Owner Rental Support Specialist Resume Example
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OWNER RENTAL SUPPORT SPECIALIST
Professional Summary
- 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.
Skills
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Work History
Owner Rental Support Specialist, 04/2015 to Current
Comerica – Dearborn , MI
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 to 04/2015
Procore Technologies, Inc. – Tampa , FL
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 to 09/2012
Massmutual Financial Group – Richmond , VA
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 to 08/2008
Walgreens – City , STATE
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
Education
Bachelor of Science: Business Administration And Management, 2020
University of Phoenix-Central Florida Campus - City, State
University of Phoenix-Central Florida Campus - City, State
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.
Accomplishments
- 2019 Bronze Stevie Award for Front-Line Customer Service Team of the Year
- 2019 American Resort Development Association Nominee
Skills
- Delegating
- Strategic Thinking
- Reliability
- Ethics
- Categorizing data
- Project Management
- Scheduling
- Strategic Planning
- Collaboration
- Observation
- Data analysis
- Critical thinking
- Time management
- Reporting
Work History
Owner Rental Support Specialist, 04/2015 to Current
Company Name – City, State
Company Name – City, State
- 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 to 04/2015
Company Name – City, State
Company Name – City, State
- 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 to 09/2012
Company Name – City, State
Company Name – City, State
- 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 to 08/2008
Company Name – City, State
Company Name – 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
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Resume Overview
School Attended
- University of Phoenix-Central Florida Campus
Job Titles Held:
- Owner Rental Support Specialist
- Command Center Analyst
- Workforce Management Scheduling Analyst
- Workforce Management Real-Time Analyst
Degrees
- Bachelor of Science : Business Administration And Management , 2020
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