This candidate has over 25 years of experience in leadership roles in call centers, including 20 years of progressive leadership. They are an organized, results-driven leader who excels at implementing initiatives, rallying teams, and delivering products on time. Their experience includes optimizing processes, implementing productivity systems, and analyzing metrics to improve performance. They are an effective communicator who creates clear presentations and delivers them with impact.

1. Strategic leader - Organized – Results Driven - Decision Maker – Risk Taker - Moves Mountains
Tactical leader who excels at organizing initiatives into actionable pieces, rallying key players, celebrating milestones, and successfully
delivering a finished product. Initiatives include implementing a work distribution system to improve and report productivity, call routing
analysis and simplification, automation to deliver employee empowerment and increased morale, and standardization of workforce processes
and reporting. Action oriented and influential leader with over 25 years of pleasing customers in a call center environment, including 20 years
in progressive leadership roles, and 11 years directly managing a multi-site team dedicated to real time monitoring of resources to achieve
business targets. Resilient change advocate who is first to lead and deliver immediate impact. Effective communicator able to create focused
presentations and deliver with clarity and humor to a diverse audience.
Professional
Attributes
 Strong work ethic
 Ability to multi-task
 Problem solver
 Detail oriented
 Strong analytical skills
 Direct
 Self-motivated
 High impact delivery
Experience ADT SECURITY 1999 – Present
Thriving Career with Increasing Sphere of Influence
Area Manager, Customer Care Analytics – Field Support Centers
Multi-faceted responsibilities to support the National Director of Field Support Centers.
 Developed and centralized a cross-functional self-reliant workforce team and leaders to monitor and adjust real
time work distribution for optimal use of resources. Oversee management of all staffing aspects and provides
planning. Proven record of developing and growing people.
 Established solid partnerships with leaders and provided guidance to implement and standardize processes in
departments with interdependencies. Implemented a work distribution system for back office activity to
capture volume and productivity resulting in up to a 20% FTE lift.
 Disected and optimized call routing strategies to ensure calls are directed in the most efficient manner and
improve the customer experience. Indispensable relationship with telephony team.
 Responsible for all statistical department reporting. Work with operations to identify root cause and Financial
impact. Analyzes metrics to identify performance drivers and provide innovative recommendations. Provides
cost analysis highlighting impacts of product or process changes.
 Collaborate with finance to deliver an annual budget and staff plan. Provides direction to the National Resource
Desk on the forecast and monthly staff plan to align with department specific objectives. Facilitate collaboration
with recruiting, training, and operations to ensure accurate delivery of new hire and training objectives.
 Strategize and coordinate resources to ensure business continuity during contingencies.
 Facilitate collaboration with recruiting and training to ensure accurate delivery of new hire and training
objectives.
Workforce Analysis Manager - National Resource Desk
 Responsible for overall management of 6-9 workforce analysts, and 1 manager. Manage real-time resource
balancing across the enterprise to achieve service level and minimal variance.
 Managed enterprise contingency process. Facilitate conference and deploy assistance from available resources
and coordinate resolution. Conduct monthly drills with each site. Maintain code notification list. Managed the
corporate and Puerto Rico HR hotlines.
Joyce Bonilla, MBA
Performance Analytics / Workforce Planning Leader
17352 Mint Leaf Ln, Land O ‘Lakes FL 34638
jbonilla@adt.com (904) 237-1648

2.  Administrator duties for Aspect other applications login assingments. Administrator for sharepoint. Maintain
global notification lists.
 Participated in the weekly telephony conference call, State of the Union call, staffing call, inbound call steering
committee, and ad hoc conference calls. Weekly review of monthly staff plan with business analysts and provide
hiring recommendations.
 Provided enterprise wide performance metrics for alarm and call volume used for determining financial impacts.
Make recommendations to enhance staffing efficiency. Analyze staffing data and provide recommendations on
staffing and call/alarm management.
 Participate in controller weekly payroll and service level meeting and deliver staffing needs (overtime and
voluntary time off) to meet payroll budget. Provide performance analysis for the weekly director’s call.
 Address non-compliance and mediate with each of the local resource desks to maximize efforts and minimize
communication gaps. Monitor time off process and conduct HR audits for the monitoring centers.
 Department budgetary and administrative responsibilities. Coordinate department rewards and recognition.
Inbound Team Manager – Customer Monitoring Center
 The first 2nd
shift Inbound team manager hired allowed for piorneering processes.
 Responsible for overall management of a team of 15-20 Customer Support Associates.
 Interim manager for the retention desk as a special assignment. During this time, developed interim tracking
system, letter vault, and process standardization.
 Developed and delivered team manager training on “Providing - Effective Feedback”. Developed various
administrative forms and schedules for center wide use.
 Work directly with local resource desk to manage real time work flow and service objectives.
 Assist with internal/external interviews and attended unemployment hearings.
 Administered Spanish fluency evaluations to bilingual candidates for multiple call centers. Facilitated a beta
team to reduce outsourced language line calls and implement a Spanish customer service department (2004 Six
Sigma project).
PRUDENTIAL INSURANCE 1989 – 1998
Increasing responsibilities from the ground up while focusing on Education milestones
Underwriting Support – Customer Service Representative - Quality Coach
Education
UNIVERSITY OF NORTH FLORIDA – Jacksonville, FL 2004
MBA
UNIVERSITY OF NORTH FLORIDA – Jacksonville, FL 1996
BA in Communications
Skills and
Certifications
Lucent CentreVue Supervisor (CMS), Aspect
Advanced Microsoft Word, Excel, & PowerPoint
Avid OneNote user
Proficiency in other Microsoft Office products
Worked with call monitoring applications: NICECLS,
AutoQuality, P&Q Review
Bilingual – verbal/written Spanish
Aubrey Daniels International – Applications of Behavioral
Leadership (ABL), Bringing out the Best in People (BOB)
Dale Carnegie Graduate
Leadership courses - ADT University
Call Center Management courses - Phoenix University,
Jacksonville FL
Community
Involvement
Habitat Colorado and Habijax Jacksonville, Food Bank – ADT Cares
Employee Outreach Committee Board member – Prudential, Jacksonville FL
Coordinated company team for the HeartWalk – ADT and Prudential
Active with my kids PTO and athletic associations – Pasco County, YMCA, Pop Warner Football