customer retention workforce management analyst resume example with 4+ years of experience

(555) 432-1000,
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Professional Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Broward College Fort Lauderdale, FL Expected in 12/2022 Associate of Arts : Computer Science - GPA :
West Park High School West Park, Fl, Expected in 06/2019 High School Diploma : - GPA :
  • Decision Making
  • New Hire Onboarding
  • Retention Program Development
  • MS Office
  • Advanced computer skills
  • Highly motivated
Work History
Common Spirit - Customer Service Representative
Lincoln, NE, 04/2020 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Answered constant flow of customer calls with minimal wait times.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Cultivated customer loyalty, promoted repeat customers and improved sales.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Clubcorp Club Operations, Inc. - Customer Retention/Workforce Management Analyst
Milton, GA, 04/2019 - 02/2021
  • Talks to customers over the phone, email, online chat or social media to resolve their questions or concerns
  • Maintains and updates customer information as necessary
  • Calmly attempts to resolve and de-escalate any issues
  • Escalates calls to supervisor when necessary and appropriate
  • Responds to requests for assistance and/or possible processing of credit card authorizations
  • Tracks call-related information for auditing and reporting purposes
  • Provides feedback reports on call issues related to downtime and/or training issues
  • Upsells to customers as necessary
  • Interface with center management and central operations regarding factors that may impact staffing and service levels; assist in coordinating center activities with central operations.
  • Implement effective administrative tracking, analytical and trending procedures to support the unit's goals.
  • Maintain workforce management system and integrity of workforce data (i.e.
  • Agent data, archiving reports, deleting old schedule runs, etc.)
  • May be responsible for producing periodic productivity and other required ad- hoc reports from the workforce management system
  • Manage intraday call volume trends to ensure a more effective and efficient workload.
  • Adjust intraday workforce requirements based on changing/dynamic forecasts'
  • Schedule all transaction based work and special events for optimal service levels and occupancy (e.g., meeting, training, coaching, email, queue work, projects)
  • Generate daily, weekly, and monthly statistics on adherence, attendance and ACD/CMS information for management and capacity planning if requested
  • During periods of coverage needs perform any command center duties as required by the Workforce Manager (i.e., RTA, SLC, scheduling, etc.).
Papa Johns - In-store/Delivery Driver
City, STATE, 06/2018 - 05/2019
  • Managed customer service issues with professionalism and analytical approaches to maintain satisfaction and promote continued brand loyalty.
  • Inspected truck equipment and supplies and reported problems and safety hazards to supervisors following each shift.
  • Boosted revenues by upselling and cross-selling products to new and established customers.
  • Contacted customers prior to delivery to confirm and coordinate delivery times.
  • Completed rush deliveries on tight timetables to satisfy customer needs.
  • Fostered positive working relationships with customers by responding to questions and concerns.
  • Worked overnight shifts during peak periods to meet coverage needs.
  • Reported customer questions, issues and complaints to management.
SUBWAY®Restaurants - Sandwich Artist/Manager
City, STATE, 08/2018 - 02/2019
  • Communicated menu item information and offered suggestions to promote featured products.
  • Organized work areas to foster efficiency and model exceptional kitchen etiquette.
  • Assisted guests, including offering personable greetings and taking orders.
  • Identified price of goods and calculated bills with optical price scanners, calculators and cash registers.
  • Provided product information and menu item explanation in consideration of dietary restrictions.
  • Assisted customers in choosing menu items by providing food complementing information.
  • Maintained clean, sanitized and well-organized food preparation zones.
  • Met sales targets by encouraging customers to buy extra food items such as drinks, desserts and sides.
  • Reduced customer wait times by quickly and efficiently operating customer window and sales register.
Dough Boys Pizza - Hostess
City, STATE, 03/2017 - 06/2018
  • Maintained highly loyal clientele by delivering unparalleled service at every stage of restaurant dining experience.
  • Assisted managers with quickly resolving service- and food-related issues.
  • Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
  • Cultivated positive guest relations by managing information and orchestrating speedy seating.
  • Took reservations by phone and walk-in, keeping scheduling demands and kitchen output in time to avoid overbooking.
  • Supported servers, food runners and bussers with keeping dining area ready for every guest.
  • Stayed in open communication with kitchen team to assess cooking times, avoid worker overload and minimize customer dissatisfaction.
English :
Native or Bilingual
Negotiated :
Spanish :
Negotiated :
Japanese :
Negotiated :

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Resume Overview

School Attended

  • Broward College
  • West Park High School

Job Titles Held:

  • Customer Service Representative
  • Customer Retention/Workforce Management Analyst
  • In-store/Delivery Driver
  • Sandwich Artist/Manager
  • Hostess


  • Associate of Arts
  • High School Diploma

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