Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:

Proficient Workforce Analyst adept at collecting, evaluating and modeling data sets to make forward-thinking improvements to workforce plans. Well-organized and knowledgeable with top skills in complex problem-solving and strategic decision-making. Prepared to offer 5 years' experience and seeking a dynamic new position.

  • Determining Staffing Needs
  • Workforce Management Tools
  • Report Writing
  • Compiling Data
  • Setting Schedules
  • Maintaining Service Levels
  • Developing Models
  • Flexible Schedule
  • Relationship Building
  • Supervision & Leadership
  • Team Building
  • PPE Use
  • Customer Service
  • Microsoft Office
  • Good Work Ethic
  • Friendly, Positive Attitude
  • Organizational Skills
  • Conflict Resolution
  • Active Listening
  • Critical Thinking
  • Team Management
  • Training & Development
  • People Skills
  • Data Management
  • Basic Math
  • Computer Skills
  • Reliable & Trustworthy
  • Problem Resolution
  • Coaching and Mentoring
  • Schedule Coordination
  • Decision Making
  • Recruitment and Hiring
  • Microsoft Office Suite
  • Team Management and Supervision
  • Handling Complaints
  • Staff Scheduling
  • Multitasking and Organization
  • Workflow Optimization
  • Handling Customer Complaints
  • Complex Problem Solving
  • Data Entry and Maintenance
  • Call Documentation
  • De-escalation Techniques
  • Verbal and Written Communication
  • Efficient and Detail-Oriented
  • Customer Account Management
  • Quality Controls
  • Employee Training
  • Database Management
  • Salesforce CRM
  • Time Management
  • Billing Adjustments and Refunds
  • Patient and Empathetic
  • Team-Oriented and Cooperative
  • Work Prioritization
  • Multi-Line Phone Systems
Workforce Management Analyst, 11/2020 to Current
Great ClipsGrand Prairie, TX,
  • Monitor all channels and balance service delivery while sustaining or improving the customer experience
  • Monitor and manage to the daily/weekly/monthly budgeted staffing hours by client/program
  • Communicate with Operations on intraday requests using extreme professionalism
  • Update and monitor schedules for current day/week with any exceptions (absence, VTO, OT, training, meeting, etc.)
  • Analyze data to outline any reasons for under/over performance and recommend actions to improve performance
  • Support the production, communication, & implementation of service level action plans
  • Monitor staffing levels against scheduled plan to efficiently handle incoming work units at the prescribed service levels
  • Work with operational and support teams to effectively plan VTO (Volunteer Time Off)
  • Ensure accurate recording and reporting of metrics
  • Work closely with operations leadership to identify “hot spots” and take appropriate actions to minimize any impacts
  • Works closely with other Workforce team members in Forecasting, Scheduling and Real-Time
  • Management
  • Communicate and interact effectively with operations and support functions to provide internal customers with information/data needs in a timely manner
  • Ensure compliance with company standards and procedures
  • Performs and handle other essential duties/tasks, as assigned.
  • Handled all schedule-related requests, including PTO, shift swaps and overtime.
  • Liaised between employees and senior leadership to address inquiries, complete contract processing and foster problem resolution.
  • Collaborated with senior and department leaders to develop and implement workforce plans.
  • Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.
  • Created and updated different documents, reports and spreadsheets with software such as [Sharepoint, Excel and in Contact].
  • Developed new-hire training materials regarding all attendance and schedule matters.
  • Sourced, qualified and conducted screening interviews with job candidates.
  • Prepared employees for assignments by establishing and conducting orientation and training programs.
  • Managed full-cycle recruiting processes for managerial and executive-level vacancies.
  • Developed process improvements and streamlined procedures to effectively resolve employee discrepancies.
  • Developed processes and metrics that supported achievement of organization's business goals.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
Supervisor, 07/2019 to Current
Propak Inc.Clarksville, AR,
  • Achievement of intraday, daily, weekly and monthly SLA targets
  • Attend, manage or organize disciplinary procedures as required
  • Be cost conscious and ensure that resources are managed as efficiently as possible, maximizing opportunities to reduce cost without compromising service
  • Ensure client satisfaction
  • Ensure that all HR related tasks relating to on boarding, performance / behavioral issues and termination of employees are completed timely, thoroughly and accurately
  • Interact with third party vendors as processes require
  • Interface with internal and external clients in order to ensure contractual obligations are met and client needs are satisfied
  • Involvement in operational projects and initiatives
  • Manage day to day operations and ensure that all daily and other periodic activities are completed as planned
  • Manage own performance and personal development as a role model within the Call Center
  • Manage the delivery of contractual service levels in order to satisfy client needs and meet revenue targets
  • Motivate and develop team leaders through coaching, feedback and personal development in order to enhance performance delivery, meet contractual obligations and maximize staff retention
  • Partner with Quality Assurance and Training organization to ensure expectations are aligned
  • Partner with Work Force Management to ensure reporting, forecasting and scheduling support
  • SLAs
  • Plan, control and manage changes to services, policies, procedures, resources and facilities in order to positively and flexibly meet business requirements
  • Provide an efficient and flexible response to operational issues, in order to maintain levels of service delivery, client and customer satisfaction
  • Provide assistance, coaching, measurement, feedback, help and guidance to the Call Center
  • Provide leadership, direction, develop and maintain team morale 3
  • Provide responses to client for requests to support business reviews and proposals
  • Recruit, plan and manage the deployment of resources within the teams in order to maintain a skilled and effective workforce and meet contractual obligations
