Anthony Almond
Business Operations Analyst at Ascena Retail Group, Inc.
Business Operations Analyst at Ascena Retail Group, Inc.
"Doing the right thing is more important than doing things right." - Peter Drucker

Self motivated, goal oriented professional that is committed to providing an excellent customer experience, while working in fast-paced environments that demand strong analytical, leadership and interpersonal skills.  

Successful experience in call center operations, customer service, and management training.

Ability to develop and maintain successful relationships at multiple levels, from front-line specialist to Executive Director.
Ascena Retail Group, Inc.
https://www.linkedin.com/company/ascena
https://media-exp1.licdn.com/dms/image/C4D0BAQFEs11p9KqPwQ/company-logo_100_100/0/1612793558168?e=1655942400&v=beta&t=FgF-utHaGrBQ0DN-UkNcS8JDAjxjPGD7Zz-U5z6uni8
Business Operations Analyst
Pickerington High School Central
https://www.linkedin.com/company/pickerington-high-school-central
Pickerington, OH
https://media-exp1.licdn.com/dms/image/C4E0BAQFluRr7eMVcbQ/company-logo_100_100/0/1539309267013?e=1655942400&v=beta&t=eTXWBUqqLHKJ0dqeTCgohgmQWk3ipV0NTK_IMB4ZilA
Assistant Girls Basketball Coach
JCPenney
https://www.linkedin.com/company/jcpenney
Columbus, Ohio
https://media-exp1.licdn.com/dms/image/C560BAQHbecnwACrTMA/company-logo_100_100/0/1573225152296?e=1655942400&v=beta&t=KtAHHQd3IkyOwtegzTNzI_i76mkSwVUfR_nIPGN_FNY
Workforce Supervisor
Chase
https://www.linkedin.com/company/chase
Supervised 19 employees, including eight salaried direct reports across multiple locations; six forecasters and two scheduling managers with up to seven direct reports each. 

Identified process improvement opportunities, including cost saving initiatives. 

Led more than 20 launches and decommission projects from start to finish across multiple lines of business.

Generated monthly plan for fungible staff utilization between Card and Retail lines of business.
Columbus, Ohio Area
https://media-exp1.licdn.com/dms/image/C4D0BAQEX5EgGYWOVzg/company-logo_100_100/0/1519952222616?e=1655942400&v=beta&t=LfjYbkSXZIJreU37CFGZz80Emg5VteOFGEWq3Z9rMgU
Scheduling and Interval Forecasting Leader
Chase
https://www.linkedin.com/company/chase
Successfully led 2015 and 2016 shift bids for over 900 phone specialists each year.

Effectively led the line of business through eWFM upgrade project.

Team Subject Matter Expert for eWFM configurations and improvements.

Assess staffing requirements and develop schedule recommendations to best meet the business demands.

Coordinate schedules to include training, meetings, and miscellaneous events with minimal impacts to service levels.
Columbus, Ohio Area
https://media-exp1.licdn.com/dms/image/C4D0BAQEX5EgGYWOVzg/company-logo_100_100/0/1519952222616?e=1655942400&v=beta&t=LfjYbkSXZIJreU37CFGZz80Emg5VteOFGEWq3Z9rMgU
Senior Operations Analyst
Eddie Bauer
https://www.linkedin.com/company/eddie-bauer
Produce weekly schedules in a 24/7 contact center, for over 160 agents, Team Leads and Supervisors. Create schedules for inbound and offline departments to ensure customer satisfaction. 

Developed and maintain staffing models that identify current and future hiring needs, for non-peak and peak seasons. Work with Contact Center Managers and Human Resources to coordinate the hiring and training of new employee resources.

Work with Contact Center leadership to coordinate processes to meet the operational and strategic needs of the business, to advise on potential opportunities or hazards that affect the business' ability to meet strategic goals, and to solicit feedback that influence the operations of workforce management.

Partner with various business units, Training and QA to schedule training, coaching and team meetings, while maintaining staff coverage. 

