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Skills

  • Labor resource reallocation
  • Company organization
  • Employee leave management
  • Organizational Development
  • Absenteeism tracking and reduction
  • Benefits and compensation management
  • Supervision
  • Call volume trend analysis
  • Organization
  • OPEX management and reduction

Work Experiences

  • Used the Power BI system to accurately prepare one year payroll and track data.
  • Achieved Top Performer from senior management for the successful reallocation of labor resources in response to seasonal shifts, cutting overtime by 82%.
  • Reduced process gaps while supervising employees to achieve maximum productivity.
  • Achieved Excellence Award from senior management.
  • Achieved a 29% reduction in missed shifts.
  • Identified and resolved complex employee issues that had an impact on management and business decisions.
  • Applied corrective actions.
  • Achieved project milestones ahead of deadline.
  • Based policies on employee preferences and availability.
  • Represented the company at various civic and community events in order to improve the company's image and generate new business.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Adept in call volume trend analysis.
  • Results-oriented Workforce Management Specialist with 17+ years of experience in achieving positive human resource outcomes for process businesses.
  • EEOC and other relevant compliance statutes are well-versed.
  • Adept at balancing workforce needs with customer demand.
  • Industry compliance is something about which I'm well-versed.
  • Achieved a 47% reduction in turnover.
  • Adept in cross-departmental collaboration.
  • Workforce Management Specialist with 15 years of successful cross-functional collaboration and performance reporting experience.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Generated daily and weekly KPI dashboards using HubSpot, providing leadership with actionable insights into staff utilization trends and performance bottlenecks.
  • Delivered data-driven workforce forecasting models that optimized the deployment of Workforce Management Specialist staff, improving task completion rates by 55%.
  • Resolved product issue through consumer testing.
  • Reduced employee turnover in key frontline positions by 77% through the implementation of targeted engagement and professional development initiatives.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Established performance monitoring tools to track key WFM metrics, contributing to a 10% improvement in first-call resolution through optimized staffing.
  • Developed and executed comprehensive workforce management strategies, improving shift utilization by 45% and reducing labor costs by $8 annually.
  • Reduced payroll leakage by 35% through enhanced real-time schedule adherence tracking and tighter compliance controls.
  • Led a cross-functional team in the integration of method, streamlining scheduling processes and reducing average overtime by 60%.
  • Implemented mentorship and upskilling programs, increasing internal workforce agility and cross-departmental resource sharing by 39%.

Affiliations

  • International Contact Center Institute
  • Institute of Workforce & Economic Development
  • Association for Supply Chain Management (APICS)
  • National Call Center Managers Association (NCCMA)
  • Customer Experience Professionals Association (CXPA)
  • National Association of Workforce Boards (NAWB)
  • Project Management Institute (PMI) - Workforce Management Chapter
  • Global Association for Contact Center & Customer Care Agents
  • National Organization for Workforce Planners
  • International Association of Workforce Professionals (IAWP)

Certifications

  • Six Sigma Green Belt Certification - Lakeside Partners - 2022
  • CompTIA Network+
  • Advanced Call Center Performance Management Certificate - Cedar Works - 2023
  • Certified Lean Six Sigma Professional (LSSP) - 2021
  • Certified Time and Attendance Management - Northwind - 2020
  • Certified Operations Manager (COM) - 2024
  • Oracle Workforce Scheduling Certification (OWF) - 2019
  • ITIL Foundation Certification – 2019
  • Project Management Professional (PMP) – 2018
  • CompTIA A+ Technician

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