Jason Christiansen has over 12 years of experience in workforce coordination and administration. He is skilled at developing policies and processes to improve efficiency. Christiansen has experience managing teams and coordinating staffing levels across various contact centers. He is proficient in Microsoft Office, Aspect software, and scheduling tools. Christiansen's career includes roles as a Real Time Administrator, Workforce Management Supervisor, and Senior Workforce Management Analyst.

1. JASON CHRISTIANSEN
2418 W 2580 N, Clinton, Utah 84015
(801) 573-0980 • JasonChristiansen@live.com
QUALIFICATIONS SUMMARY
Skilled and dedicated Workforce Coordinator with more than 12 years of experience coordinating, reporting, and supporting daily operational
and administrative functions.
 Adept at developing, writing, and maintaining administrative policies and processes that reduce workload redundancy, improve
accuracy and efficiency, and achieve organizational objectives.
 Proven track record of accurately completing research, reporting, information management, and staff-support activities within
specified time frames.
 Possess a high level of attention to detail and strong organizational skills, and the ability to work independently or in a team.
 Experienced in Workforce Management in contact centers ranging in size from 100 to 1,400 employees.
 Proficient in Microsoft Office Suite (Word, Outlook, Excel, PowerPoint), Aspect software (eWFM, RTA, Empower), Avaya CMS;
Windows NT, XP, Vista, and 7; visual effects software: Photoshop, 3ds Max, RealFlow; CSS and HTML Web Programming;
MQL4 Programming; 10-Key: 12,857 kph, Typing: 65 wpm.
EXPERIENCE
The Home Depot, Ogden, Utah 2/2014 to Present
Real Time Administrator
 Received awards for dedication, accomplishment, and work performance.
 Wrote the Workforce Management Real-Time Team Manual by which our department operates.
 Train new Real Time Administrators in Workforce Management software and processes.
 Monitor real-time schedule adherence and resolve adherence issues at a multi-channel center.
 Manage real-time staffing levels to optimize service levels and agent occupancy.
 Analyze and process requests for schedule adjustments and offline activities within Verint scheduling software.
Blackboard Student Services, Killeen, Texas 7/2012 to 8/2013
Workforce Management Supervisor
 Manage a team of five Workforce Management Analysts.
 Train WFM and Operations personnel at three sites on all three Aspect applications: eWFM, RTA, and Empower.
 Setup Aspect’s new Adherence View to provide WFM and Operations with a tool to monitor and manage their employees.
 Co-write and implement official company policies and processes related to employee attendance, adherence, and staffing.
 Coordinate the employee staffing activities between WFM, Operations, and Training to ensure coverage at a multi-channel center.
 Run production conference calls to maintain communication and coordination between all departments in the company.
C3/CustomerContactChannels, Salt Lake City, Utah 8/2010 to 7/2012
Sr. Workforce Management Analyst
 Manage a team of six Workforce Management Analysts.
 Write official company policies and processes for subjects related to call center staffing and emergency procedures.
 Create a variety of automated reports for the company using Excel.
 Train analysts and supervisors in Workforce Management software and processes in multiple cities.
 Train analysts, supervisors, and managers in Excel.
 Monitor real-time schedule adherence and proactively respond to and resolve adherence issues.
Vangent, Inc., Sandy, Utah 11/2009 to 8/2010
Workforce Management Analyst - U.S. Census 2010
 Coordinate the duties of my team through the development and maintenance of a reference Excel workbook.
 Generate and distribute scheduling and performance reports for all levels of staff and management.
 Monitor real-time schedule adherence and proactively respond to and resolve adherence issues.
 Train new analysts in Workforce Management software and processes.
 Traveled to London, KY to train their Workforce Management team and create necessary processes and systems.
 Analyze and process requests for schedule changes and meetings.
Discover Financial Services, West Valley City, Utah 6/2009 to 11/2009
Credit Analyst
 Call credit card applicants, review credit applications, approve or decline credit applications.
 Sell payment protection and personal account protection financial products to new credit card members.
Verizon Wireless, West Valley City, Utah 1/2009 to 6/2009
Customer Service Representative
 Resolve customer concerns regarding problems with their billing, service, and/or wireless device.
 Make changes to customers’ service plan(s), and sell additional phone-related services to them.
Enterprise Rent-A-Car, LLC, Salt Lake City, Utah 8/2000 to 8/2008
Operations Coordinator
 Generated statistical, scheduling, and inventory reports for all levels of management.
 Provided system access to employees for their respective job functions.
 Trained new Analysts in Workforce Management through both hands-on training and through training documents I created.
 Analyzed and resolved phone, headset, and computer technical problems for all employees of the center.
 Processed time off and schedule adjustment requests submitted by employees and management.
 Monitored real-time call volume and processed call routing adjustments where needed.
 Used Excel to create a thorough and interactive Site Map, and a Projected Month End Attendance Calculator.

2. EDUCATION
Film Studies • UNIVERSITY OF UTAH, Salt Lake City, Utah
Theater Studies & General Education • UTAH STATE UNIVERSITY, Logan, Utah