Intra-day management of Service Level, Utilization/Occupancy and front-line agents to ensure adherence to schedule and compliance within established parameters.
Groveport, OH
https://media-exp1.licdn.com/dms/image/C560BAQGTLNSs9-XV_g/company-logo_100_100/0/1642548856714?e=1655942400&v=beta&t=EPqJUKIRijgqrzjnmVmPnc6fd_UJhQ3HUN8UvBXO-GA
Workforce Management Analyst
Teleperformance, USA
https://www.linkedin.com/company/teleperformance
Intra-day management of Service Level, Site Efficiency/Occupancy and front-line agents to ensure adherence to schedule and compliance within established parameters.

Generated inclusive alerts for any type of situation that could disturb Service Level or efficiency (i.e. technical issues causing idle time and/or a higher than forecasted increase in call volume, and excessive general use of Aux, ACW and/or agent population shrink) 

Monitored Agents’ adherence to scheduled time to handle calls and for off-phone events (break and pre-approved Aux modes).

Monitored established thresholds for agent states that are not pre-approved and must be limited (ACW, Long Calls, Aux modes).

Communicated with Operations Management for prompt resolution of issues identified in duties above.
Columbus, Ohio Area
https://media-exp1.licdn.com/dms/image/C4D0BAQFhrwt2epj2mQ/company-logo_100_100/0/1635791768245?e=1655942400&v=beta&t=dVKLOayxhchRhS-xxfhsDNmRg9PAPwa4NXIaQ9lZELw
Workforce Management Analyst
Teleperformance, USA
https://www.linkedin.com/company/teleperformance
Provide excellent customer service to all subscribers and fellow representatives.

Understand, Organize, and Train new information to internal representatives for educational and informative purposes.

Utilize Key Performance Indicators to manage team and individual performance on a daily, weekly and monthly basis.

Identify and track volume causing issues with management to implement Continuing Education for Associates.
Columbus, Ohio Area
https://media-exp1.licdn.com/dms/image/C4D0BAQFhrwt2epj2mQ/company-logo_100_100/0/1635791768245?e=1655942400&v=beta&t=dVKLOayxhchRhS-xxfhsDNmRg9PAPwa4NXIaQ9lZELw
Technical Support Supervisor
BA
Business Administration
https://media-exp1.licdn.com/dms/image/C560BAQE0wmw3kVmb_A/company-logo_100_100/0/1519856179114?e=1655942400&v=beta&t=ISueyuOcNEYPZE1POdq8tYeMOQICzpFInuGVVKPGOWo
Ohio Dominican University
https://www.linkedin.com/school/ohio-dominican-university/
Pickerington Youth Athletic Association
Girls Basketball Coach - Rec
Pickerington Youth Athletic Association
Girls Travel Basketball Coach
https://www.linkedin.com/in/phallon99
Atlanta, GA
Phallon Long
Graduate of CSULB
https://www.linkedin.com/in/amber-price-170319190
New York City Metropolitan Area
Amber Price
Marketing and Sales Lead Specialist at Energy Electronics, LLC
https://www.linkedin.com/in/sheila-t-636a0499
Washington, DC
sheila t
Sheila Enterprise LLC
https://www.linkedin.com/in/larry-ward-ii-82527735
Jacksonville, FL
Larry Ward II
Operations Manager at United Road Services
https://www.linkedin.com/in/tiffany-coleman-88075331
Atlanta, GA
Tiffany Coleman
Senior Coordinator Broadcast Operations
https://ag.linkedin.com/in/ren%C3%A9e-edwards-ambrose
St. John’s
Renée Edwards-Ambrose
Hype Woman for Queens || Visionary • Educating • Leadership • Aviation • Engineering• Branding • Marketing
https://www.linkedin.com/in/yvettejneedham
Chicago, IL
Yvette Needham
Sports Mami | Business Consultant | Network Strategist #iamyvettejuliet #blackmillennialentrepreurs
https://www.linkedin.com/in/valenciat
Atlanta, GA
Valencia Thompson, MSc
Published Author & Sr. IT Business Analyst
https://nl.linkedin.com/in/leigh-fish-007
Sittard
Leigh Fish
#javascript #html #css #testing
https://www.linkedin.com/in/teresanichole
Jacksonville, FL
Teresa Nichole
Day Maker- Motivator Real Estate Agent- FHRM
https://www.linkedin.com/in/ariel-mcmahon
Houston, TX
Ariel McMahon
I help Black businesses cut through the competition and attract more customers through unique and strategic branding and graphic design ✨ Owner of ATC Studios
https://www.linkedin.com/in/sandra-clifton-56431b88
Detroit Metropolitan Area
Sandra Clifton
Independent Distributor at Enagic - Kangen Water "Change Your Water.....Change Your Life"
https://ph.linkedin.com/in/nicachescasoriano
Pangasinan
Nica Chesca Soriano
Helping you optimize your social media profiles convert more sales using design and strategy. 💯
https://www.linkedin.com/in/sandra-randal-jm-5142a798
Lithonia, GA
Sandra Randal, JM
Fraud & Claims Ops Manager at Wells Fargo
https://www.linkedin.com/in/yvette-rivera-837616106
Casselberry, FL
Yvette Rivera
Senior Program Manager at UBC
https://www.linkedin.com/in/stephaniemegan
Greater Kalamazoo Area
Stephanie Ricca
Business Analyst in Business Process Enablement at Kelly Services
https://www.linkedin.com/in/charlesawatson
Greater Phoenix Area
Charles A Watson
Business Strategy & Performance | Operations Management | Customer Experience
https://www.linkedin.com/in/asiabyrd
Columbia, MD
Asia Byrd
Operations Analyst at Morgan Stanley
Jeremy Martin
      
