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Agenda | MSP Summit 2021

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Juanita ColeyCEO & FounderSolid Rock Consulting

Juanita Coley, founder and CEO of Solid Rock Consulting, started her journey in workforce management (WFM) in 2006. Working as a contact center agent, she found a user manual for the Blue Pumpkin WFM system the center was using. While reading it and learning about the system, Juanita fell in love with the WFM discipline and technology and was down the road to a new passion. Over the next 14+ years she became a “Zen Master” of all things WFM. She has utilized her talents and brought new efficiencies and optimizations to household brand companies like United HealthCare, Optum, Walgreens, Liberty Medical and many more. Her reputation as a world-class subject matter expert earned her positions working as a consultant directly for WFM system giants Verint and Aspect. In 2018, Juanita published her first book “The Corporate Playbook, and expects to release her second book, currently titled “From the Ground Up: Navigating WFM and Tech Careers,” in late 2022.