1. Adam Swafford
To acquire a permanent position within a company that encourages creativity and
professional growth in a positive environment.
11/13-Present Milestone Technologies Chico, CA
Contact Center Manager
• Manage 450 seat call center
• Supervise up to 8 senior leaders, 30 supervisors and 400 customer service
representatives
• Project Managed Quality Assurance, Training, Workforce Management,
Reporting, Recruiting and Human Resources
• Developed plans for improvements for processes and policies of the
department
• Created and monitored development plans for all leaders and customer
service representatives
• Liaison between business unit and vendor management
• Process improvement and development
• Implementations of call center practices
• Created and presented Business reviews for Client
• System improvement and development
6/12-11/13 Restoration Hardware Tracy, CA
Workforce Management Assistant Manager
• Supervise the scheduling analysts, real time monitoring functions and long
range forecasting analysts
• Supervise up to 14 analysts in 3 different call centers in Workforce
Management
• Project Managed specialized trainings, projects and organization
development
3349 Bodero Lane #2
Chico, CA 95973
530-717-7303
adam_swafford@yahoo.com
ObjectiveExperience

2. • Developed plans for improvements for processes and policies of the
department
• Created and monitored development plans for all analysts supervised
• Liaison between business unit owners and department
• Process improvement for Workforce Management
• Supervise Reporting and Programming Analyst
• System improvement and development
12/11-6/12 Supportspace South San Francisco, CA
Customer Service Manager
• Supervise up to 8 agents and receive escalated, disputed, and resolve calls
• Develop and interpret reports for my department
• Develop schedules and vacation time based on forecasting requirements
• Forecast Call Volume by analyzing historical data
• Project Managed specialized trainings, projects and organization
development
• Developed plans for improvements for processes and policies of the
department
06/07-10/10 Activant Solutions Livermore, CA
Call Center Analyst
• Adjust schedules and forecasting for all departments
• Project Manage and schedule training
• Develop schedules and vacation time based on forecasting requirements
• Responsible for the Service Level Objectives of 6 Departments
• Develop and interpret reports for 6 departments
• Forecast Call Volume by analyzing historical data
• Forecast agent requirements for year
• Provide training on new functionality with scheduling software
• Work closely with Quality Assurance, Telecommunications, and knowledge
development and process improvement
10/03-6/07 CSAA-AAA Livermore,
CA
Workforce Management Supervisor
• Supervise the scheduling analysts, real time monitoring functions and long
range forecasting analysts
• Supervise up to 22 analysts in 7 different call centers in Workforce
Management and Quality Assurance

3. • Assisted with the setup of 3 new call centers
• Project Managed specialized trainings, projects and organization
development
• Developed plans for improvements for processes and policies of the
department
• Created and monitored development plans for all analysts supervised
• Liaison between business unit owners and department
• Process improvement for Workforce Management and Quality Assurance
06/94-10/03 CSAA-AAA Livermore, CA
Call Center Analyst
• Develop schedules and vacation time based on forecasting requirements
• Responsible for the Service Level Objectives of 6 Departments in 4 centers
• Develop and interpret reports for 4 call centers
• Forecast Call Volume by analyzing historical data
• Forecast agent requirements for year
• Provide training on new functionality with scheduling software
• Upgrade new software into scheduling server
06/94-04/96 Heald Business College Hayward, CA
• Certificate in Computer Applications.
• Graduated 8th
in my class.
Knowledge of MicroSoft Word, Excel, PowerPoint, Schedule Plus, Windows, DOS,
IEX Totalview, Custom View Report Runner, ProCenter, Oracle, Witness
Recording, NICE, E-Workforce, Avaya, CMS Supervisor, CCE, Vovici, CTI-
Geneysis, D2000, Director, Aspect, Knowlagent, NFocus, Blue Pumpkin, Google
Sheets and document. 65wpm typing and 10-Key 210 strokes per minute.
EducationSkills