Schmitz Resume

Schmitz Resume

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  Julia C Schmitz 1050Starkey Rd #2603  Largo, FL 33771  [email protected] Profile Proven contact center leader with 10 years experience in process improvement; project implementation & management; call routing & handling; metric design, build & analysis. Skills Summary  Project Management  Performance Improvement  Business systems implementation  Team building and development  Quickly master new technology  Scheduling  Bridge building across departments  Work at Home Strategies  Best in class employee engagement scores  Professional Presentations Professional Experience PROJECT MANAGEMENT  Project lead on $500k Performance Management technology implementation for 1,900+ call center users: Including managing vendor deliverables, coordinating all internal resources across call center, IT, communications, and human resources departments, reporting to senior leadership steering committee. Delivered project on time and on budget.  Project lead on mutli-departmental effort to reduce Work at home agent technical issues. Identified and resolved internal technological conflicts. Produced standardize guides and training for use by agents and support teams for external issues.  Co-lead on project to create a common review date for all agent Performance evaluations. Included new reporting systems, KPI matrixes, coaching form automation, communications and training guides for agents and all levels of leadership.  Oversaw reporting and real-time process implementation through the introduction of two outsourcers. Multiple rounds of testing and feedback were needed to ensure maximal routing effectiveness and accurate reporting due to limitations of vendor systems. Provided SME guidance on their system configuration. PROCESS IMPROVEMENT  Redesigned work at home support provided by the command center to 1300+ WAH agents. Moved from one PBX line to ACD with skills routing to allow for multiple call handling as well as messaging and quality monitoring. Migrated from Excel spreadsheet to Access database for agent issue recording. This allowed for advanced reporting and search by agent, location, issue type, and carrier as well as ticket generation. Streamlined call process and SOPs. 30% jump in Service levels the first year change was instituted. Continue to 80% service levels.  Worked with Telecom department to absorb system check responsibilities when they reorganized to a non-24/7 department. Our department took on two FTE allowing theirs to eliminate four off-hour roles. Responsibilities we received included Virtual hold, IVR, Genesys, Smart Call, and ATB monitoring along with paging tool for system issues.  Project team member who designed outsourcing routing strategy through Genesys ICR. Parlayed that experience to later design automated routing for our email/chat agents.  Improved skill based routing used by our sister company resulting in higher internal utilization and reduced call flow to outsourcer.  Introduced and trained team on system to increase same-day voluntary time-off resulting in over $1 million in cost saving the first year.
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  Julia C Schmitz Résumé,Page Two Available for Relocation Employment History HSNi St. Petersburg FL, Multiplatform retail enterprise with 3 billion at year in Sales Manager – Operations Command Center & Reporting – 2011 to present  Leads and manages 24x7 operation which directs all call traffic for a multi-skilled, multi- department contact center using Intelligent call routing to achieve revenue and specific operation and customer focused goals.  Responsible for all staff that acts as a hub for multi-site organization for any impacting issues  Interacts with multiple sites (including outsourcer) and leadership in support of routing and call handling initiatives  Responsible for real time and historical reporting of metrics  Supports IVR application through the recording of the main application as well as item descriptions  Plans, controls, and coordinates the development of system project from the initial definition phase through successful implementation  Technically directs project and acts as project lead  Reports on trends and makes changes to skill and thresholds based on those trends  Interacts daily with senior level leaders. Reports to VP of Operations.  Team of 18 (6 exempt, 12 non-exempt) Sr. Analyst – Operations Sales & Service Reporting – 2007 to 2011  Provided direct supervisory guidance to internal reporting analysts, as well as perform lead administrative duties required to operate our internal reporting systems  Managed the Sales and Service center needs and ensured that the needs of our various business partners were met.  Migrated reporting team to “analysis-center” environment  Analyzed and reported on call data trends and made recommendation to improve center’s effectiveness  Created and maintained partnerships with our technology teams  Provided ad-hoc reporting and analysis as needed 2005 - 2007, Supervisor of SSC Workforce, HSN, St. Petersburg, FL 2004 - 2005, Supervisor of SSC Reporting, HSN, St. Petersburg, FL 2003 - 2004, Operations Supervisor, HSN, St. Petersburg, FL 2000 - 2003, Operations Coordinator, HSN, St. Petersburg, FL Education 1991 - 1996 UNIVERSITY OF NEW MEXICO, ALBUQUERQUE, NM B.B.A. ANDERSON SCHOOLS OF MANAGEMENT Computer Skills  Microsoft Office (Work, Excel, Access, PowerPoint, SharePoint)  Call routing - AVAYA ACD, CMS, Genesys ICR  Database design and manipulation  Crystal Reports  Nice NPM