Experience

Gabb

• United States
• Software Development
• 100 - 200 Employee

• Workforce Manager

  • May 2023 - Present



StubHub

• United States
• Software Development
• 700 & Above Employee

• Workforce Scheduling Analyst

  • Aug 2021 - May 2023

  Provide accurate schedules and “what if” scenarios that meet business requirements for contact volume, AHT, time off, and offline activity planning for all StubHub North America, International Departments and Outsource Partners. Provide analysis based on historical results and assess workforce activities including forecasting, scheduling, and measurement of real-time daily and interval workforce activities. • Update scheduling historical patterns with actual results, analyzing “what if” scenarios and providing insights that empower and enable the operational teams to run their operation more effectively and efficiently, delivering service level goals. • Analyze schedules against current business requirements to determine staffing surplus/deficits to successfully meet all service level and financial goals. • Develop scheduling requirements based on day of week and 30-minute interval trends and forecast for all StubHub departments and Outsource Partners. • Review scheduling efficiency and provide recommendations for extra hour requirements, shift alignment changes, attrition backfill, etc. • Perform regular variance analysis for plan vs. plan and plan vs. actual. Show less



eBay

• United States
• Technology, Information and Internet
• 700 & Above Employee

• Senior Workforce Analyst

  • Aug 2020 - Jul 2021

  • Develop a short-term forecast with high-level accuracy. • Partner with the business to ensure the latest trends and business intelligence are in the forecast. • Facilitate planning sessions with operations to actively close staffing gaps. • Conduct variance analysis on service and its drivers. • Communicate the variance, root cause, opportunities to operations partners. • Develop a short-term forecast with high-level accuracy. • Partner with the business to ensure the latest trends and business intelligence are in the forecast. • Facilitate planning sessions with operations to actively close staffing gaps. • Conduct variance analysis on service and its drivers. • Communicate the variance, root cause, opportunities to operations partners.



StubHub

• United States
• Software Development
• 700 & Above Employee

• Workforce Management Realtime Analyst

  • Mar 2018 - Aug 2020

  Optimized real time, historic, and custom reports to analyze, monitor, and implement efficiencies for customer service teams. Developed overtime requirements, communicated FMLA/LOA impacts, assisted with PTO allocations across teams, assessed and scheduled exceptions driving daily service levels in line with departmental objectives. • Effectively partnered with other support areas to identify trends, potential risks, and mitigation strategies. Cultivated a continuous improvement methodology environment. • Mobilized scheduling, technology, performance metrics, broad data analysis, reporting, and overall operational functions across business lines and locations. Consistently contribute to operational efficiencies and effectiveness. • Improved bottom line profitability through assessment of staffing, adjustments, and reskilling of individuals and teams. Show less



eBay

• United States
• Technology, Information and Internet
• 700 & Above Employee

• Operations Specialist Coach

  • Dec 2012 - Mar 2018

  Drove team performance through statistical analysis and measurement of monthly performance metrics. Advanced improvements across processes and procedures by region, department, and team. Amplified handle time, customer satisfaction, and risk mitigation enhancements. Craft processes enabling enhanced operational results. • Facilitated creation and implementation of key training programs in line with eBay policies and mission, based on targeted analysis of data, behavioral trends, and solving for root cause. • Hands-on evaluation and issue resolution resulting in discovery of fraud ring and immeasurable cost savings. • Optimized talent selection and development of multifunctional personnel, feeding organizational talent pipeline and growing department results through stringent selection and training standards. Show less