power, Casio, and DS Services
- Provided service for customers with issues regarding their acct with billing inquiries, payments, and resolving discrepancies on their bills
- Further, retained customers who were looking to end their service
- Helped teachers, as well as other employees in several school boards in the state of Florida get the needed information regarding work on school grounds
- Registered individuals for the Indiana DCS (Department Of Child Services)
- Assisted customers with updated information dealing with their federal tax returns
- Directed customers to proper departments to assist with fraud cases
- Helped customers who needed to make critical changes to their accounts
- Set customers up for appointments to meet with a professional fitness coach at Bally clubs located across the USA
- Assist customers with inquiries pertaining to their electric service, ranging from billing inquiries, new enrollments, service upgrades and sales
- Programmed and reprogramming Casio products
- Handled appointment setting
Education
High School Diploma -
Dillard High School
Fort Lauderdale, FL05-2003
Some College (No Degree) - Criminal Justice
Florida Memorial College
Miami Gardens, FLSkills
- Typing
- Customer Service
- Data Entry
- Customer Relations
- Report preparation
- Time management
- Training development
- Organizational Skills
- Billing
- Problem Resolution
- Basic Computer Skills
- Microsoft
- Workforce management
- Schedule optimization
- Data analysis
- Technical support
- Customer relationship management
- Problem solving
- Team collaboration
- Performance metrics
Timeline
Workforce Management Specialist
Essendant
04.2021 - Current
Customer Service Account Specialist
Essendant
01.2016 - Current
Customer Service Specialist
Talk2Rep
01.2007 - 01.2016
High School Diploma -
Dillard High School
Some College (No Degree) - Criminal Justice
Florida Memorial College