Wells Fargo N.A.

• Developed site/regional recommendations for five contact centers while maintaining IDP (Intra-day Plan), 5, 21 and 90-day (short & long term) forecasts.

• Partnered with QA (Quality Assurance Team) to build processes which ensured fair balance between expectations of agent performance and scheduling flexibility.

• Managed analysts’ daily workload of exceptions/schedule changes for multiple groups.

• Provided backup support for offshore groups during times which operational effectiveness was impacted by staffing, weather, or other extenuating circumstances.

• Raised service levels 18% (first 90 days) by identifying and correcting agent profile errors in CRM/CMS.