Riley Duhamel

• Team consists of 10 Direct Reports and over 70 agents
• This role reports into the Director, Customer Service & Order to Cash (CSOTC) and is responsible for driving performance and continuous improvement in the end to end process that it touches.

Team consisted of 2 Business Analysts, 2 Problem Managers, 1 Optimization Analyst and 4 Workforce Management Team members for over 200 agents.

• Overall responsibility for the execution of operational performance management, reporting and driving a robust labor management model via Workforce Management
• Responsible for leading a Workforce Management team (WFM) supporting a 24/7 operations o Duties of team include on- going scheduling shifts of ~ 200 agents within a call center environment to meet the agreed service levels o Drive continuous improvement efforts to deliver a robust flexible staffing model o Service performance forecasting of staff based on changing project and daily services demands o Define and deliver WFM Processes within labor law requirements. o Drive IEX enhancements or changes as needed to support WFM duties o Partner with global GBS teams in regards to best practices for WFM o Ensure team documents all relevant support details in KM ( Knowledge

Management) tool

• Partner with Operations team to facilitate performance and capacity within the teams o Support Line Managers and teams on day-to-day reporting needs o Provide business support, such as business planning and performance delivery o Provide support for resource/service level modeling in regards to changing demands

Compile and Analyze metrics for call center, both Technical and Non-Technical queues

(Approximately 300 employees). Extract, analyze, and mine for root cause deviations in the performance metrics and work with teams for relevant business context.

• P&L planning and forecasting of 8-10 million dollar operating budget for Maintenance and Technical Service Center.
• Main Report Writer for Interactive Insights (Business Objects). Design and maintain

Telephony reporting. Primary SME for all aspects of Telephony system for new projects and new business. This includes, but is not limited to: IVR set up, Telephony routing plans, and setting up Reporting Queues.

• Led a team of 6 Operations Analysts that provided administrative support for the Operations Director of North America BP, 9 operations managers, 60 area directors and

1000 COCO (company owned, company operated) sites.

• Designed and maintained exception based reporting which resulted in Customer Facing

Costs (Controllable expenses) at $12m below plan on an underlying basis for 2008.

• Provided investigative and follow-up assistance around identified issues that were centrally {vs. site} controlled.

• Managed several new projects for both Franchise and COCO channels of trade
• Maintained and improved several programs supporting Field Operations in a timely, accurate and customer focused manner:

• Coordination of division meetings and activities with a high regard to cutting costs in planning and distribution of important material to site level.
• Worked in coordination with Area Directors to achieve improved productivity in Chicago

Market. (150 sites)

Opened and operated one of the highest fuel (280K/mo) & C-Store (200K/month) volume sites in Illinois