Maxwell Babko
Charlotte
Summary
Hi, I’m Maxwell — a driven and adaptable professional with a strong track record across Furniture Tracking, Training, and Workforce Management. My experience has given me a deep understanding of call center operations, staffing dynamics, and performance trends, all of which fuel my passion for data-driven forecasting. I bring creativity and precision to everything I do, combining analytical thinking with strong communication and leadership skills to deliver reliable insights and effective solutions. My commitment to excellence and continuous improvement drives me to consistently enhance operational efficiency and team performance.
Overview
10
10
years of professional experience
Work History
Workforce Management - Command Desk
Williams-Sonoma
04.2025 - Current
- Monitored real-time call center performance, including queue volumes, agent adherence, and ABN metrics, to maintain service level targets.
- Proactively initiated VTO (Voluntary Time Off) opportunities to optimize staffing and reduce labor costs during low-volume periods.
- Contacted agents out of adherence — such as logging on or off too early/late — to ensure scheduling compliance and consistent coverage.
- Processed call-outs and schedule adjustments, maintaining accurate workforce records in real time.
- Prepared and delivered detailed performance reports to leadership, outlining ABN variances, queue dynamics, and volume patterns to support data-driven decision-making.
- Developed concise “queue story” summaries that provided clear context on performance fluctuations and staffing impacts.
Furniture Department
William Sonoma
07.2023 - 04.2025
- I am a dedicated professional with hands-on experience in the furniture tracking industry, where I specialized in customer service and logistics. In that role, I managed customer inquiries and ensured accurate tracking of furniture shipments. My strong communication skills and attention to detail allowed me to provide exceptional support and resolve issues efficiently, contributing to a smooth and positive customer experience.
Training Department
Williams-Sonoma
09.2024 - 01.2025
- Assisted lead trainers in delivering classroom and virtual training sessions for new hires, ensuring smooth facilitation and learner engagement.
- Presented PowerPoint-based training modules and guided employees through key systems, processes, and customer service standards.
- Supported new hires during nesting and on-call weeks, acting as a point of contact for performance questions, escalation guidance, and quality feedback.
- Monitored trainee performance and provided real-time coaching to reinforce skills learned in class.
- Collaborated with the training team to prepare materials, track attendance, and maintain documentation of progress and completion.
Logistics Coordinator / Driver Manager
Migway
04.2023 - 08.2024
- Manage driver performance by setting expectations, conducting regular reviews and implementing corrective action processes up to and including termination when needed - Accountable for the safety and regulatory performance of their drivers and implementation and execution of corrective actions plans for all drivers below goal - Responsible for a problem resolution with assigned drivers - Accountable for driver retention - Responsible for a driver execution of assigned work
Store Associate&Printing
UPS
05.2022 - 08.2024
- Help customers with shipping inquiries - Help safely pack items for transportation - Managed all printing needs, business cards, posters, flyers, blueprints, etc.
Online Lister
LaModa
01.2016 - 2024
- List products online(ebay,amazon) with titles, pricing, descriptions, etc.
Education
High School Diploma -
Myers Park High School
06.2016
Skills
- Mathematics
- Computer Literacy
- Time Management
- Leadership
Languages
English
Russian
Timeline
Workforce Management - Command Desk
Williams-Sonoma
04.2025 - Current
Training Department
Williams-Sonoma
09.2024 - 01.2025
Furniture Department
William Sonoma
07.2023 - 04.2025
Logistics Coordinator / Driver Manager
Migway
04.2023 - 08.2024
Store Associate&Printing
UPS
05.2022 - 08.2024
Online Lister
LaModa
01.2016 - 2024
High School Diploma -
Myers Park High School
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