Over the past 5+ years I have been working with Rogers as a Senior Workforce Analyst. Rogers has millions of both residential and commercial customers. My role at Rogers as a Senior Analyst encompassed managing staffing and efficiency plans for our Voice/Chat/ & Social Media Platforms. I managed staffing groups with agents across multiple sites and external partner sites (3rd Party). In this role I was involved in everything from capacity planning, vendor planning, staffing, scheduling efficiency, bid creation, intraday monitoring and program launch management. Prior to Rogers I helped build a workforce team from the ground up at DHL a worldwide logistics supplier, while providing forecasting & capacity planning, scheduling, real-time monitoring, and reporting solutions. I attainted both a C.O.P.C and I.C.M.I WFM industry certification and I have a strong contact center background in workforce data and reporting analytics, and workforce optimization using software suites like the Impact360 suite, IEX and Aspect, and I have expert working knowledge in ACD’s (Automatic Call Distributors) like Avaya, Symposium and Genesys. I also am familiar with emerging platforms like ( LMI) Logmein Bold Chat and Lithium for Social Media Responses and interactions and was heavily involved in progressing our Social Media group and Platform at Rogers. 

 

I would bring 13+ years of industry experience to any organization. I have significant experience in launching ground-up implementations of workforce optimization software, and possess a strong team-first mentality while working well independently. Below is a link to some of my work, the below link is a sample call center capacity plan which I designed and administered alongside the WFM suite to validate the staffing needs to ensure our customers received the best service possible within the targeted thresholds of the organizations Service Level Agreements.