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Skills

  • Strategic planning
  • Data-driven decision making
  • Call volume trend analysis
  • Employee turnover prediction and reduction
  • Relationship development
  • Financial Management
  • Absenteeism reduction strategies
  • Team management
  • Organization
  • Budgeting

Work Experiences

  • Looked at current operations and market trends to see where improvements could be made and where opportunities could be capitalized on.
  • Used performance data to evaluate and improve operations, as well as forecast needs and target current business conditions.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Aligned staffing strategies with company goals.
  • Improved filing systems for confidential client records and reports increased operational efficiency.
  • Created budgets and prepared quotes for new products and services.
  • Analyzed call volume trends.
  • Various events, such as tradeshows, seminars, and workshops, were used to engage prospects and customers.
  • Shared best practices with on-site and external personnel to align efforts and goals.
  • Audited and revamped workforce management software, reducing scheduling errors by 79% and eliminating metric.

Summaries

  • Professional with over 15 years of experience as a manager for a $10 several months revenue-generating company.
  • Workforce Management Supervisor with 13 years of successful data analysis and strategic planning experience.
  • Dedicated to improving employee engagement and performance through training, monitoring, and morale-building.
  • Workforce Management Supervisor who is proactive and meticulous, with over 13 years of experience in the procedure industry.
  • Entrepreneur and executive-level business manager with experience running start-up and emerging companies.
  • Results-driven, decisive leader who knows how to build profitable relationships with key partners, vendors, and clients.
  • Focused on ensuring smooth financial, personnel, and operational operations.
  • Optimize long-term success by effectively balancing targets with resources.
  • Demonstrated ability to develop and manage exceptional teams in order to meet and exceed challenging goals.
  • Mentoring and challenging team members to meet and exceed company goals is something I'm passionate about.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Balanced the needs of multiple stakeholders by refining workforce schedules, improving work-life balance and reducing agent burnout by 25% within one year.
  • Designed and delivered custom workforce training that reduced onboarding time by 17 weeks and drove faster productivity gains across new hires.
  • Introduced a data-driven intraday management system that reduced hour-by-hour service volatility by 53% and improved task efficiency by 70% across all agents.
  • Orchestrated emergency staffing plans during unexpected surges in demand, minimizing negative impacts on service levels and maintaining 74% customer satisfaction.
  • Led initiatives to optimize agent performance monitoring that improved adherence to key performance indicators (KPIs) by 38%.
  • Spearheaded a new initiative to integrate AI-driven forecasting, resulting in a 77% improvement in schedule optimization and resource utilization.
  • Developed and implemented absenteeism reduction strategies, resulting in a decrease in absenteeism by 18% and enhanced team performance.
  • Reduced overall shrinkage rates by 78% through enhanced real-time adherence monitoring and regular agent coaching.
  • Resolved product issue through consumer testing.

Affiliations

  • Freemason
  • Society of Human Resource Management
  • Association for Supply Chain Management (APICS)
  • Employee Assistance Professionals Association (EAPA)
  • Workforce Planning and Productivity Association
  • American Marketing Association
  • Association for Computing Machinery
  • American Medical Informatics Association
  • Global Labor and Workforce Management Summit
  • Jaycees

Certifications

  • Certified Forecasting Professional (CFP) from the Association for Workforce Planning Professionals
  • Change Management Practitioner from APMG International
  • Operational Management Certificate from the American Management Association
  • Certified Business Process Management Professional (BPM)
  • CompTIA Security+
  • ServSafe
  • Customer Experience (CX) Certification from Customer Experience Professionals Association (CXPA)
  • Certified Workforce Intelligence Professional (CWIP) from Human Capital Institute (HCI)
  • First Aid/CPR Certified
  • HR Metrics and Analytics Certificate from SHRM

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