Natalie Cordon

Work Force Management Analyst, Extensions and Access Manager and Incident Sme at Capital One @Capital One

Management of global service delivery against pre agreed KPI’s and priorities. Offshore service management including daily meetings with vendors in India. Onshore service management including daily service reviews. Ownership of extension creation for all agents in ICM (Finesse) and setting up agents in NICE for call recording. The internal audit for this is carried out by me bi- yearly. I am currently working on numerous improvement projects to our processes. Analysis of key service-related data to enable the delivery of timely and accurate service updates. Management of schedule adherence against staffing plans. Management of UK based agent schedules including producing staffing plans using WFM and RTA. Ran an incident raising improvement project for operations including process changes. Triage, raising and escalation of any multiple users impacting technical issues. I manage and create our internal team processes, efficiently has improved with the recording of these. Producing reports for stakeholders using CUIC and tableau. Successfully created and rolled out an agent system issues troubleshooting guide to the whole of operations which is used daily by many. My most recent undertaking was taking over access management for the offshore call centres and management of our internal mandatory online learning modules.