Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Meticulous, results-driven Workforce Management Analyst with the education and work experience to process numerous datasets and support the smooth function of legal operations in the federal and private sectors as well as retail sectors. Possess a solid foundation in data entry, legal research, and data analysis demonstrated through the successful execution of multiple projects that streamlined legal classification processes and updated the company to current industry best practices. Strong communicator able to work with diverse teams, professionally manages service correspondence, and deliver cost-effective, punctual results. Academic qualifications include pursuit of a Bachelor of Science in Computer & Information Sciences from Full Sail University as well as Certification as a Legislative Classification Analyst. Focused on maintaining optimal coverage and service levels. Effective at training new employees on regulations, monitoring patterns and handling schedule requests. Writes reports, updates spreadsheets and produces forecasts.

  • Administrative Support
  • Continuous improvement
  • Data Entry
  • Data management
  • Legal Research
  • Microsoft Office
  • Policy Analysis
  • Problem-solving
  • Project Management
  • Quality Control
  • Quality Assurance
  • Inbound phone calls
  • Customer support
  • Data Collection & Research
  • Project lifecycle management
  • Leadership
  • Training and Development
  • Conflict Resolution
  • Staff Management
  • Documentation and reporting
  • Verbal and written communication
  • Analyzing patterns
  • Supervision
Work History
Workforce Management Analyst, 04/2020 to Current
Time Warner CableTerre Haute, IN,
  • Contributed to company achieving and holding industry-leading customer service ratings.
  • Produced and updated documents, reports and tracking spreadsheets using Excel, Microsoft Teams and Scheduler systems.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Oversaw development and implementation of improvements to support and network operations.
  • Coordinated with management teams to plan, develop, align and execute strategies that would meet client's vision, mission and purpose.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Created training materials for new employees to provide information about attendance guidelines.
  • Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
  • Interviewed, hired, trained and mentored 150 staff by coaching daily, leading performance reviews and offering constructive feedback.
Topic Classification Analyst, 12/2015 to 02/2020
Bright Horizons Family SolutonsLa Mirada, CA,
  • Increased by 20% retention and growth of State Net's base business by rewriting original client-specific, issue tag descriptions
  • Identified key Topic Classification keywords and assigned them to client-specific issue tags
  • Assisted four team members to develop a mobile application that displays an improved version of LexisNexis Advance product that allows for searching of legislative and regulatory content
  • Contributed to the implementation of client-tracking legislation and regulations while observing 100% of all existing state/federal mandates
  • Stayed abreast of news relevant to legislation and regulations
  • Proactively researched these topics to develop actionable continuous improvement projects
  • Recognized for excellent data management, acquisition, processing, and entry skills while consistently submitting assignments before established deadlines
  • Reviewed complex legislative bills/regulation summaries to identify keywords/phrases and determine which subject matter areas could be categorized
  • Personally trained six contract employees in departmental policies/procedures and new legislative sessions
  • Improved accuracy of Automated Indexing System by 38% by reducing number of searchable keywords from 38K to 27.5K (2625 personally reviewed and removed)
  • Created 1283/5941 customer description tags for Legislative Issue Screening product update that allows for improved selling of issue screening and issue channel products to clients
  • Added 54 new keywords and 4 new subtopics to Alpha-grep Keyword Database that allows for use of current terminologies and areas of interest in Legislative and Regulatory space
  • Improved Automated Indexing Systems "Special Measures" filter to better recognize these types of legislative bills; New automated system missed only 1% of non-special measure bills out of 14,578 total bills that were actually special measures
  • Improved work efficiency with addition of "Delete All" button to Legislative Quality Control tools, allowing for the saving of 70 hours of work over the course of 100,000 legislative content per legislative session
Mobile Application Developer, 03/2017 to 11/2019
A.M. GamingCity, STATE,
  • Coordinated and delegated team tasks and monitored completion to drive efficiency
  • Tested troubleshooting methods, devised innovative solutions, and documented resolutions for inclusion in a knowledge base for support team use
  • Researched, designed, and implemented scalable applications for information identification, extraction, analysis, retrieval, and indexing
  • Rapidly prototyped new data processing capabilities to confirm integration feasibility into existing systems
Game Tester, 01/2016 to 05/2017
NeocruxCity, STATE,
  • Provided feedback for online gaming performance, measuring qualitative impacts of factors such as latency, download speeds, and other network considerations
  • Provided subjective feedback to shape game development by applying personal and third-party taste profiles
  • Investigated malfunctions of in-game products, tracking issues to discover root causes and possible corrective measures
  • Collaborated with team members to test multi-player content during quality assurance tasks
  • Wrote and submitted comprehensive bug reports, providing details on factors such as ease of replication, severity and other metrics
Bachelor of Science: Game Design, Expected in 03/2017
Full Sail University - Winter Park, FL,

Graduated with 3.4 GPA

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School Attended

  • Full Sail University

Job Titles Held:

  • Workforce Management Analyst
  • Topic Classification Analyst
  • Mobile Application Developer
  • Game Tester


  • Bachelor of Science

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