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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
  • 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
 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 to 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 to 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 to 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
Education
Bachelor of Science: Business Administration And Management, 2020
 University of Phoenix-Central Florida Campus - Orlando, FL

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
 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 to 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 to 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 to 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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Resume Overview

Companies Worked For:

  • Wyndham Destinations
  • Optum
  • Bright House Networks
  • Walgreens

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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