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Skills

  • Budgets
  • Organization
  • Candidate Sourcing
  • Headcount forecasting/reporting
  • Team building
  • Wages and salary
  • Agent scheduling management
  • Training and mentoring
  • Capacity model creation
  • Training and development

Work Experiences

  • Planned and executed large-scale events that resulted in a 3% increase in employee participation.
  • Improved office processes, such as record tracking and process, by implementing process improvements.
  • Contributed to a lowered attrition rate of 50%.
  • Aligned forecasts with fluctuating call volumes.
  • Achieved cost savings of $18 over 6 months.
  • Conducted gap analyses between staffing forecasts and actual workload.
  • Annual salary surveys were conducted, and a company salary budget was developed, analyzed, and updated.
  • Achieved a 7 point improvement in customer NPS.
  • Served as a staff advocate, encouraging and assisting category in identifying and resolving conflicts.
  • Collaborated with cross-functional teams.

Summaries

  • Adept at collaborating with HR and Operations teams to refine workforce planning, achieving a 67% reduction in vacancy rates and enhanced recruiting processes.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.
  • WFM Analyst is a multi-talented WFM Analyst who is consistently rewarded for planning and operational improvements.
  • Within Miscellaneous, senior WFM Analyst and outstanding performer in stakeholder engagement and project management.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Supporting recruitment efforts with a focus on attracting and retaining talented employees.
  • Advanced knowledge of scheduling optimization.
  • Achieved a 44% reduction in absenteeism.
  • Achieved proven savings of 59% over 2024.
  • Adjusted staffing models accordingly.

Accomplishments

  • Facilitated workforce management training for a team of 10, improving overall forecast adherence by 54% during peak seasons.
  • Led efforts to redesign forecasting tools, reducing forecast variance by 28% and improving workforce allocation across multiple locations.
  • Streamlined scheduling processes through advanced WFM software, leading to a 49% reduction in absenteeism and lateness across different shifts.
  • Developed a flexible scheduling model that reduced part-time staff retention issues by 38%, enhancing team coherence and reducing training costs.
  • Reduced intra-day staff shortages by implementing dynamic scheduling tools across 2 businesses, achieving 31% employee satisfaction.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Renegotiated third-party labor contracts based on forecast insights, saving $6 in annual labor costs while maintaining service levels.
  • Optimized workforce distribution in a multi-site environment, achieving a 77% improvement in resource allocation across 3 contact centers.
  • Issued detailed headcount reports for senior management, leading to improved budget allocation and a 36% reduction in unplanned staffing costs.
  • Created weekly and monthly WFM reports that provided actionable insights, reducing staffing errors by 47% across multiple departments.

Affiliations

  • Freemason
  • Association for Talent Development (ATD) - Workforce Management Track
  • Customer Service Leadership Council (CSLC) - Workforce Management Chapter
  • International Operations Management Society (IOMS) - Workforce Analytics Section
  • Lions Club
  • Association of Information Technology Professionals
  • Certification in Forecast Accuracy and Workforce Management (CFWM)
  • Business Continuity Institute (BCI) - Workforce Resilience Task Group
  • Society for Industrial and Organizational Psychology (SIOP) - Workforce Forecasting Unit
  • Toastmasters

Certifications

  • Google Certified Professional Cloud Architect
  • Advanced Forecasting & Scheduling Certificate – category
  • Microsoft Certified Systems Engineer (MCSE)
  • People Analytics Certificate – initiative
  • Real-Time Queue Management Expert Certification – framework
  • Certified Public Accountant
  • Six Sigma Green Belt – Summit Group
  • Certified WFM Specialist for Multi-Channel Environments – standard
  • Certified Business Process Analyst (CBPA) – metric
  • Certified Process Improvement Analyst – initiative

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