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Skills

  • Cross-departmental collaboration
  • KPI (Key Performance Indicator) monitoring
  • Labor Cost Control
  • Payroll coordination
  • Succession planning
  • Personnel recruitment
  • Relationship development
  • Compensation and benefits
  • Organization
  • Workforce improvements

Work Experiences

  • Educated management on successful policy implementation and enforcement actions to avoid employee legal entanglements.
  • Allowed team leads to focus on strategic priorities.
  • Authored and delivered workforce management training for 11 employees, improving adherence to best practices and reducing scheduling errors.
  • Worked with the legal and compliance teams to review paperwork, collect feedback, and gather data for new training processes.
  • Reduced workers' compensation claims by implementing a corporate safety training program.
  • Balanced productivity and employee satisfaction.
  • Developed forward-thinking approaches to achieve objectives by forecasting expected personnel demands.
  • Analyzed call volume data.
  • Achieved project milestones ahead of deadline.
  • Followed the protocol in terms of management tools and procedural accuracy to a tee.

Summaries

  • With forward-thinking approaches, we are focused on maximizing resource utilization and improving performance.
  • Results-oriented Workforce Management Specialist with 17+ years of experience in achieving positive human resource outcomes for process businesses.
  • Proactive Human Resources Director with exceptional ability to leverage talent and best practices to improve the effectiveness of the organization.
  • Achieved reductions of $11.
  • Industry compliance is something about which I'm well-versed.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Human Resources Manager with 11 years of experience fostering productive cross-organizational communication and coordination.
  • Adept in call volume trend analysis.
  • Strong track record of enhancing collaboration and consensus in a variety of Miscellaneous company settings.
  • Achieved staffing predictions with 45% accuracy.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed and implemented a workforce planning framework that improved employee retention rates by 35% and enhanced operational continuity.
  • Documented and resolved initiative which led to process.
  • Introduced a real-time call volume forecasting tool, achieving a 36% improvement in forecast accuracy and reducing under-staffing incidents by 5.
  • Collaborated with department heads to tailor recruitment strategies focused on high-need roles, resulting in a 24% decrease in vacancy fill times.
  • Increased operational efficiency by implementing forecast optimization tools, reducing time-to-staff accuracy variance by 35%.
  • Created and rolled out a real-time adherence metric system, increasing schedule adherence across 16 departments by 63% within one year.
  • Coordinated with department managers to develop capacity planning strategies, improving resource allocation efficiency by 57%.
  • Developed and executed a flexible staffing model that adapted to fluctuating demand, reducing idle time by 71% and improving employee productivity by 19%.
  • Mentored and trained junior workforce management analysts, contributing to a category improvement in overall team forecast reliability.

Affiliations

  • Customer Service Professionals Network (CSPN)
  • National Association of Social Workers
  • American Association of Certified Workforce Planners
  • Call Center Workforce Optimization Working Group (CCWOWG)
  • Association for Workforce Management Professionals
  • International Organization for Standardization (ISO) Committee for Workforce Management
  • American Society of Safety Professionals
  • Toastmasters
  • Council for Certification in Workforce Optimization (CCWO)
  • Global Association for Contact Center & Customer Care Agents

Certifications

  • CompTIA Network+
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Professional in Human Resources (PHR) - 2023
  • Certified Six Sigma Black Belt (CSSBB) - 2015
  • Google Analytics Individual Qualification (GAIQ) - 2018
  • SHRM Certified Professional (SHRM-CP)
  • Certified Public Accountant
  • SAP Certified Application Associate - Workforce Analytics - 2023
  • ServSafe

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