Jacqueline Smith

Scheduling 160 people for multiple shareholders
- Airline Company
-Two tech support companies 
- Supervisors & 2ndline Support 

Still a Real Time Analyst for one of our larger clients for two days also vacation coverage for the other RTAs across all projects on those same daysScheduling 160 people for multiple shareholders - Airline Company -Two tech support companies - Supervisors & 2ndline Support Still a Real Time Analyst for one of our larger clients for two days also vacation coverage for the other RTAs across all projects on those same days

Skills: Attrition · Business Requirements · Flexible Schedule · Jira · Attention to Detail · Creative Problem Solving · Remote Workforce Management · Teamwork · Analytical Skills · Microsoft Word · Call Centers · IEX · Data Entry · Scheduling · Microsoft Excel

Hrybrid Scheduler Blue Ocean Contact Centers Dec 2022 - Present (4 months) Scheduling 160 people for multiple shareholders - Airline Company -Two tech support companies - Supervisors & 2ndline Support Still a Real Time Analyst for one of our larger clients for two days also vacation coverage for the other RTAs across all projects on those same days 

Professional Photographer Jacq's Photography Studio Jacky Henry - page 1 Sep 2009 - Present (13 years 7 months) Focusing on portrait, product, and wedding photography  - ask for site or instagram

Real Time Analyst Blue Ocean Contact Centers Jan 2018 - Jan 2023 (5 years 1 month) 

Channel Management for high-end technology companies as well as an airline company with vacation or redundancy coverage for real-time management on other projects Intraday management vs overall picture and its impacts 

Prioritizing tasks that are urgent or can have time to complete, work extra if needed to complete non urgent tasks to ensure it does not interrupt the next day 

Professional communication with Blue Ocean clients to help meet their contractual service level Flexibility for real-time management services with about 12 of Blue Ocean's clients 

Daily communication with Operations which involves VPs, Directors, Project Managers/Senior Project Managers, and Project Coordinators from multiple projects at once Developing trust in managers to work between departments and the different goals 

Schedule training in the best way that works for SLAs and coverage Finding creative ways to replace coverage when leaves or departures exist on critical absences. Assist projects in making their contractual service levels from the ground up by suggesting different ways to manage their channels and not ready time 

Training Experience: 4 new RTAs one in the office and the rest in a virtual environment on RTA duties and best practices Gather data on trends for the month compared to what we did the previous month 

Experience with the following SLAs: First Reply Time, ASA, GOS, and adherence Experience with the following contracts: Headcount and transaction Some experience in headcount scheduling approving days off based on business needs and hrs of op with rotational and fairness needs 

Works with NICE - IEX WFM program Channel Systems: ECE, Finesse, amazon, salesforce and zendesk 

Communication: Teams, outlook, Webex 

Real Time Analyst Blue Ocean Contact Centers May 2017 - Jan 2018 (9 months) 6 month term 

Customer Service Representative Blue Ocean Contact Centers Mar 2012 - May 2017 (5 years 3 months) Inbound calls and emails from a online grocery store based in New York. Left May 2016 came back a few months later on a email term which they reached out to me for and then went full time in January 2016 and got promoted May 2017

 Summer Casual - Wholesales Representative Nova Scotia Liquor Corporation Jun 2015 - Sep 2015 (4 months) - Took inbound calls from bars and restaurants placing their liquor orders - Sent emails - Orders were also sent in by email which we entered the code and quantity provided exactly as over the phone 

Empire Theatres Employee Apr 2008 - Mar 2012 (4 years) - Cleaned theatres and food stations - Operated a POS cash registrar at a busy concessions stand while providing great customer service

Office Administration Nova Scotia Community College - NSCC Sep 2006 - Jun 2009 (2 years 10 months) Learned how to be a Professional Administrative Assistant. Here are some of the office duties we learned. - Prepared a detailed meeting schedule - Create and photo copy documents - Create PowerPoint Presentations - Record minutes - Make and send faxes - Mail envelopes and packages - Learned the proper way to file - Mail merge - Document formatting