GEM Award Program

Kyleigh Ambriz
Kye Ambriz is the Queen of Aspect autoruns. When our team found itself overloaded with manual reports, Kye created autoruns for 5 of our department’s key reports, saving the group more than 6 hours each week in manual processes. She also shared her knowledge by partnering with our commercial team to enhance an existing report, which both reduced the time to complete and improved data reliability. In addition to saving time for the team, her automations reduce errors and create more consistent reports, regardless of who is tasked with executing the final result. Kye always thinks customer first and Aspect provides the framework she uses to turn “is there a way to…” into reality.

Dr. Debra Bentson
Dr. Bentson has built and led Workforce Management teams for over 20 years. She has been in her current role for over 3 years. She conceptualized and implemented the shift from manual forecasting to using Aspect forecasting that led to improved results, reduced errors due to automation, and more time for analysis. Dr. Bentson has crafted development plans for her team that include Aspect training and conference attendance to allow them to better utilize the system, cross train on job duties, and learn best practices. Dr. Bentson’s results are deserving of being called a GEM.

Betsey Lemes
Betsey Lemes has grown into a subject matter expert on Aspect solutions. We recently adopted a flexible scheduling strategy. This approach allows representatives the flexibility to adjust their start time on a daily basis and make up the time on the back end of their schedule. This was received very well with the representatives but did initially require them to submit a request to Workforce Management to get the schedule updated. We asked Betsey to identify some solutions to reduce the requests processing time.

She creatively solved our challenge through Aspect. A package of segments was her solution, in combination with creating security profiles. The representatives no longer have to submit the request, they are empowered to complete it. Additionally, workforce management no longer has to process multiple requests per day. In addition, Betsey also constructed presentations and demonstrations used to train staff. This is a common scenario we have been fortunate enough to experience with Betsey and the approach taken to each challenge.

Carl Malisci
Carl uses WFO both in scheduling and intra-day support. He partners with the contact center team managers to identify and fortify staffing areas that may have gaps in coverage, schedule activities, and track absenteeism.

Carl also reviews reporting and real-time monitoring to provide real-time assistance to agents and team managers, identify best practices, and behavioral patterns. Carl’s experience both in workforce management and previously as a team manager help him bridge, through understanding, how both roles balance and partner together. He is a deserving GEM.

Trang Dang
Trang has been a member of the WFM team for 3 years. She brought 10 years of WFM experience with her. Trang uses the WFM system for her job duties and beyond that is an Aspect champion supporting others. Trang supports the agents and managers by helping them understand how they can leverage the WFM system for their needs. Recently, Trang reviewed the new Aspect learning system, completed classes, and developed a recommended curriculum for her team mates and other Aspect users at the company. Trang's curiosity and desire for continuous learning about the system is only matched by her efforts to help others learn how to use the system. She is absolutely a GEM and deserving of this award.

Louis Cullo
Louis is a tenured expert in using Aspect software for Workforce Management and has been honing his Aspect skills for over a decade. Louis has a tireless curiosity that drives him to continue learning how to leverage the benefits and Louis is not only knowledgeable as an end user but as an administrator. His skill in using the Aspect product for Workforce Management is only overshadowed by his willingness to share his expertise. Louis is a go-to person for teammates and others from both other teams and companies. He doesn’t simply provide the answer on how to use Aspect but builds knowledge and skills in others, bench strength for the team, and holds the undisputed role as an Aspect mentor. Louis is absolutely a GEM.

Anthony Avansino
Anthony brought a strong forecasting background when he joined the Kaiser Permanente NHRSC Workforce Management team in 2017. The transformation began shortly after he came onboard as Anthony led the effort to shift the forecast into the Aspect application. Anthony learned more about Aspect by studying closely from Aspect experts who came to our site train the team, taking on-line classes, and studying the system to continue his education. Anthony successfully migrated the forecasting from spreadsheets to Aspect for both the contact center and the back office functions. His efforts delivered more successful forecast variances, greater confidence from his business partners, and information that is accessible to the whole workforce team. Perhaps one of the greatest benefits Anthony garnered is the gift of time by moving the processes into the Aspect application - that he can use to devote focus more time on analysis. Anthony’s work and success makes him a GEM!

Collin Ziemer
Collin is an Aspect champion. He has used and administered the system for over 10 years. Collin's boundless curiosity has afforded him tremendous expertise. His willingness to share has made him a valuable resource for his team to assist in their development. Collin also developed and delivered training to share the functionality of Aspect with KP contact center team managers to help them support their frontline analysts. Collin delivers excellence by fully using WFO to help meet service levels, predict how much time off can be approved, schedule resources to meet the business needs, and respond quickly to requests from others.

