deanna carson

workforce management

About

Experienced Scheduler with a demonstrated history of working in the outsourcing/offshoring industry. Skilled in Operations Management, Microsoft Word, Service-Level Agreements (SLA), Avaya Products, and Workforce Management. Strong operations professional graduated from Mary Grimes.

Country

united states

City

lewisville

Industry

insurance

Skill

workforce management, call centers, process improvement, training, vendor management, contact centers, call center development, leadership, call center, customer experience, performance management, business analysis, project management, microsoft excel, operations management, avaya, team leadership, customer service, outsourcing, telecommunications, quality assurance, microsoft office, process scheduler, employee training, team management, ewfm, troubleshooting, access, credit, strategic planning, sla, acd, banking, workforce planning, system administration, resource management, schedules, project planning, microsoft word, outlook, powerpoint, mortgage servicing, contact center management, master scheduling, performance reporting, problem solving, call flow, access database, customer satisfaction, capacity planning

Experience

workforce management

mr. cooper

workforce management professional

workforce management professionals

2019-3 - Present · 7 yrs 7 mos

Seeking the next opportunity to assist a company in their workforce management systems! I am an experience Workforce Management Professional with a proven track record of overseeing workforce management systems, training staff members, and forecasting future workforce needs. I can help your company get on track with accurate and effective workforce strategy, management, process improvement, needs analysis, and planning.

workforce analyst

jpmorgan chase & co.

2008-7 - 2009-9 · 1 yr 3 mos

Responsible for setting up the Loss Mitigation department to use eWorkforce Management. Also created customized help documents for various levels of users and management. Resolved all workforce management issues for the Loss Mitigation team.

team leader - control tower

bank of america

2004-7 - 2008-7 · 4 yrs 1 mo

Responsibilities included restoration to multi-skill and single skill, educating new users on Workforce Management (7.0), author of custom help documents, administration of the eWorkforce Management system, set up of Empower and Notification Server, Investigated and resolved all Workforce Management related issues, and managing a staff of twelve Aspect Workforce Management users. Held other positions, including: NRMC WFM Specialist, Business Analyst II

centralized services systems administrator

aegis communications group

1996-6 - 2004-7 · 8 yrs 2 mos

Responsibilities included administration of Workforce Management system, proprietor of the workforce management servers (application and database), facilitated in the upgrade to eWorkforce Management (6.0), Investigated and resolved all Workforce Management related issues, and supervisor of four to six schedulers. Held other positions, including: Workforce Management Administrator, Scheduler, Control Center Analyst

workforce management scheduler

bayview asset management, llc

2017-5 - 2019-3 · 1 yr 11 mos

workflow coordinator

bank of america

2009-9 - 2012-3 · 2 yrs 7 mos

Assisted in developing, maintaining, and making improvements of the daily reporting. Review and process all schedule change request for about 3,000 associates in 8 sites. Also ran weekly schedule test to review staffing for the upcoming to weeks and make recommendations on any changes. Assisted in resolving all workforce management issues including RTA, Empower (7.1), and eWFM (7.1).

operations analyst

ltcg

2019-8 - Present · 7 yrs 2 mos

database administrator for mckesson financia

aeg resources

2013-6 - 2013-9 · 4 mos

Responsibilities are to assist in the setup of the Verint Impact 360 system for the McKesson Financial Center. Collaborating with other departments to ensure the system is configured correctly for the three departments that share the same server. Ensuring the data provided from other departments is correct and updating the system. Attended Desktop and Process Analytics training from July 23, 2013 to July 26, 2013.

workforce analyst

compupros

2012-6 - 2012-9 · 4 mos

Bluecross Blueshield of Texas - Contractor Point of contact for all call center issues, monitoring call volume, and staffing levels to ensure daily ASA goals were met. Administration, forecasting and staffing requirements for the Rockford, Illinois site within the eWorkforce Management (Aspect) system. Daily reporting to various levels of manager on performance. Creating custom documents on various job functions using Cisco, eWFM (7.3), RTA, Empower.