March 9, 2015
TROY, Mich., Mar. 9, 2015 – North American Bancard (NAB), an industry leader in credit card processing and provider of the PayAnywhere mobile point-of-sale solution, today announced that Shannon Rumohr, senior manager of workforce management, was one of five finalists for the Society of Workforce Planning Professionals’ (SWPP) 2015 Workforce Management Professional of the Year Award. The award recognizes a workforce management professional who has shown outstanding leadership in the industry. The winner was announced at the SWPP Annual Conference in Nashville, Tennessee.
Rumohr, who joined NAB in 2013, supervises a team of seven workforce management professionals that supports 150 agents in four locations across three lines of business, handling over 60,000 calls a month. She was instrumental in the streamlining of the company’s workforce management processes and the implementation of a long-range capacity planning software. She also increased compliance within the call center areas from between 60 percent and 70 percent to 92 percent or higher, resulting in expense reductions of over $250,000 and saved NAB another $150,000 as a result of her efforts to centralize scheduling functions within her team. Additionally, her user audit in preparation for the telephony system upgrade resulted in a cost avoidance and a re-purpose of $75,000 into additional license purchases. Rumohr’s efforts have earned her an expanding role at NAB, and she continues to seek ways to improve employee morale and departmental functions.
“The key to Shannon’s success was forming partnerships with our call center associates and operational leaders,” said Scott Fessler, NAB vice president of support services. “Shannon’s ability to think outside of the conventional methods and deploy winning strategies creates success for North American Bancard’s customer experience strategy.”
Vicki Herrell, SWPP executive director, said Rumohr and the other four award finalists represent the “best of the best” in the industry. “They have all demonstrated great leadership and ability in the field, as well as shown measurable results for their companies, which represent a broad spectrum of industry and size. We are pleased to present them as finalists for this distinguished award.”
About North American Bancard
Headquartered in Troy, Michigan, North American Bancard is a multi-faceted payment solutions and merchant services provider dedicated to providing the latest technology as well as the highest service levels to non-profit organizations and businesses of all sizes with round-the-clock technical and customer service support. As a registered MSP/ISO since 1992, North American Bancard provides its clients with a full suite of products and services. North American Bancard processes more than $16 billion in electronic transactions annually for more than 250,000 merchants nationwide. For more information, visit www.northamericanbancard.com.