Demonstrated expertise in managing scheduling and RTA practices and delivery in multi-channel (phone, email and chat) global technical support organizations.
July 28, 2021
Monitor inbound/outbound case volumes (phone, email, chat, bot, social) to develop staffing and skill/knowledge-based routing requirements based on trends and business service objectives.
August 02, 2021
Create best capacity plan and set staffing targets for our business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, Operational Flexibility, and Cost Effectiveness.
August 23, 2021
Assist the Senior Program Manager and Director with the on-going supervision of external partners and their project outcomes including maintaining regular communication to ensure successful project completion.
September 14, 2021
Lead and perform analysis around driver impacts to the capacity plans focused on identifying risks to the business plan, as well as, finding opportunities to improve operational performance and quality.
September 15, 2021
Workshops, legal assistance, Board Build, Neighborhood Leadership, Neighborhood 360â”¬â–‘ Fellows, and community engagement assistance) with the goal of increasing the capacity of CBDOs to operate efficiently, demonstrate good governance practices, and implement effective commercial revitalization projects.
September 21, 2021
Manage the day-to-day operation of assigned Avenue NYC capacity building and organizational development programs, including managing annual outreach and recruitment efforts, developing and implementing curriculum and professional development trainings, and managing all related program administration, scheduling, and coordination.
November 22, 2021