Lannie Crudup

Profesional Summary Dynamic and strategic leader with over a decade of proven success in customer service management within the contact center industry. Recognized for driving operational excellence through strong business acumen, influential communication, and decisive leadership. Adept at leading high-performing teams, optimizing processes, and aligning operations with organizational objectives. Brings expertise in change management, performance coaching, and talent development, with a steadfast commitment to cultivating a positive, purposeful workplace culture. Known for inspiring teams, championing continuous improvement, and delivering sustained organizational growth. Professional Experience VitalChek March 2020 - Present Sr. Workforce Management Analyst-Team Lead Las Cruces, NM (REMOTE) Led end-to-end workforce management processes using Verint WFM, including forecasting, capacity planning, scheduling, and real-time adherence for multiple BPO client accounts. Collaborated with operations and client stakeholders to align Verint-driven workforce strategies with business goals, achieving a 15% improvement in SLA and occupancy metrics. Mentored and coached junior WFM analysts on Verint best practices, reporting functionalities, and optimization techniques, strengthening team capabilities and analytical accuracy. Streamlined scheduling and shift bid processes through Verint’s automation tools, reducing manual efforts by 35% and increasing scheduling accuracy across multi-site operations. Drove operational efficiency through the development of custom Verint reports and dashboards, providing actionable insights on shrinkage, adherence, and forecast accuracy. Played a key role in the successful rollout and continuous improvement of Verint WFM across new BPO programs, ensuring smooth transitions and workforce readiness during ramp-up phases. Spectrum Reach November 2019 - March 2020 Account Coordinator-Ad Sales El Paso, Tx Oversaw regional advertising campaign performance, ensuring adherence to quality standards and regulatory compliance. Managed end-to-end ad copy coordination, including accurate distribution of traffic instructions and timely client asset uploads. Regularly monitored campaign delivery and collaborated with Account Planners and Pricing/Inventory teams to resolve underperformance issues. Partnered with Ad Operations to assess and optimize advanced advertising campaign pacing for maximum efficiency. Extracted and analyzed complex campaign data using internal dashboards and third-party platforms to deliver actionable performance insights. Performed detailed audits to ensure order accuracy, proper trafficking, and successful campaign execution. Designed and implemented team training initiatives and workflow enhancements, resulting in improved operational performance and collaboration. Verizon Go Wireless June 2019 - November 2019 Store Manager Las Cruces, NM Led a top-performing Verizon retail team, consistently exceeding sales goals in device activations, Fios subscriptions, and accessory bundling through strategic coaching and performance management. Delivered exceptional customer experiences by ensuring alignment with Verizon’s customer-first approach, driving increased NPS scores and customer loyalty. Recruited, trained, and developed sales associates on Verizon’s latest products, promotions, and solutions, fostering a culture of accountability and continuous improvement. Oversaw all aspects of store operations, including inventory management, merchandising, scheduling, and compliance with Verizon’s operational standards. Utilized Verizon’s sales and performance analytics tools to track KPIs, identify business opportunities, and implement targeted strategies that increased revenue and store efficiency Masson Farms of New Mexico December 2018 – June 2019 Sales Logistics Coordinator Radium Springs, NM Analyzed sales data to strategically distribute products across 25 Home Depot stores in the southwest region, driving a 25% increase in sales in Home Depot stores. Coordinated transportation activities and equipment rental, ensuring seamless operations. Build and maintained strong relationships with district and store managers, enhancing collaboration and sales performance. Participate in market blitzes, crew drives, and distributor sales meetings to maximize exposure. Analyze transportation data to optimize routes and improve efficiency in supply chain operations. Ensure compliance with all safety regulations and company policies during transit. Maintain accurate records of shipments, including documentation for shipping and receiving. General Dynamics July 2013 – July 2018 Operations Supervisor June 2011-Jume 2013 Sr. Workforce Management Analyst July 2013-July2018 Las Cruces, NM Developed accurate operational forecasts by analyzing historical data, production trends, and cyclical demand patterns to support mission-critical programs across global operations. Optimized workforce deployment and shift planning to meet program milestones, reduce operational bottlenecks, and maintain cost-efficiency in compliance with industry standards. Conducted in-depth data analysis and generated performance reports on daily, weekly, and monthly intervals to identify trends, inform strategic decisions, and drive continuous improvement. Managed exception planning and resource reallocation to maintain operational continuity and compliance with regulatory and contractual obligations. Contributed to the development and refinement of workforce planning frameworks, KPIs, and operational models to enhance scalability and support long-term program goals. Identified resource and capability gaps through predictive analytics, enabling initiative-taking development of both short- and long-term staffing and operational strategies. Partnered with executive leadership, operations, HR, and program management to align workforce strategies with organizational objectives, ensuring readiness and agility in dynamic program environments Direct leader of 18 CSRs who were responsible for real-time production metrics and resource utilization, ensuring alignment with contractual service levels and operational KPIs. Laid off from this position due to my salary and was advised it was due to financial reasons. profeciencies Skilled collaborator Staff training and development HR policies and procedures expertise Effective cross functional communicator Process implementation Performance management systems Training programs development Data analysis Verint Impact 360 Avaya CMS Aspect EWFM Genesys Microsoft Office Suite HR/Payroll administration Statistical reporting Employee coaching Project management Education New Mexico State University – Las Cruces, NM Bachelor of Arts in Finance (References Available Upon Request)