Profile

Results-driven Supervisor/Senior Analyst with expertise in global performance, m

etrics design and reporting, staffing, supervision, leadership, and customer rel
ationship management. Analytical, articulate, and creative. Applies sound busi
ness strategies and effective communication to achieve/exceed targeted goals. H
ighly skilled in motivating and managing teamsincluding outsourced vendors and o
ffshore resourcesto achieve desired results.
Key Accomplishments
Designed and generated a full suit of metrics and performance reporting for bot
h Cisco Systems and AAA Northern California, Nevada & Utah.
Created/monitored agent ramp staff planning for global contact center rollouts:
ensured all agents were scheduled for, completed, and passed training courses,
then implemented optimal schedules and shift bid process for go-live.
Devised Policies and Procedures to track/supervise scheduling exceptions and sh
rinkage management to reduce cost and optimize efficiency. Managed/oversaw all
agent productivity and quality processes.
Successfully managed 360 softball tournaments to-date spanning four California
counties, demonstrating a high degree of organization, coordination and communic
ation.
Summary of Qualifications
Excellent interpersonal, oral and written communication skills.
Strong organizational, analytical and leadership skills.
Detail and quality oriented.
Highly enthusiastic and ambitious in a working environment.
Strong ability to work independently or as a team player.
Reliable, loyal and a fast learner.

Professional Experience
2008-2010 Cisco Systems, Irvine, CA
Forecast Analyst/Contact Center Operations Consultant 11/2008 pr
esent
Organize and manage business processes and metrics analysis; alert and advise Ci
sco management teams to address potential risks and issues; recommend and implem
ent solutions to mitigate those risks. Make business-critical decisions and inf
luence frontline SBSC management teams to ensure customer contact centers achiev
e high utilization and support effective and consistently repeatable processes.
Act as a liaison between Cisco Systems and Concentrix TAC in Greenville, S.C.,
Sutherland TAC in Sofia, Bulgaria, and Concentrix TAC in Shenzhen, China, to fac
ilitate planning and implement change management processes and support standardi
zation initiatives.
Design and generate all ICM, ACD, CRM, and IEX phone, email, and chat reporting
for the SBSC Support Team as well as several internet WebView reports, dashboar
d reports and agent performance metric reports in order to demonstrate team/prod
uct goals achieved/not achieved.
Design, generate forecasts and schedules, and execute schedule bids for current
and newly hired employees.
Conduct daily meetings with TAC sites to supported clients and provide both ana
lyses and recommendations based on historical data and forecast projections.
1987-2008 AAA Northern CA, Nevada & UtahSan Jose/Livermore/San F
rancisco, CA
eBusiness Business Analyst II 6/2007 9/2008
Organize and conduct business, process and metrics analysis; alert project manag
ers to potential risks and issues of importance and makes recommendations to tra
nsfer, accept or mitigate those risks. Make decisions and influences management
regarding important systems issues affecting activities and objectives of ICG,
I.T. Contact Center and business functions. Ensure effective utilization of ava
ilable resources and a cooperative, team atmosphere.
Act as a liaison between eBusiness, other business units and the Contact Center
eBusiness Support Team and facilitate change implementation impacting the suppo
rt team.
Professional Experience (continued)
eBusiness Business Analyst II (continued) 6/2007 9/2008
Coordinate the eBusiness Support Teams successful transition from Livermore, CA
to Glendale, AZ.
Design and generate all phone and email reporting for the eBusiness Support Tea
m as well as several internet travel reports, dashboard reports and agent perfor
mance metric reports in order to demonstrate team/product goals achieved/not ach
ieved.
Call Center Workforce Operations Analyst 10/1995 6/2007
Manage minute-to-minute work flow of a multi-site call center with multiple line
s of business. Monitor staffing levels in relation to work volume and allocate
calls/resources as needed by routing calls to various sites based on real-time i
ndicators. Ensure that the operation of multiple lines of business is working ef
ficiently. Effectively communicate with Directors, Managers, Supervisors and Ag
ents on issues affecting the operation.
As Vacation Planner Administrator, schedule and audit vacation time for all cal
l receivers.
Design, generate and execute business-need schedule bids for current and newly
hired employees.
Conduct weekly meetings with supported clients and provide both analyses and re
commendations based on historical data and forecast projections.
Field Office Multi-Tasks Leader; Team Leader 1/1987 10/199
5
Provide face-to-face and phone support to customer. Assist call receivers and S
upervisors to take and resolve escalated calls. Receive and enter new insurance
applicants grade policies. Operated switchboard and cashiering within the Dist
rict Office.

2000-current Silicon & Central Valley, CA

Softball Tournament Director
Organize and facilitate all tournaments, including registration and fee administ
ration. Maintain contact with all teams and players. Manage scheduling for sta
ffing needs as well as tournament games and locations. Administration of on-li
ne updates, incentive management and equipment inventory. Provide timely commun
ication to all members of the league in regards to all tournament-related activi
ties/events.
Manage 40 tournaments annually, overseeing an average of 20 of teams/240 player
s.
Provide fair and respectful direction, listen to players and seek solutions to
any problems resulting in a significant following from teams and players.

Education
1985-1986 San Jose State University & San Jose City CollegeSan Jose, C
A
Economics and general education courses
Additional Skills
Highly proficient in both Cisco Systems and AAA Northern CA, Nevada & Utahs wor
kforce management processes and applications.
Proficient in most Microsoft/Windows computer applications via using Windows XP
and previous operating systems. Application/program experience includes MS Wor
d, Excel, Power Point, Schedule Plus, DOS, IEX Totalview, Custom View Report Run
ner, Director, Crystal Reports, Seagate, Aspect and Reflections.
60 wpm typing and 10-key 200 strokes/minute.

References
Skip Post - Director, Customer Advocacy Operations - 949/823-4793
Gautam Walia - Manager, SBSC Customer Advocacy Operations - 949/823-1314
Kenneth Chiang - Manager, Global Workforce Planning - 949/823-3757