Stephanie Walker

Background

About Stephanie Walker

A strategic thought leader with experience in Workforce Management, Leadership, IT Project Management(Agile & Waterfall), Quality Assurance testing, and Call Center technology SME. Certified in Workforce Planning along with ACS and ALMI designation through Loma. Professional hi lights: Excels at creating business strategies, finding process efficiencies and executing high performance objectives driving financial business results. 3+ years as IT Support; 1-yr as Delivery Manager for Data Migration and Production Support teams and 2-yrs as Quality Assurance Architect. Developing IT/QA resource planning forecasts and models, Program oversight with data reporting and actionable insights, along with leading process improvement initiatives for improved productivity. 10+years in Workforce Management; Certified Workforce Planning Professional with experience in; successfully leading Business and IT projects, Call Center and Back Office staff planning, workload forecasting, workforce and project scheduling, intraday management, and Call Center technology SME for ACD routing, IVR, and OB Predictive dialer. 1 of the 5 Finalists for Workforce Manager of the year in 2016 through SWPP. 7+ years experience in the management of an Outbound Predictive dialer; create dialing campaigns and system efficiencies to increase productivity while remaining FTC compliant. 14+ years as a Leader of people. Coaching, mentoring, and team development. 17 years as a licensed Life and Health insurance agent. Sales and Customer Service leadership and agent experience in a Call Center environment.