23037 E. ALAMO PL.

7 2 0 - 2 8 0 - 3 0 4 5 • A W E I S S 2 4 @ C O M C A S T. N E T

ALLEN WEISS
OBJECTIVE – WORKFORCE MANAGEMENT

To utilize my acquired skills and knowledge and improve call center dynamics
with respect to service levels and abandoned rates and adjust staffing
accordingly.

FUNCTIONAL SUMMARY

I was instrumental in setting up the Aspect software to accommodate our 20+

business units. Trained on the Aspect eWFM software, including the
eScheduler Planner and the Real Time Adherence programs. My specialty is
troubleshooting the software as well as developing creative scheduling
scenarios.

SUMMARY OF QUALIFICATIONS
2003 - 2010 - Education Sales Management
Highlands Ranch, CO
Workforce Management Specialist

 Promoted from Agent to team Leader after 18 mos.

 Transferred to Workforce Management to create the department
 Trained as an administrator on Aspect eWorkforce Management
Software in 2007.
 Created agent schedules to maximize productivity based on forecasted
data.
 Created attendance and availability reports that are automatically
delivered to Team Leaders via e-mail.
 Forecast call arrival trends based on historical data of contact and
connect rates.
 Collected NCO and AHT data daily, and built forecast information
around those trends.
 Schedule agent coaching and training sessions that has the least
impact on productivity.
 Run daily intra-day performance reports and looked for trends.
 Monitor agent compliance with RTA program.

1996 - 2003 - Affinity Group Inc.

Englewood, CO
Call Center Area Manager

 Promoted from Supervisor to Area Manager.

 Achieved team goals of 90% availability, 80% service level.
 Responsible for staffing needs.
 Coached and trained inbound sales agents to improve selling
techniques. Performed QA duties and monitored phone calls.
SKILLS AND APTITUDE

Computer Literate
Proficient in Microsoft Outlook, Word, Excel, and Powerpoint
Proficient with ASPECT’S eWFM 7.1 software
Adept with ASPECT’s eSchedule Planner
Proficient with ASPECT’s RTA program

EDUCATION
Edison Technical College – Van Nuys, CA
Associate Science
Moorpark College – Moorpark, CA
Course work - Business
California State University – Northridge, CA
Course work - Business

MISC.
Colorado State Vocational Teaching Credentials 1989 - 2002
U.S. Army Veteran - Honorably Discharged