Experience

Justworks

• United States
• Human Resources Services
• 700 & Above Employee

• Workforce Analyst

  • Mar 2023 - Present

  • Real-time monitoring of our Phone, Chat, and Email Support Channels •Optimization of schedules daily in response to shrinkage (Call outs, training & all offline activities) •Partner with our Support Managers to identify schedule gaps, out-of-adherence activities and allocation decisions to maximize our ability to support customers •Monitor and coordinate daily 1 on 1 and team meetings to ensure minimal impact to service levels •Communicate data clearly and concisely to the Leadership team and your team members •Adjust staffing and scheduling according to changing needs of the business •Solicit extra hours (Overtime) where applicable, to ensure staffing meets forecasted volumes •Provide daily, biweekly and monthly status of our support channel reports Show less



Peak Quality LLC

• Business Liaison

  • Mar 2020 - Mar 2023

  • Transportation Company •Design and implement business strategies, plans, and procedures for process improvement • Set company wide goals and policies that promote high performance and growth •Oversee the daily functions and operations of the company •Evaluate company performance by analyzing and interpreting data •Manage relationships within the company and amongst partners • Transportation Company •Design and implement business strategies, plans, and procedures for process improvement • Set company wide goals and policies that promote high performance and growth •Oversee the daily functions and operations of the company •Evaluate company performance by analyzing and interpreting data •Manage relationships within the company and amongst partners



T-Mobile

• United States
• Telecommunications
• 700 & Above Employee

• Site Planner - Site Analyst

  • Nov 2015 - Mar 2020

  • Lead end-to-end headcount management process, including large-scale organizational changes • Call Center environment of 1100+• Second in command of team of 15 • Assist in interviewing and hiring process for new team members • Real time monitoring of service levels, skill groups, profit and loss, and site performance • Manage staffing to ensure desired occupancy and agent availability • Create training and permanent scheduling for new hires to meet predetermined deadlines •Perform continual analysis of current schedules comparing them to current and future staffing requirements to forecast direction • Partner with Talent Acquisition team to meet company staffing demands• Coordinate with local leadership teams to schedule training, meetings, coaching, and local priorities to ensure all deadlines are met • Present new hires with local Resource Planning policies and procedures • Forecast and prepare schedules for site wide realignments and mini bids • Design seating chart for center reps to maximize space and productivity • Provide clear and concise statistical reporting • Maintain data integrity in all systems Show less

• Customer Service Representative I&II

  • Oct 2013 - Nov 2015

  • Call center Environment • Outbound and Inbound phone assistance • Assist customers with troubleshooting of cellular devices, understanding of their bill, and providing general education of services. • Efficiently resolve customer issues by actively listening to customer and applying company regulations along with personal problem solving skills • Utilize all resources to reach a resolution that is satisfactory to the customer's previously unresolved issues.