workforce analyst resume example with 20+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

I am an experienced workforce analyst with extensive knowledge in workflow procedures and business process automation, seeking an opportunity with your organization. I am seeking to secure a challenging career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company. I have methodical and thorough professional experience with WFM and MicroSoft applications and adept at applying skills, resources and analytical techniques to make effective workforce plans. Results-oriented and hardworking with a history of collaborating with leadership to determine and implement successful solutions.

  • Computer skills:
  • Microsoft Excel and Office, to store data, create reports, produce schedules, and perform other tasks. They must also have working knowledge of workforce management software used to manage schedules workflow and statistical data. Vast knowledge in use of Verint, NICE-IEX and Pipkins.
  • Analytical skills: Possess analytical skills essentially for reviewing information, analyzing data, and making appropriate recommendations for improvement
  • Communication skills: Strong communication skills to ensure that employees are kept informed of developments effectively, and to ensure that all appropriate staff are aware of issues
  • Highlights:
  • Communicated effectively with multiple departments to plan meetings and prepare welcome packages for new staff. Established strong relationships to gain support and effectively achieve results.
  • Entrusted to manage department(s) in VP’s absence. Provided timely, courteous and knowledgeable response to information requests; screened and transferred calls; and prepared official memos and documents.
  • Co-developed comprehensive, JACHO for environmental of care area and safety training manual that enabled faster ramp-up for newly hired support staff.
  • Developed innovative PowerPoint presentation used by the Office of Home Health to market executive support programs to potential patients.
  • Earned excellent marks on performance reviews, with citations for excellence in areas including work volume, accuracy and quality; ability to learn and master new concepts; positive work ethic; and commitment to providing unsurpassed service.
  • 10 years of successful management within the health care organization managing as many as 25 people.
  • Highly skilled in project management. Successfully managed a 15-member team which delivered 7 projects, accounting for $500,000 in budget.
  • Evaluated existing conditions and future growth of hospitals to make recommendations for services growth, expansion, new services and solvency of existing services based on market demographics and service line volume projections.
  • Skills
  • Office Skills:
  • Office Management
  • Records Management Database Administration
  • Spreadsheets/Reports Event Management
  • Calendaring Financial Management
  • Front-Desk Reception Executive Support
  • Travel Coordination Verint
  • Pipkins
  • Tableau
  • Cisco Finesse
  • Computer Skills:
  • MS Excel MS Word
  • MS PowerPoint Lotus Notes
  • MS Outlook MS Access
  • MS Project MS Publisher
  • FileMaker Pro Windows
  • Workforce Management Tools
  • Setting Schedules
  • Remote Conferencing and Communication
  • Information Protection
  • Staffing Agency Coordination
  • Logical and Methodical
  • Analytical and Critical Thinking
  • New Hire Onboarding
  • Conflict Resolution
  • Decision Making
  • Customer Relationship Management
  • Microsoft Office
  • Clerical Oversight
  • Determining Staffing Needs
  • Maintaining Service Levels
  • Project Management
  • Willingness to Learn
  • Compiling Data
  • Sound Judgment
  • Complex Problem Solving
  • Employment Data Tracking
  • Leave of Absence Transitions
  • Personnel Management
  • Time Tracking and Payroll Administration
03/2019 to Current Workforce Analyst Sykes Enterprises Incorporated | OR, State,
  • I possess the knowledge and relevant experience in forecasting, planning, and scheduling calls or contacts, also I work with volumes and staff or vendors, ensuring optimal performance
  • I also summarize, visualize, and present data
  • I also understand and possess vital knowledge of key call center metrics, including expected occupancy, utilization, service levels, handle time, abandonment rate, SL and ASA along with benchmarking and trending experience.
  • Collaborated with senior and department leaders to develop and implement workforce plans.
  • Developed new-hire training materials regarding all attendance and schedule matters.
  • Created and updated different documents, reports and spreadsheets with software such as Verint.
  • Handled all schedule-related requests, including PTO, shift swaps and overtime.
  • Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.
  • Developed processes and metrics that supported achievement of organization's business goals.
  • Liaised between employees and senior leadership to address inquiries, complete contract processing and foster problem resolution.
08/2014 to 09/2019 Central Traffic Control Manager Central Michigan University | Mount Pleasant, MI,
  • Trend analysis, interpret, analyze, read, and make recommendations that improve a workforce with an eye on reducing overhead and increasing customer satisfaction and experience
