Workforce Management Analyst Resume Example ALLCONNECT INC

WORKFORCE MANAGEMENT ANALYST

Summary

A BSA graduate that is ambitious, detail-oriented Financial Analyst versed in balancing priorities and meeting deadlines under pressure. I adapt quickly to challenges, and changing environments. I also have excellent written/oral communication with the ability to speak clear and fluent with all levels of business with strong quantitative, analytical background with impeccable database and operational skills. A motivated business analyst, with the technical expertise and business acumen necessary to translate business requirements, and objectives into scalable, highly resilient and successful system solutions. Quality Assurance

Highlights

Accounting, billing, BI, business process, cable, call center, capacity planning, CMS, coaching, creative thinking, customer satisfaction, customer service, customer assistance, databases, database, documentation, economics, fast, forecasting, international business, inventory, Linux, enterprise, operations management, order entry, organizational skills, processes, Project management, speaking, real time, reporting, research, retail, sales, scheduling, spreadsheet, staffing, phone, time management, view, workflow analysis

Accomplishments

Colorado Technical University, Denver, CO, U.S.A GPA: GPA: 3.67 Graduated Cum Laude
Graduated Cum Laude
Outstanding student award: Fall 2008 Deans List award 2 consecutive years
Ensured quality of utility calls by using the escalation process in order to ensure a high CSAT score for customer satisfaction. Scheduling Managed detailed scheduling to ensure adequate staffing throughout the year. Managed daily schedules and sales leads for all the call centers Facilitated onboarding of new employees by scheduling training, answering questions and processing emails. Project Management Researched, Investigated and analyzed client complaints to identify and resolve issues. Successfully help developed the DOE process which resulted in the creation of the Customer Care DOE team. Worked directly with Cox Communications, Time Warner, and Insight account clients to ensure proper product knowledge remain current and to resolve any customer/client issues effectively, and efficiently while maintaining a great relationship with our clients. Competitive Analysis Performed competitive analysis to make recommendations for future company growth. Data Organization Improved office organization by compiling quarterly budget reports, financial spreadsheets, organizational charts and company data reports using advanced Microsoft Excel functions Multitasking Demonstrated proficiencies in telephone, e-mail, fax and front-desk reception within high-volume environment. Customer Service Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency. Reporting Maintained status reports to provide management with updated information for client projects
Allconnect Top 3 May 2010 Terrific trio September 2010 Outstanding student award: Fall 2008 Deans List award 2 consecutive years IEX Total View version 3 IEX Nice version 4 Microsoft suite professional

Experience

Workforce Management Analyst
December 2011 to CurrentALLCONNECT INC － Atlanta, GAProvide real time analysis of phone representatives using IEX, CMS and Interactions to ensure all employees are effectively and efficiently assigned to call queues. Routinely evaluate service level outcomes by interval to identify call volume variable changes and recommend staffing realignments where needed. Utilize forecasts to measure accuracy by interval, daily, and monthly measures. Participate in the selection, development and implementation of workforce management systems, as well as, the ownership of their configuration and utilization. Analyze and research enterprise wide data by using IEX, BI, CMS and other company software Develop staffing forecast and match staff against staffing requirements. Approve and deny time off request in advance based on our current objectives.

DOE/Escalations Specialist
September 2008 to December 2011Update AT&TCox, Time Warner, Insight, and Clearwire accounts for orders needing further information from customers to complete the process, while tracking trends and errors for follow-up with agents, and order entry teams. Process Cox cable accounts in an ICOMS system while speaking with customers when necessary. Update reconciliation for cable accounts to assure accurate billing. Provide documentation of the call review to implement the resolution of the complaint. Business Development/Innovation Lab Specialist Test and implement new products, services, and processes. and time. 08/2007 to 09/2008 Manage and train associates on creating databases for tracking trends for different utility providers. Develop spreadsheet models for diverse projects and analysis. Monitor organization's performance against competitors. Relocation Specialist Assist customers with relocating or establishing new utility services for their new home. Answer incoming calls and used multiple account screens.

Account Manager
June 2006 to August 2007ENTERGY － Dunwoody, GA

Assist customers
September 2005 to January 2006with getting payment extensions on their accounts. Reconnect customer's utility services once payment has been applied to account. MBA: HUMAN RESOURCES

Education

BACHELOR OF SCIENCE : ACCOUNTING, Business Administration, 2015Colorado Technical University － Denver, CO, US2015 Colorado Technical University, Denver, CO, U.S.A GPA: GPA: 3.74 Minor Business Administration Current GPA: 3.74 BACHELOR OF SCIENCE: ACCOUNTING

ASSOCIATE OF ARTS : AccountingColorado Technical University － Denver, CO, USColorado Technical University, Denver, CO, U.S.A GPA: GPA: 3.67 Graduated Cum Laude Major in Accounting Emphasis in [International Business and Economics coursework] GPA: 3.67 Graduated Cum Laude ASSOCIATE OF ARTS: ACCOUNTING

Accounting, 2013University of Phoenix － Atlanta, GA, USUniversity of Phoenix, Atlanta, GA, U.S.A. GPA: GPA: 3.30 Major in Accounting GPA: 3.30 2013

Skills

Bi, Business Intelligence, Cms, Content Management System, Forecasts, Iex, Real Time, Staffing, Accounts For, Accounts In, Accounts To, Billing, Business Development, Databases, Documentation, Incoming Calls, New Products, Order Entry, Reconciliation, Account Manager, Ambitious, And Sales, Answering, Award, Bsa, Budget, Business Requirements, Business Systems Analysis, Capacity Planning, Clients, Coaching, Competitive Analysis, Customer Service, Database, Detail-oriented, Excel, Excellent Written, Financial Analyst, Forecasting, Inventory, Leads, Linux, Microsoft Excel, Multitasking, Office Organization, Onboarding, Operations, Operations Management, Organizational Skills, Project Management, Quality Assurance, Quantitative, Receptionist, Retail, Retail Marketing, Retail Sales, Sales, Sales Leads, Satisfaction, Scheduling, Solutions, Switch Capacity, Telephone, Time Management, Training, Translate, Workflow, Workflow Analysis, Human Resources, Mba, Accounting, Associate

Resume Overview

Companies Worked For:

ALLCONNECT INC
Update AT&T
ENTERGY

School Attended

Colorado Technical University
University of Phoenix

Job Titles Held:

Workforce Management Analyst
DOE/Escalations Specialist
Account Manager
Assist customers

Degrees

BACHELOR OF SCIENCE : ACCOUNTING, Business Administration , 2015
ASSOCIATE OF ARTS : Accounting
Accounting , 2013

Workforce Management Analyst Resume Example

Resume Score: 90%

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