Editor: Overheard in Minneapolis.com
Greater Minneapolis-St. Paul Area
- Current
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- Project Coordinator at Minnesota Department of Human Services
- Past
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- Schedule and Forecast Analyst at Teleperformance
- Operations Support Analyst at ClientLogic
- Connections
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13
connections
- Industry
- Internet
- Websites
Angie Dezelske’s Experience
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Project Coordinator
Minnesota Department of Human Services
(Government Agency; 5001-10,000 employees; Government Relations industry)
June 2005 — Present (3 years 4 months)
St Paul, MN - My main focus is working on the assessment, planning and implementation of current projects that require system and process changes, and analyzing current business processes to identify areas eligible for changes and updates for improvement or simplification.
My smaller roles include managing the enrollment of a few specific provider types, and working with the communications team to develop and improve upon our provider website and online tools. -
Schedule and Forecast Analyst
Teleperformance
(Privately Held; 10,001 or more employees; Telecommunications industry)
June 2004 — June 2005 (1 year 1 month)
Salt Lake City, Utah - I analyzed historical data to forecast call volume and handle time trends. We then used the forecast information to determine appropriate staffing levels, as well as staffing needs. Those needs were communicated to Account and Project Managers along with recommendations of schedules and number to hire to ensure business needs were met.
I built and analyzed schedules weekly for an average of 750 full time equivalents over approximately 7 to 9 clients, ranging from high profile technology based clients to smaller catalog-based retailers. I authored reports that assisted with the evaluation and assessment of unit productivity on a daily, weekly, monthly and per interval basis. -
Operations Support Analyst
ClientLogic
(Privately Held; 10,001 or more employees; Outsourcing/Offshoring industry)
January 2001 — June 2004 (3 years 6 months)
Yakima, Washington - The majority of my day to day work involved entering and adjusting employee unavailability and vacation time, and pulling daily reports in Blue Pumpkin scheduling software. I evaluated all schedule change and vacation requests prior to approval to ensure they would not conflict with business needs.
The reports were used to evaluate and assess unit productivity.
I maintained and audited employee time cards using Kronos Workforce Timekeeper.
While balancing the reporting and time off requests, I monitored multiple queues in real time to manage daily, weekly and monthly Service Level and Margin goals. My team investigated and analyzed call volume trends and campaign activity to identify areas in need of improvement.
Additional Information
Angie Dezelske’s Websites:
Angie Dezelske’s Interests:
Music, web design, museums, art, photography, friends, technology and the internet.
Angie Dezelske’s Groups:
Treasurer (former President) of Maria Flats Condo Association
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LinkedMinnesota
Angie Dezelske’s Contact Settings
Interested In:
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