          



            
              
        
              
  

    
        As a temporary supervisor, Anthony provided valuable and insightful support  for team management.  Through his guidance I was able to develop my team metrics and secure a supervisor position.  

Now that I work with him as a peer, he continues to extend unwavering support and is a supervisor that exemplifies the best values of that position.
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It is with great excitement that I announce that I have accepted a position with JPMorgan Chase, as Vice President Community Manager. My new role…
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We are looking for someone to join our team as Coordinator of Customer Care. This is a great opportunity to work for an amazing company, Ascena…
https://www.linkedin.com/in/anthony-almond-998558145
Austin, TX
Anthony Almond
Senior Scientist at MediaScience®
https://www.linkedin.com/in/anthonyalmond
Greater Philadelphia
Anthony Almond
Retired from Travelers
https://au.linkedin.com/in/tony-almond-maicd-8130799
Greater Perth Area
Tony Almond, MAICD
General Manager Technology at Woodside Energy
https://uk.linkedin.com/in/anthony-almond-110422189
York
Anthony Almond
Account Handler at Stage One
Ohio Dominican University Alumni Association & Community
https://media-exp1.licdn.com/dms/image/C4D07AQEjy70xWHFCIg/group-logo_image-shrink_200x200/0/1631372840275?e=1647691200&v=beta&t=mnGMsyMHzxW9bN3zyKdKpITNHEiHyrbaPzZBwnnU2dw
https://www.linkedin.com/groups/79571
Athlete Network - Current & Former College Athletes
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https://www.linkedin.com/groups/1207137
Workforce Management
https://media-exp1.licdn.com/dms/image/C4E07AQEL4FBwh_7utA/group-logo_image-shrink_200x200/0/1631363395510?e=1647691200&v=beta&t=kDRc9A6lonWij8oM2hbu1uqDoor852DGhj6p90PtHb4
https://www.linkedin.com/groups/132614
Workforce Management Professionals
https://static-exp1.licdn.com/sc/h/4h1ldzvvebtszyx75ve7dst1v
https://www.linkedin.com/groups/43367
Infor People Solutions (HCM and WFM) - Consultants and Users
https://media-exp1.licdn.com/dms/image/C5607AQFIAS8oUMgrVQ/group-logo_image-shrink_92x92/0/1631004303105?e=1647691200&v=beta&t=iSC3mJcpVG42std2THVoXvhAq7e1OLNdz7zLDI9xYNU
https://www.linkedin.com/groups/2209673
Columbus Black Professionals
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https://www.linkedin.com/groups/4616684
Society of Workforce Planning Professionals (SWPP)
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https://www.linkedin.com/groups/2777089