Experience

Versant Health

• United States
• Insurance
• 300 - 400 Employee

• Reporting Analyst

  • Mar 2021 - Present

• Workforce Analyst

  • Sep 2019 - Mar 2021



Veritas Technologies LLC

• United States
• Software Development
• 700 & Above Employee

• Principal Workforce Planning Specialist (Remote)

  • Oct 2017 - Sep 2019

  As a strategic business partner, I steer the development and execution of capacity planning practices. By centralizing call centers in the US, Ireland, China, and India, we have optimized how we use workforce resources to meet service goals. My role is to prepare staffing and scheduling models, evaluate historical data, and ensure accuracy in call volume forecasts. I actively identify opportunities to support continuous improvement. Monitoring call center metrics, I align staff to meet performance goals. ► I transformed workforce management into a data-driven department, aligning schedules with call volume to attain service levels and demonstrate the power of data in decision-making. ► By consolidating shifts in the Pune office, I reduced transportation costs 15% with no impact on service. ► I boosted team efficiency while reducing FTE’s through cross-training to allow team members to handle multiple call types. ► Utilizing eWFM to transition from daily to monthly scheduling, I improved the accuracy of staffing availability and enhanced communication with a training calendar, which reduced shrinkage. ► I was recognized 2x with Winning Our Way Awards for excellence and performance. Show less



Charter Communications

• United States
• Telecommunications
• 700 & Above Employee

• Workforce Management Analyst, External Operations

  • Feb 2016 - Oct 2017

  Earning a promotion, I was tasked with aligning workforce management teams across the business to centralize efforts and elevate service levels. Producing daily, weekly, and monthly statistical reporting, I enhanced transparency. This data gave us the information necessary to accurately predict call volume, handle time, staff shrinkage, and care activity.Driving a greater impact on the business, I became a member of the Enterprise Workforce Council. Recommending opportunities to optimize operational practices, I assisted in propelling team performance. In addition, I participated in monthly outlook and budget planning processes for Care Vendor partners. ► I designed a workflow to validate vendor calculations of AHT and FTE requirements leading to an improved flow of information, more accurate data, and effectively balanced staffing levels.► Holding vendors accountable to service level agreements, I saved 5% of operational cost and improved KPI’s.► Strengthening decision-making capability, I accelerated the communication of actuals vs budget call volume to leadership, allowing for a quicker response time to adjust operations.► For my impact on operational success, I was nominated 2x for Time Warner MVP awards. Show less

• Regional Workforce Management Analyst

  • Jul 2010 - Feb 2016

  I was hired as the Regional Workforce Management Analyst to help elevate the business view. Overseeing productivity for all call centers in the Northeast Region, I aligned Regional Leadership on the tactics necessary to maximize productivity. Proactively developing strategies, I leveraged 30-60-90-day forecasts and trend analysis to identify the best plan of action.Acting as the liaison between multiple leaders, I assisted in uniting the team as one. I amplified training and built schedules designed to match fluctuating business needs. Working together, we were able to knock down the silos and standardize our approach. I also facilitated training on scheduling and the use of Avaya CMS in New York City and the Carolinas.► By standardizing how the company schedules call center employees, I boosted forecast accuracy by 18%.► I drove efficiencies in the management of call volume by cross-training employees to handle calls across all markets.► Rolling out an upgraded Aspect eWFM enterprise-wide, I customized and deployed the tools necessary to support business goals. Show less



United Health Group

• Kingston, New York

• Workforce Analyst

  • Jun 2007 - Jul 2010

  I supported all US-based Call Center Operations, including 4 Site Leaders, to gain efficiencies and maintain adequate staffing levels to meet customer service goals. I monitored call volume, performed skill-routing, assigned log-in identifications, and adjusted tactics to meet demands. Using Avaya CentreVu, I managed multiple queues, streamlined workflows, and built contingency plans. All call center metrics were tracked, evaluated, and reported to the leadership teams, clients, and the State of New York. ► Achieving optimal performance metrics, I balanced queue volume by reviewing offline activities to reassign call flow and deliver results. ► I accessed real-time analytics in Avaya CMS and IEX TotalView to guide decision-making and maintain service levels. Show less



Comcast

• Denver, Colorado

• Workforce Analyst

  • 2000 - 2007

  As a Senior Workforce Analyst, I supported the Contact Center Operation with short and long-term scheduling to meet the demands of both inbound and outbound lines of business. This involved analyzing historical data, building capacity models, and statistically analyzing data to forecast staffing needs. I provided the data necessary to effectively manage the workflow to achieve desired service levels, maintain costs, and deliver operational excellence. Through my analysis, I identified opportunities for automation and process improvement. ► During the opening of a new Call Center in Colorado Springs, I led training and onboarding for the Workforce Management Team to establish best practices and roll out scheduling software. ► I served as a resource to the operations to help problem-solve outages quickly, building cross-functional relationships and strengthening communication. ► As new supervisors were promoted, I facilitated training on scheduling concepts and processes. ► I was a Committee Member and Project Leader for Comcast Cares Day. Show less