Workforce Management Analyst @ Collaborate with WFM Team to help oversee, manage, and review trends and reporting for over 175+ agent call center Provide regular reporting to all levels of management on call center KPI’s and Agent Performance Oversees the forecasting of Call Volume, AHT, and Shrinkage and the generation of agent schedules Proactive monitoring of real time adherence, call volume and trends to maintain a productive environment and meet daily service level goals. Track, analyze and report call center performance based on reports in CMS and IEX and utilize the historical data and trends to generate short term forecast models. Manage proactive approval and denial of all discretionary activities; such as vacations, school schedules, and personal time off. Periodic review and update of all WFM policies and procedures to ensure consistency and WFM is staying in line with department goals. Facilitate new hire presentations for agents including the navigation of IEX Agent Webstation Tool From December 2014 to Present (11 months) Providence, Rhode Island AreaWorkforce Planning Analyst @ • Effectively work with all lines of business to manage the real-time placement of staff and work flow throughout the day to account for variations in forecasted vs. actual staffing situations • Communicates with upper and lower management in regards to real time schedule updates efficiently and accurately. • Document trending and reports in regards to AHT, occupancy, and call volume From May 2011 to December 2014 (3 years 8 months) Providence, Rhode Island AreaSenior Customer Service Representative @ • Provide efficient service to clients, broker/dealers and assistants with inquiries and maintenance requests • Maintained a high level of customer service to meet and exceed NQR peer quality averages • Actively researched and provided resolutions to various tasks and issues • Focused on attention to detail in regards to customer requests and questions. From January 2008 to May 2011 (3 years 5 months) Providence, Rhode Island AreaNational Helpline Associate @ • Reviewed proper resources to verify policy and procedures within Bank of America’s policies and code of ethics • Provided support to a large segment of banking centers domiciled in the state of California • Provided assistance with account opening, and maintenance on a Consumer and Small Business Level From June 2007 to January 2008 (8 months) Greater Boston AreaCustomer Service Rep/OJT Coach @ • Provided customer service functions regards personal checking and savings accounts • Provided support to a large segment of customers across the United States • In-Bound Call Center – Taking calls, notating key information, and focusing on attention to detail to meet customer needs. From December 2005 to June 2007 (1 year 7 months) Providence, Rhode Island Area

Bachelor's Degree, Information Technology / Cybersecurity @ Southern New Hampshire University From 2014 to 2018 Charles Robertson is skilled in: Call Center, Microsoft Excel, Customer Service, Outlook, Risk Management, Financial Analysis, Process Improvement, Microsoft Office, PowerPoint, Call Centers, Banking, Management, Data Analysis, Access, Insurance, Analysis, Leadership