Zachary Haddenham
Zach exemplifies the spirit of this award. He is a person that has devoted his life to the Workforce Management profession. Zach shares his enthusiasm for contact center management and workforce management by regularly providing advice to others in the industry and tirelessly encouraging networking and knowledge sharing. Zach continues to stay abreast of the Aspect system, industry trends and challenges. Many within and beyond the Workforce teams Zach works closely with have benefited from his advice and direction.

Warren Kinsey
Warren has been with ICBC in Workforce Services for 14 years - continually bringing the whole team forward in their utilization of Aspect. His in-depth knowledge and understanding of the Aspect Workforce Management software continually enables us to get the most out of the software. Some of his recent work was to utilize the functions of WFO Request Bid manager to automate our processes, letting the software do the heavy lifting! Many of his ideas and projects have led to higher accuracy (no more human errors) and huge time savings! He's an out-of-the-box thinker and continually surprises us with his innovative ideas and solutions!

Jarret DeBorde
Jarret is internal support for Aspect products at Mercedes-Benz Financial Services and, as part of his role, advises on outsourced partner's technical support teams. Recently, a change was made in one of our environments causing agents to not be able to log into our UIP system. Jarret collaborated with the technical staff from the vendor and helped resolve the issue. This particular issue is just one of many that Jarret has helped us resolve during his tenure here. He is always creative and able to provide solutions to our problems as well as answers to our questions. Jarret is an asset to our team and we are proud to nominate him as a GEM!

Amy Hall
Amy has worked very closely with each of the lines of business she supports to deliver the best possible preference-based schedules possible to the customer service representatives she supports. This close collaboration with the supervisors and CSRs, along with her effective use of preference-based scheduling within the Aspect WFM system, has resulted in a high-level of satisfaction with schedules not previously experienced at Blue Shield of California. Amy's dedication to providing efficient and mutually beneficial schedules is very much appreciated within the company.

Paula Diedrich
Paula is Alta Resources’ “go-to” person for all things Aspect. Not only does she have an incredible amount of knowledge and understanding regarding Aspect solutions, but she is always eager and willing to share that knowledge. She utilizes this knowledge to demonstrate Alta’s Guiding Principles of Results & Communication.

Paula recently took the lead in bringing a new client team up to speed on how Aspect products work. Recognizing there was an information gap, Paula provided a walk-through of how the business is run from a WFM perspective, clearly describing how each of the Aspect tools we utilize provides valuable insights and helps ensure efficient call center operations. Her proactive efforts put the client at ease, and they now have a comprehensive understanding of how Aspect tools can be utilized to forecast, schedule and track operations. Paula’s Aspect expertise and abilities as an instructor helped us establish an even stronger partnership with a new and important client… proving she is truly a GEM of an Aspect liaison.

Meredith Erickson
Meredith is the Aspect trainer at Valley Medical Center. She is responsible for creating and delivering training material to all of our new and current Aspect users at the hospital. Meredith is a great advocate for our staff and our patients when we are working on new build or deploying changes. She is always willing to put time aside to meet with our users to help them learn something new or work on things they may be struggling with. Meredith is a vital member of our Aspect team and we would not be successful without her. Meredith is responsible for training agents and supervisors on UIP, UAD, AQM, RTR, and Patient Connect. All of these products are vital pieces of the puzzle to create the best experience possible for our patients.

Meredith's humor and bubbly personality make coming into work not as bad as it could be. I am so grateful that she is a member of my team and that I get to work with her on the Aspect program. She absolutely deserves recognition for all of her hard work.

De Wuan Roberson
De Wuan is always the first person to volunteer to take on any projects that involve the Aspect products. He creates an easy to follow process and procedures for the team to utilize. As our go-to person, with bounds of information on the Aspect WFM, whenever anyone needs help setting up, configuring or modifying anything within our WFM system it’s De Wuan! De Wuan should be a recognized as an Aspect GEM, for how well he represents the Aspect name & products! You couldn't get a better Ambassador for delivering and spreading the word of how well the Aspect products work and what a huge impact it has on a company’s call center. De Wuan is also a vital member of the configuration of the WFM Tool for our department; one of the most useful examples is how he sets up our Group Allowance piece within WFM. Setting this up combined with deploying the WFO program to our enterprise has been a way for our agents to plan their vacation time for the whole year! It’s made such a significant impact within our organization! I can apparently go on about what an outstanding job De Wuan does for us with everything Aspect!