- Montgomery Street, San Francisco, CA 94105
- H: (555) 432-1000
- C:
- resumesample@example.com
- Date of Birth:
- India:
- :
- single:
- Multi-talented support specialist consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity.
- Experienced call center support specialist with over 16 years of experience in call center industries such inbound/outbound support, sales verification, customer service, surveys, collections, and telemarketing. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.
- Delegating
- Strategic Thinking
- Reliability
- Ethics
- Categorizing data
- Project Management
- Scheduling
|
- Strategic Planning
- Collaboration
- Observation
- Data analysis
- Critical thinking
- Time management
- Reporting
|
Owner Rental Support Specialist, 04/2015 - Current
Comerica – Dearborn, MI,
- Assists on various projects and tasks as assigned by management
- Develop and implement training modules and standard work documentation for all maintenance processes
- Assist with audit of inventory management program
- Develop transition management plans to move applications from in development to in production
- Secure valuable inventory using yield management tools
Command Center Analyst, 09/2012 - 04/2015
Procore Technologies, Inc. – Tampa, FL,
- Analyze current work load to ensure sufficient coverage in all skill groups across multiple sites
- Make scheduling decisions such as shifting schedules or authorize overtime to cover staffing deficiencies
- Use sound business and technical judgement, understand drivers, validate assumptions, and data accuracy to
provide accurate statistical reporting
- Prepared intraday reports on staff attendance and auxiliary codes
- Processed management requests for modifications of scheduling events (meetings/trainings, etc.)
Workforce Management Scheduling Analyst, 08/2008 - 09/2012
Massmutual Financial Group – Richmond, VA,
- Collaborate with Operation Management to identify opportunities and further optimize our workforce
- Maintained running reports of attendance incidents
- Managed schedule changes to ensure adequate daily resource coverage
- Monitor intra-day volumes to ensure compliance to business needs
- Building and maintaining shift profiles in the Microsoft Access database
Workforce Management Real-Time Analyst, 06/2005 - 08/2008
Walgreens – City, STATE,
- Maintain running report of attendance incidents
- Analyzed PTO submissions and approve/deny in conjunction with management based on their effects on
operations
- Utilize workforce management software and all other contact management tools to effectively analyze and
forecast staffing needs and requirements to ensure optimum productivity
- Work directly with call center management to ensure goals are met through intra-day management of shifts,
skills, and changes to plan
- Guides workforce management team to analyze and plan for activity based on forecast models
Bachelor of Science: Business Administration And Management, Expected in 2020
-
University of Phoenix-Central Florida Campus - Orlando, FL
GPA:
Within the academic and other on-campus activities, I always looked for an opportunity to apply and develop some of the practical skills demanded in the professional world, such as team building, marketing, implementation, leadership, and more.
- 2019 Bronze Stevie Award for Front-Line Customer Service Team of the Year
- 2019 American Resort Development Association Nominee
- Delegating
- Strategic Thinking
- Reliability
- Ethics
- Categorizing data
- Project Management
- Scheduling
- Strategic Planning
- Collaboration
- Observation
- Data analysis
- Critical thinking
- Time management
- Reporting
Owner Rental Support Specialist, 04/2015 - Current
Wyndham Destinations – Orlando, FL
- Assists on various projects and tasks as assigned by management
- Develop and implement training modules and standard work documentation for all maintenance processes
- Assist with audit of inventory management program
- Develop transition management plans to move applications from in development to in production
- Secure valuable inventory using yield management tools
Command Center Analyst, 09/2012 - 04/2015
Optum – Orlando, FL
- Analyze current work load to ensure sufficient coverage in all skill groups across multiple sites
- Make scheduling decisions such as shifting schedules or authorize overtime to cover staffing deficiencies
- Use sound business and technical judgement, understand drivers, validate assumptions, and data accuracy to
provide accurate statistical reporting
- Prepared intraday reports on staff attendance and auxiliary codes
- Processed management requests for modifications of scheduling events (meetings/trainings, etc.)
Workforce Management Scheduling Analyst, 08/2008 - 09/2012
Bright House Networks – Orlando, FL
- Collaborate with Operation Management to identify opportunities and further optimize our workforce
- Maintained running reports of attendance incidents
- Managed schedule changes to ensure adequate daily resource coverage
- Monitor intra-day volumes to ensure compliance to business needs
- Building and maintaining shift profiles in the Microsoft Access database
Workforce Management Real-Time Analyst, 06/2005 - 08/2008
Walgreens – Orlando, FL
- Maintain running report of attendance incidents
- Analyzed PTO submissions and approve/deny in conjunction with management based on their effects on
operations
- Utilize workforce management software and all other contact management tools to effectively analyze and
forecast staffing needs and requirements to ensure optimum productivity
- Work directly with call center management to ensure goals are met through intra-day management of shifts,
skills, and changes to plan
- Guides workforce management team to analyze and plan for activity based on forecast models
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