ESM - Highlands Ranch since Apr 2011
Command Center Specialist
Frontier Airlines Sep 2010 - May 2011
Workforce Management
Sprint Apr 2006 - Sep 2010
Workforce Managment Analyst II
Cendant - Moore, OK Apr 1996 - Apr 2006
Resource Planning and Management/Workforce Management Supervisor
Cendant Jul 1991 - Apr 1996
Travel Agent
Education:
Northeastern University 1989 - 1991
BSBA, Operations Management
Community College of Rhode Island 1977 - 1979
Associate of Science (AS), Accounting and Business/Management
Skills:
Customer Service Business Communications Workforce Management Performance Reporting Reporting Systems Contingency Planning Microsoft Office Call Center IEX Total View Training Call Centers Management Vendor Management IVR Leadership Telephony ACD Telecommunications Coaching Team Building Quality Assurance Process Improvement Project Management Process Scheduler Troubleshooting Human Resources Customer Satisfaction Customer Experience
Apr 2011 to 2000 Command Center Specialist/Scheduling & Forecasting AnaylistFrontier Airlines Denver, CO Sep 2010 to May 2011 Workforce Management AnalystSprint/Nextel Englewood, CO Apr 2006 to Sep 2010 Workforce Analyst IISprint/Nextel
Apr 2006 to Apr 2006 Workforce Analyst II ICUC/Cendant Travel Denver, CO Jul 1991 to Apr 2006 Resource Planning and Management SupervisorVarious Hotels Providence, RI 1979 to 1992 Night Auditor
Education:
Northeastern University Boston, MA 1991 Bachelors of Science in Business Administration