Commercial Insurance Agent

• Jun 2023 - Present

Payroll Specialist

• Jan 2023 - Jun 2023

• Collected and verified timekeeping information for all employees. • Calculated pay according to hours worked, incorporating leaves and overtime. • Issued statements and invoices, and maintained records. • Updated paper and electronic payroll records by entering adjustments on pay rates, employee status changes, etc. • Dealt with complaints and questions regarding payroll from employees and upper management. • Investigated and resolved any discrepancies in payroll. • Collected and verified timekeeping information for all employees. • Calculated pay according to hours worked, incorporating leaves and overtime. • Issued statements and invoices, and maintained records. • Updated paper and electronic payroll records by entering adjustments on pay rates, employee status changes, etc. • Dealt with complaints and questions regarding payroll from employees and upper management. • Investigated and resolved any discrepancies in payroll.

Workforce Management Analyst

• Mar 2016 - Oct 2022

• Ensured local call center employees were actively contributing to the assigned queues using systems such as Five9, Verint and Aspect. • Monitored schedules and workforce software trends to inform Operations leaders when phone time was over the established threshold and identify employee(s) out of adherence. • Actively and consistently supported all efforts to simplify and enhance the customer experience. • Monitored workforce software to identify employees out of adherence. • Communicated adherence deviation to employees and site leadership to address efforts on improving adherence. • Created reporting on absenteeism and another shrinkage for operations leaders and workforce personnel. • Conducted workload assessments and devised new operational processes that moved to a 40% increase in productivity. Show less

Recruiter

• Jul 2021 - Jan 2022

• Identified recruitment needs daily and used various techniques to fill job orders with qualified candidates. • Sourced, interviewed, and credentialed candidates for various job orders. • Facilitated onboarding & terminations of employees for assigned locations. • Created margin calculators and presented job offers within the company's specified budget. • Liaised with orientation and logistical arrangements were provided for all assignments as needed. • Developed and maintained excellent relationships with candidates and clients. • Presented weekly reports during company meetings. Show less

Realtime Analyst

• Oct 2017 - Aug 2018

• Monitored call centers for conformance to resource management processes and procedures, including staffing, scheduling, vacation, and systems in use Aspect. • Supported as the primary point of contact on workforce management policies • Conducted workload assessments and devised new operational processes that headed to a 40% increase in productivity • Prepared operational and strategic briefing materials for senior management in support of major programs and functions • Monitored traffic across the organization on a real-time basis to identify staffing challenges and potential service level misses • Managed a process re-engineering project to improve and consolidate end-to-end service processes; restructured communication flow among 10 departments and cut down paperwork by 75% Show less