Katrina Mae Laynes Rallon

Ten plus years of experience with forecasting, capacity planning, and real-time workforce management. Proficient with phone system reporting and scheduling tools (Nice, IEX, CMS Avaya) as well as Microsoft Office (Excel, Word, PowerPoint, Outlook). Ability to demonstrate and articulate understanding of key workforce management concepts as related to forecasting, capacity planning, scheduling, real-time monitoring, call routing, and performance improvement. Strong quantitative/analytical skills. Excellent interpersonal, written, verbal, and listening skills. Absolute team player who consistently demonstrates respect, inclusion, and an open mind. Proven ability to coach to, and drive for, results and provide strategic value. Able to promote change by influencing and guiding others in a positive manner. Strong project management skills.