  • Produces and helps to manage daily/weekly workload forecast and staffing models for one or more call center/customer service operations, Coordinate the movement of trains through the Willow interlock for the Gateway Eastern Railway
  • Also noted as a qualified Conductor
  • Authorize safe train movement and communicates track occupancy to crews, monitors train movements and conditions affecting movements
  • Communicates over radio or telephone with train crews, yardmasters, and other personnel regarding train movement, also communicate track warrant information and bulletins regarding slow orders of Maintenance of Way
  • Line tracks and give signals when moving through specific territory.
  • Balanced and assigned workloads to graphic designers, production artists and administrative staff in order to achieve deadlines.
  • Monitored usages of hours and funds against budget projections.
  • Created policies and procedures to inform and educate personnel on logistics activities.
  • Managed day-to-day logistics operations, monitoring incoming deliveries and overseeing movement of freight.
  • Prepared inventory for shipment by attaching tags and labels.
  • Handled departmental scheduling to maintain proper staffing for shifts.
03/2011 to 07/2014 Dispatcher CSX Transportation Railroad | City, STATE,
  • Coordinates railroad traffic on specified section of line from centralized traffic control unit that electrically activates track switches signals reads train orders plus schedules to familiarize self with scheduled
  • Times of arrivals departures plus priority of trains, monitor that indicates location of trains by lights that illuminate as train passes specified positions on run operates controls to activate track switches traffic signals reroutes trains or signals locomotive engineer trains to stop train or change speed according to traffic conditions talks by telephone with crew members to relay changes in train orders schedules, and also to receive notification of emergency stops, delays, or accidents records time each train reaches specified point, time messages are given or received, and also name of person giving or receiving message may chart train movements on graph to estimate arrival times at specified points may operate teletypewriter to transmit messages to freight offices or other points along line runs, destination of trains.
  • Supervised railroad dispatching, route planning and tracking for a number of engineers/conductors.
  • Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
  • Set schedules, implemented new policies and worked with managers to optimize operational procedures and establish clear objectives.
  • Facilitated on-schedule movement of trains, according to train orders and schedules.
  • Relayed work orders and information between work crews, supervisors and field personnel.
  • Maintained current knowledge of personnel in field and completed deliveries or delays.
  • Answered customer requests with information about product availability, shipping information and status updates.
  • Managed daily delivery and work schedules to maximize coverage.
  • Monitored dispatch board and adjusted call priorities regularly based on caller needs.
  • Communicated with individuals within inbound call center setting to complete dispatch support for engineers/conductors calls.
  • Reported delays, accidents or other traffic and transportation situations.
01/1998 to 01/2009 Administrative Assistant/Project Manager Kenneth Hall Regional Hospital | City, STATE,
  • I handled multifaceted clerical tasks (e.g., data entry, lease renewals, filing, records management and billing) as the assistant to the VP of Support Services and Management staff
  • Coordinated travel arrangements, maintained database and ensured the delivery of premium service to all management staff
  • Quickly became a trusted assistant known for “can-do” attitude, flexibility and high-quality work.
  • Updated project plans based on changing objectives, specifications and staff availability.
  • Kept project teams on-task with proactive control of budgets, schedules and scopes.
  • Maintained close connection with project personnel to quickly identify and resolve problems.
  • Monitored design processes from conceptual phase through construction.
  • Allocated resources related to staff, materials and budgetary allowances.
  • Assigned work and monitored performance of project personnel.
  • Monitored milestones and deliverables to stay ahead of schedules and proactively spot potential roadblocks.
  • Produced thorough, accurate and timely reports of project activities.
Education and Training
Expected in 12/2023 to to Bachelor | Science Marketing Western Govern University, , GPA:
Expected in 10/2004 to to Associate’s Business | Administration American InterContinental University, Hoffman Estates, IL GPA:

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Resume Overview

School Attended

  • Western Govern University
  • American InterContinental University

Job Titles Held:

  • Workforce Analyst
  • Central Traffic Control Manager
  • Dispatcher
  • Administrative Assistant/Project Manager


  • Bachelor
  • Associate’s Business

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