Mary Burgin Email & Phone Number | Experienced Workforce Management Analyst with a strong background in optimizing call center operations and driving efficiency. Skilled in utilizing industry-leading software such as Avaya CMS, Aspect, ASAPP, RingCentral, Verint, IEX, and IC Business Manager. Proficient in Microsoft Excel for data analysis and reporting. Throughout my 9 years in the field, I have successfully assisted and directed day-to-day call traffic, ensuring consistent adherence to service level agreements. I am highly adept at load balancing, staffing, and providing real-time recommendations to achieve optimal operational performance. My expertise lies in evaluating and monitoring key performance indicators including ASA, AHT, staffing, call volume and more, enabling me to make data-driven decisions to improve customer service levels. I also excel in conducting skilling audits, developing accurate staffing projections, and implementing strategic measures to achieve goals. I am known for my ability to collaborate with leadership and communicate effectively with call center staff, management, and directors. By leveraging my strong people skills gained through past customer service experience, I am comfortable working with a range of diverse individuals in a respectful and professional manager, while still maintaing a polite and warm demeanor.

Mary Burgin

Experienced Workforce Management Analyst with a strong background in optimizing call center operatio...
Louisville, Louisville, United States

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Mary Burgin’s Location Louisville, Louisville, United States

Mary Burgin’s Current Industry Public Storage

Mary Burgin’s Prior Industry Spectrum | Firstsource Healthcare Payer

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Workforce Coordinator

2022-09-01 00:00:00 - Present

National Traffic Workforce Analyst

2020-03-01 00:00:00 - 2022-09-01 00:00:00

Workforce Optimization Coordinator II

2015-02-01 00:00:00 - 2020-03-01 00:00:00

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Mary Burgin is a Experienced Workforce Management Analyst with a strong background in optimizing call center operations and driving efficiency. Skilled in utilizing industry-leading software such as Avaya CMS, Aspect, ASAPP, RingCentral, Verint, IEX, and IC Business Manager. Proficient in Microsoft Excel for data analysis and reporting. Throughout my 9 years in the field, I have successfully assisted and directed day-to-day call traffic, ensuring consistent adherence to service level agreements. I am highly adept at load balancing, staffing, and providing real-time recommendations to achieve optimal operational performance. My expertise lies in evaluating and monitoring key performance indicators including ASA, AHT, staffing, call volume and more, enabling me to make data-driven decisions to improve customer service levels. I also excel in conducting skilling audits, developing accurate staffing projections, and implementing strategic measures to achieve goals. I am known for my ability to collaborate with leadership and communicate effectively with call center staff, management, and directors. By leveraging my strong people skills gained through past customer service experience, I am comfortable working with a range of diverse individuals in a respectful and professional manager, while still maintaing a polite and warm demeanor.