Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Trey Smith

Commerce City,CO

Summary

Experienced contact center professional with over 9 years of experience in contact center software implementation, maintenance and management. Proven history of managing contact center operations and maximizing functionality in various software applications. Expert in solutions-oriented business application problem-solving and dedicated to providing best-in-class service. Skilled at troubleshooting, communication and collaboration.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Manager, Resource Planning

Bright Horizons
10.2016 - Current
  • Facilitated and contributed successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members and internal customers.
  • Monitored and analyzed business performance to identify areas of improvement in support of achieving goals of internal customers.
  • Reduced operational costs through comprehensive process improvement initiatives and resource management.
  • Improved workforce efficiency by implementing strategic scheduling and forecasting techniques including analyzing historical data and identifying trends.
  • Assisted in the implementation and administration of Genesys Cloud CX including the configuration of WFM to fully utilize Genesys' functionality
  • Resolved problems within Genesys through thorough and attentive troubleshooting and partnering with Genesys tech support.
  • Worked closely with contact center leadership to identify and address cross-functional challenges impacting business performance.

Resource Planning Coordinator

Bright Horizons
05.2015 - 09.2016
  • Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
  • Monitored schedule adherence to maximize resources to achieve service level goals.
  • Prepared and maintained reports to provide information on contact center performance.
  • Created training materials for new supervisors to provide guidance on how to effectively real-time monitor their team's performance.

Contact Center Consultant

Bright Horizons
06.2012 - 04.2015
  • Handled inbound interactions with efficiency and high level of customer care.
  • Managed high number of reservations to completion by diligently working to find care for families in need
  • Monitored at risk clients and clients with specific SLA's to ensure client needs were met
  • Participated in pivotal projects that fostered growth and evolution in the contact center

Education

High School Diploma -

Northglenn High School
Northglenn, Colorado
06.2006

Skills

  • Decision-Making
  • Managing Operations and Efficiency
  • Problem Resolution
  • Organization
  • Calm Under Pressure
  • Detail Oriented
  • Building Partnerships
  • Analytical and Methodical
  • Results Driven
  • Communication
  • Taking Initiative
  • Application Configuration

Accomplishments

  • 2017, 2018, 2019 Company Award Winner
  • Employee of the Month
  • Leading High Performing Teams Graduate
  • Workforce Management Bootcamp Graduate

Certification

  • Genesys Cloud CX Certified Professional

Timeline

Manager, Resource Planning

Bright Horizons
10.2016 - Current

Resource Planning Coordinator

Bright Horizons
05.2015 - 09.2016

Contact Center Consultant

Bright Horizons
06.2012 - 04.2015

High School Diploma -

Northglenn High School
Trey Smith