  • Regularly review the activities of the department in order to ensure the most effective and cost- efficient approach is used to provide customer service and meet contractual obligations
  • Relies on experience and judgment to plan and accomplish goals
  • Review and manage costs in order to meet and improve on agreed budgetary limits
  • Review service delivery, identify and implement improvements in order to ensure business performance is maximized and client needs met
  • Support account growth, change management and transformational activities
  • To review service delivery, identify and implement improvements in order to ensure business performance is maximized and client needs met
  • Work with management team to ensure compliance with company policy, state and federal employment laws.
  • Resolved customer complaints and adjusted policies to meet changing needs.
  • Established and enforced clear goals to keep employees working collaboratively.
  • Provided ongoing training to address staff needs.
  • Complied with company policies, objectives and communication goals.
  • Identified and corrected performance and personnel issues to reduce impact to business operations.
  • Maintained operating schedules to provide effective coverage for key areas and achieve objectives.
  • Coached staff members to develop long-term career goals.
  • Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
  • Responded to employee concerns or complaints by coordinating with human resources team to solve issues.
  • Coordinated employee schedules according to shift changes and availability.
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Evaluated processes and employee strengths to realign workflows with changing business demands.
  • Planned and managed resources to consistently meet production, quality and cost goals.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Drove quality assurance and effective evaluation, modification and improvement of services and developed work plans consistent with program goals and objectives.
  • Hired team members and trained in collaborative team environment.
  • Managed communication within organization and to outside clients and partners and thoroughly documented and reported overnight activities to management.
Team Lead, 10/2018 to Current
Aguirre & FieldsOklahoma City, OK,
  • Responsible for assisting with a lead queue for team leads to reinforce training with agents while assisting consumers
  • Responsible for providing excellent customer service to representatives and consumers
  • Demonstrated a commitment to learning quickly and effectively applying knowledge as well as supporting and creating a productive, positive work environment
  • Handled escalation phone calls and returns to ensure issues are resolved and consumers are provided information in compliance to company policies
  • Provide training, mentoring and coaching to call center agents in the form of daily huddles as well as vendor transfer issues.
  • Delegated daily tasks to team members to optimize group productivity.
  • Monitored team progress and enforced deadlines.
  • Fostered positive employee relationships through communication, training and development coaching.
  • Documented production levels and materials used to keep management informed.
  • Collaborated with management team to implement new work procedures or policies.
  • Created and distributed monthly, quarterly and annual reports to management regarding performance.
  • Followed staffing strategies to achieve production goals.
  • Offered training and support to keep team members motivated and working toward objectives.
  • Delegated tasks to team members, maximizing unique strengths and skill sets.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Utilized coaching and leadership principles to enhance internal and external team dynamics.
  • Recommended and executed improvements for production and product quality.
  • Assigned projects and distributed tasks to team members as per area of expertise.
  • Conferred with other supervisors to coordinate operations and activities within or between departments.
Customer Service Representative, 10/2017 to Current
Dollar TreeSnellville, GA,
  • Delivered retail and customer service activities within to optimize and exceed sales targets, profitability and customer satisfaction
  • Provided technical support for devices, working with technicians to insure customer was satisfied with support provided
  • Handled calls for customers that required information about their personal accounts and provided them with correct and complete information about their account
  • Handled escalated phone calls to insure issues were resolved and customers were provided with accurate information
  • Additional Information
  • Highly professional, very adaptable, and a fast learner capable of using strong focus in many different environments
  • Demonstrated ability to work well in a team setting or in an independent setting
  • Proficient with Microsoft office
  • Able to adapt to other programs, and to be trained and learn new information and systems proficiently.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Educated customers on special pricing opportunities and company offerings.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Consulted with customers to resolve service and billing issues.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Developed strong customer relationships to encourage repeat business.
  • Made outbound calls to obtain account information.
  • Explained benefits, features and recommendations to maximize client retention.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Set up and activated customer accounts.
  • Improved customer service wait times to mitigate complaints.
  • Relayed customer feedback to cross-functional teams to improve products and services.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Trained new hires on products and services, best practices and protocols to reduce process gaps.
  • Rolled out operational improvements and solutions to deliver top-notch customer service.
  • Organized client contracts, records and reports to strengthen traceability.
  • Exceeded company productivity standards on consistent basis.
Education and Training
Diploma: , Expected in 05/2021
Chester Lewis Academic Learning Center - ,

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Resume Overview

School Attended

  • Chester Lewis Academic Learning Center

Job Titles Held:

  • Workforce Management Analyst
  • Supervisor
  • Team Lead
  • Customer Service Representative


  • Diploma

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