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Click here or scroll down to respond to this candidate C HRISTINE H AYES
Street Address Quince Court - Mount Laurel, New Jersey
PHONE NUMBER AVAILABLE EMAIL AVAILABLE
OPERATIONS LEADERSHIP / RESOURCE MANAGEMENT
Leveraging individual strengths to educate and motivate top-performing sales and service teams.
Senior Manager / analyst with talent assessment and training expertise producing consistent growth in sales,
productivity and customer service. Strong relationship-builder, communicator, negotiator, presenter and
leader. Proven ability to resolve high-profile, complex customer situations for mutual profitability. Received
more than 20 professional recognition awards. Proficient using Word, Excel, PowerPoint and Access .
Expertise and experience include:
Quality Assurance Regulatory Productivity
Compliance Improvement
Customer Retention
Training & Call Center Operations
Workforce
Development
Management
Resource Planning
Employee Relations
PROFESSIONAL EXPERIENCE
Independence Blue Cross, Philadelphia Pennsylvania 2015-Current
Workforce Management
Assist WFM team in all aspects of Workforce Management including Forecasting, Capacity Planning,
Scheduling, and Real Time Management for over 600 associates across multiple business units
Develops workforce strategies and staffing models to enable the business to meet its financial, customer
and employee targets by forecasting workloads and staffing requirements on an ongoing basis
Works closely with business leadership and subject matter experts to enhance daily processes
Monitor contact center teams and call queues for real time adherence to schedule and efficiency
expectations
Manage intraday call and document workloads, recommending adjustments to ensure appropriate
capacity levels
Approve discretionary activities and update the contact center schedule to reflect the changes
Participate in meetings to review staffing levels, capacity, and the forecast, identifying challenges and
making recommendations where appropriate
Verizon Communications, Robbinsville New Jersey 2000-2015
Manager National Small Business (2014-2015)
Go To Market Manager
Prioritized training requested delegating to proper training channels
Tracked completions of assigned training to management and associates
Facilitated daily training calls including, train the trainer and huddle calls to ensure all training
materials and expectations were clear
Managed employee training classes for 850 + associates and management.
Workforce Manager (2009-2014)
Improved compliance with corporate/regulatory, wholesale/retail service-level objectives by assessing and
educating local workforce of 600+ employees. Collaborated in everyday workforce management, including
scheduling and reassigning employees. Documented and communicated policies and processes regarding
scheduling to network and national resource management personnel. Promoted due to expertise in
concepts/practices of quality and productivity improvement, training and cost control.
Improved productivity 20% and increased sales 12% by identifying and streamlining call center online
operational/technological issues that effected efficiency and customer satisfaction.
Selected to serve on numerous national projects, addressing special quality issues and challenges.
Instrumental in identifying root causes of issues and expediting resolution.
Collaborated with Quality Assurance Team to monitor performance, ensure associates met or exceeded
Public Utilities Commission (PUC) standards and develop required customer service skills.
Managed ~150+ employee-training classes for 600+ associates. Maintained documentation of all
training to provide executive updates weekly. Nominated for excellence award.
Workforce Supervisor (2008-2009)
Promoted positive customer relations and supported sales organization. Supervised customer service
operations. Trained and motivated 45 Workforce Administration Associates supporting Consumer call
centers. Balanced customer access conditions and cost management, including overtime scheduling, schedule
adherence monitoring, call type and volume trending,
Responsible for the utilization of resources and planning activities to ensure answering customers calls
within regulatory objectives and guidelines.
Maintained awareness of changing needs for continuation training, focus group and workshop
scheduling aimed at sales.
Workforce Administrator (2007 - 2008)
Instrumental in coordination and scheduling of training for >600 Copper to Fiber consultants. Developed
culture of open/honest dialogue and employee involvement that demonstrated individual value in improving
performance. Statewide monitoring of a workforce of >600 online consultants to ensure targeted adherence is
being met and or exceeded.
Successfully scheduled > 54,000 hours of training and implemented protocol for all phases of the teams
activities including quality metrics.
Built and distributed employee work schedules for 250 + Associates and Managers in accordance with
forecasted call models to ensure customer service coverage during business hours.
Inputted and released all hours for 250 + Associates and Managers to ensure payroll accuracy
Allocated, tracked, granted vacation hours / days in accordance with contractual guidelines for
associates. Tracked and maintained vacation time for Managers.
Online Consumer Sale and Service Associate (2000-2007)
Proactively guided residential customers through calls by asking them targeted questions to understand needs
and recommend products. Created atmosphere of partnering with customer to further understand goals and
balance home life. Selected for management mentoring program.
Cendant Mortgage, Mount Laurel, New Jersey 1997-2000
Quality Control Manager (1997-2000)
Conduct quality control reviews in multiple functions within Mortgage Servicing.
Collaborate with internal and external auditors and state regulators to provide information on loans
assigned with Mortgage Servicing.
Complete daily, weekly, and monthly quality control reviews of key functions within Mortgage
Servicing.
Identify research and resolve the root cause of issues that arise during quality control reviews.
Review quality control findings with senior leaders within mortgage servicing functions and suggest
actions that
may be taken
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