RYANNE MALDONADO

2616 Erwin Road #2348, Durham, North Carolina 27705

Phone: 210.393.5193
E-mail: ryannesm@hotmail.com

“Ryanne is a very focused individual, committed to getting the job done right, on t
ime and accurate. She is well respected by the team and has continued to do an
excellent job in providing an exceptional service to the call center align to th
e values of USAA commitment to service.†---VICTORIA BARR, MANAGER, USAA

QUALIFICATIONS PROFILE
Remarkably astute, quality-focused, and results-driven professional, offering br
oad-based experience in Workforce Management, Customer Relationships, and Busine
ss Analytics. Possess stellar qualifications in providing strategic direction on
integrated contact center activities related to call optimization, call center
reporting and ad hoc requests. Regarded as hands-on manager with proven expertis
e in workforce forecasting, scheduling, and load balancing for call activities a
t site, optimizing service and quality levels and ensuring most efficient utiliz
ation of resources. Proven effectiveness in leading a high-performing team to co
ntinually identify opportunities for process improvement, revenue generation, fi
rst call resolution, and customer retention. Known for keen eye for detail and e
xtreme capability to multitask in fiercely competitive and fast-paced environmen
t.

CORE COMPETENCIES
- Contact Center Operational Analysis
- Outstanding Business Acumen
- Time Management and Prioritization
- Continuous Process / Performance Improvement
- Quality Assurance and Industry Best Practices
- Client Management Administration
- Articulate Oral and Written Communication
- Superior Interpersonal and Presentation Skills

WORK HISTORY
UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA) - SAN ANTONIO, TX: 1999–PRESENT
A Fortune 200 financial services company offering banking, investing, and insura
nce to people and families that serve, or have served in the United States Milit
ary
Contact Center Operations Analyst I Jun 2008–Present
Analyze all aspects of call center operations to evaluate the impact of business
initiatives and staff availability on the enterprise and related line(s) of bus
iness. Address and resolve issues to deliver exemplary work product. Facilitate
training and mentor less experienced team members to develop competencies in esc
alating issues. Pivotal in providing real-time monitoring of call center conditi
ons for the line(s) of business and for third party support. Provide timely reco
mmendations for modifications of line(s) of business performance and call volume
distribution to achieve daily objectives. Research information, assess data tre
nds, identify root cause(s) and provide expert advice concerning corrective meas
ures. Monitor and communicate the impact of intraday call center performance res
ults by utilizing data profiling techniques. Work collaboratively with a colleag
ue in completing skills audit, as well as updating CMS, skills database, and ski
ll templates. Regularly convene with the management of the assigned management u
nits to coordinate team meetings, huddles, and coaching toward fulfillment of MS
I.
Notable Accomplishments:
- Commended for vigilantly monitoring MSR phone answering performance real
time track to MSI
- Greatly surpassed MSI performance, 11 out of 12 months through the impro
ved real time operations management
- Received a spot bonus for consolidating multiple switch of all regions o
f USAA’s claims departments to one main switch
- Assumed full responsibility in updating, double-checking hundreds of emp
loyees
- Ensured optimal coverage at lowest cost by developing and executing sche
dule sets designed to map resources for incoming call demand
- Expertly managed the MSI for Policy Service consisting of more than 3000
phone representatives divided into multiple skill types and proactively alerts
management when calls were in queue
- Instrumental in preparing daily reports and reputed for recording minima
l errors throughout the year
- Efficiently completed monthly shift bid assignment in conjunction with o
ther analysts due to the large undertaking that was involved

Workload Analyst May 2005–Jun 2008

Completed assessment of staffing plans against workload requirements and results
to deliver exceptional service at all times. Prepared reports and scheduled mod
els to identify trends, alert areas of needed changes, and understand results. O
rchestrated weekly business meetings and reviews; scheduled coverage and initiat
ed appropriate recommendations to management. Performed real-time monitoring of
current business developments and conducted daily, weekly, and monthly analysis
on trends.
Notable Accomplishments:
- Served as the focal point of contact for four switch consolidations perf
ormed for both Policy Service and Claims; completed all by utilizing IEX Totalvi
ew and CMS/Centre-VU
- Played a vital role in completing weekly and monthly skill audits and re
solved any skill or call routing issues
Workload Specialist Mar 2003–May 2005
- Exemplified keen expertise in meeting business requirements in a timely
and accurate manner
- Gathered and maintained data required to provide reliable reports and fo
r future references
- Enhanced agent skills by facilitating highly effective training sessions
to facilitate efficient routing of calls
Intraday Specialist Jun 2001–Mar 2003
- Generated weekly business reports and organized business meetings weekly
to measure goal achievement and identify areas for improvement
- Earned extensive Totalview /CMS Centre-Vu skills by conducting real-time
monitoring for banking services
Call Direction Senior Oct 1999–Jun 2001
- Compiled daily, weekly and monthly telephone activity reports and adhere
nce reports for the call direction team
- Presented quality audits results for management review in collaboration
with call direction operators
- Promoted to Intraday Specialist in recognition for exemplary performance
in training the Intraday Team
Call Direction Operator Jun–Oct 1999
- Addressed diverse needs of members and internal customers by connecting
them to the appropriate area
- Rose from rank and subsequently acquired promotion within the first six
months of tenure at USAA by demonstrating willingness to accept new job assignme
nts

MAJOR AWARDS RECEIVED

Certificate of Dedication for Intraday Reports Team: 2002
Certificate of Dedication for Intraday Management: 2001
Certificate of Dedication for Call Direction: 2000
TECHNICAL SKILLS
Microsoft Office Suite: Word, PowerPoint, Excel and Access, Totalview, and Avaya
CMS Supervisor