Kevin White
Program Manager @Internal Revenue Service
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WORK HISTORY
Program Manager @Internal Revenue Service
Atlanta, GA, US
Key Responsibilities- Monitored and directed agent staffing, optimizing call volume and inventory management to achieve daily service level goals (90-100%)- Utilized real-time monitoring software to analyze call volume and adjust agent movement accordingly- Supported Operations Fraud and prepared/executed presentations for executives- Managed real-time and system analysts, ensuring daily tasks and goals were met- Developed and delivered presentations to executives and management, recommending improvements in call statistics- Served as an expert analyst, providing guidance on program planning, execution, and evaluation.*Technical Skills:*- Cisco Systems (Aceyus, Intelligent Contact Management, Enterprise Telephone Data, Voice Response Unit, Customer Voice Portal)- Google Analytics- Mindful/Customer Callback- Cisco Unified Intelligence Center- Consistently achieved daily service level goals (90-100%)- Improved call statistics through data-driven recommendations- Successfully managed program assignments, utilizing analytical and evaluative methods.
EDUCATION
Western Governors University
Master of Science - MS
Western Governors University
Master of Business Administration - MBA
Western Governors University
Bachelor of Science - BS
Columbia International University
Doctor of Philosophy - PhD
ABOUT KEVIN WHITE
Highly accomplished and strategic Operations Manager with 17+ years of experience driving…
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