Experience

Babylon

• United Kingdom
• Hospitals and Health Care
• 400 - 500 Employee

• Workforce Analyst

  • Aug 2021 - Present



City of Austin

• United States
• Government Administration
• 700 & Above Employee

• Scheduling - IT Application Analyst

  • Dec 2019 - Aug 2021



Charter Communications

• United States
• Telecommunications
• 700 & Above Employee

• Workforce Management Analyst

  • Aug 2011 - Feb 2018

  2011-2018 WORKFORCE MANAGEMENT SPECIALIST, TIME WARNER • Resource planning and staffing over 400+ employees. • Managed employee metrics including schedule adherence, absenteeism, and planned/unplanned off phone activity. • Communicate expected spikes in call volume to Leadership for advance resource planning • Coordinated with the Operations staff in aligning schedules with volume on temporary and permanent basis, as well as providing staffing recommendations for new hires throughout several sites • Allocated volume for outsourced sites • Ad-hoc reporting Show less



Sears Holdings Corporation

• Round Rock, Texas

• Workforce Scheduler/Lead

  • Jun 2004 - Aug 2011

  2007-2011 WORKFORCE SCHEDULER-LEAD, SEARS HOLDINGS • Managed daily operations for an escalated line of business. • Analyze call volume patterns to manage work shifts, lunch, and breaks. • Proactively assisted in process changes for the Resource Management Team. • Coordinated various ad hoc center-wide projects, initiatives, and trainings. • Analyze accuracy of forecast and scheduling requirements. • Created schedules for New Hires • Responsible for daily, weekly, and monthly reporting of workgroups and individual staff members as well as identifying areas of improvement Show less