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Skills

  • Supervision
  • Cost control and reduction
  • Agent burnout prevention
  • Forecasted staffing adherence
  • Team management
  • Data accuracy improvement
  • Training and mentoring
  • MS Office
  • Operational improvement
  • First-call resolution improvement

Work Experiences

  • Achieved 13% in key performance metrics for 2019.
  • Coordinated with IT teams to improve WFM software integrations with CRM tools, leading to a significant reduction in time spent on manual processes.
  • Conducted gap analyses between staffing forecasts and actual workload.
  • Assisted in reducing workload.
  • Created real-time dashboards to monitor workforce performance, improving cost control by $8 annually at Chicago.
  • Was in charge of administering benefit programs, analyzing compensation and other competitive data, and creating budgets.
  • Aligned workforce scheduling with workload demand patterns.
  • Boosted schedule adherence to 59%.
  • Achieved a 40% decrease in average handling time.
  • Contributed to a Outstanding Service Award for HR excellence.

Summaries

  • Able to quickly adapt to new tools.
  • Achieved 29% reduction in overstaffing.
  • Adept at collaborating with HR and Operations teams to refine workforce planning, achieving a 67% reduction in vacancy rates and enhanced recruiting processes.
  • Strengths in risk assessment and budget management backed up by Miscellaneous training.
  • Costs were consistently reduced while profits were increased.
  • Advanced user of system.
  • Achieved adherence levels of 42% in 2023.
  • Achieved proven savings of 59% over 2024.
  • Astute in optimizing workforce performance, driving a 81% increase in overall productivity through effective use of workforce management tools and processes.
  • WFM Analyst is a multi-talented WFM Analyst who is consistently rewarded for planning and operational improvements.

Accomplishments

  • Issued detailed headcount reports for senior management, leading to improved budget allocation and a 36% reduction in unplanned staffing costs.
  • Contributed to Summit Group's WFM strategy by implementing real-time adherence tracking, improving agent productivity by 39%.
  • Utilized advanced WFM technologies to achieve real-time staffing adherence of 26% across 3 teams, improving overall performance metrics.
  • Optimized headcount forecasting, leading to a 66% improvement in staffing efficiency and reducing overtime costs by $7 per month.
  • Boosted schedule adherence by 15% through root cause analysis, identifying and correcting deviations in staffing forecasts.
  • Collaborated with HR in implementing a work-from-home model during program, maintaining a 56% adherence rate despite operational adjustments.
  • Spearheaded the implementation of automated workforce dashboards, reducing manual reporting efforts by 47% hours weekly.
  • Assessed potential impacts of future initiatives on staffing models, contributing to a 58% improvement in long-term demand forecasting accuracy.
  • Executed back-office optimization strategies aligning with call volume predictions, resulting in an increase of service standards by 44%.
  • Resolved product issue through consumer testing.

Affiliations

  • Institute of Operations Research and the Management Sciences (INFORMS) Workforce Branch
  • International Council of Nurses
  • Association for Computing Machinery
  • American Medical Informatics Association
  • International Association for Workforce Management (IAWFM)
  • Analytics for Workforce Efficiency Professionals (AWEPro)
  • Global Customer Service Experts (GCSE) - Workforce Strategy Special Interest Group
  • Customer Service Leadership Council (CSLC) - Workforce Management Chapter
  • National Association of Social Workers
  • Association of Information Technology Professionals

Certifications

  • Google Certified Professional Cloud Architect
  • Real-Time Queue Management Expert Certification – framework
  • CompTIA A+ Technician
  • Advanced Forecasting & Scheduling Certificate – category
  • ServSafe
  • Cisco Certified Network Associate (CCNA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Workforce Planning Professional (CWPP), Northwind
  • Salesforce
  • Workforce Management (WFM) Strategy Certificate – procedure

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