Livecareer-Resume
JC
Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Professional Summary

Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Over 8+ years of experience in workforce assessment.

Detail-oriented and systematic professional well-versed in Microsoft Office and Calabrio and successful at utilizing diverse resources and analytical strategies to make effective decisions about workforce needs. Collaborative and open team player adept at working with management to find and implement effective solutions.

Skills
  • Procedure Compliance
  • Report Preparation
  • Decision Making
  • Employment Data Tracking
  • Microsoft Office
  • Business Intelligence
  • Training Development and Execution
  • Database Maintenance
  • Analytical and Critical Thinking
  • Project Management
  • Documentation and Recordkeeping
  • Conflict Resolution
  • Personnel Management
Work History
10/2018 to Current Workforce Management Analyst Abm | Arlington, VA,
  • Produced and updated documents, reports and tracking spreadsheets using Microsoft Office, Cisco CUIC, Calabrio, Qlik Sense, and others.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Created training materials for new employees to provide information about adherence and exceptions guidelines.
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Assisted senior management with making key decisions by developing and submitting performance and compensation reports with status updates and improvement recommendations.
  • Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
  • Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Provided training on dashboard and package development to team members and management.
  • Prepared and maintained reports, dashboards and monthly packages.
  • Optimized schedules, forecasts and other tools to present to management.
  • Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
  • Developed disaster and recovery strategy to prepare company for hazardous weather conditions, nuclear accidents and terrorist attacks.
  • Processed and executed yearly shift and vacation bids.
  • Utilized Calabrio, and other RTA tools for adherence, compliance, and other metrics
  • Monitored over 60 agents.
11/2013 to 10/2018 Order Processor Gaia Herbs | Mills River, NC,
  • Updated company tracking system with latest information.
  • Double-checked customer orders and information before filling out order forms to prevent unnecessary delays and errors.
  • Communicated with customers to verify information, fill out appropriate paperwork and carry out specified requests.
  • Carried out day-day-day duties accurately and efficiently.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Entered orders for over 250 stores we sold products to.
  • Maintained minimum inventory of products in stores
04/2006 to 03/2012 Workforce Management Specialist Massmarkets | Unavailable, NC,
  • Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Provided training on dashboard and package development to team members and management.
  • Prepared and maintained reports, dashboards and monthly packages.
  • Optimized schedules, forecasts and other tools to present to management.
  • Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
  • Developed disaster and recovery strategy to prepare company for hazardous weather conditions, nuclear accidents and terrorist attacks.
  • Processed and executed yearly shift and vacation bids.
  • Utilized Aspect, and other RTA tools for adherence, compliance, and other metrics
  • Monitored over 500 agents in 6 call centers.

Education
Expected in No Degree | Electronic Engineering DeVry, Columbus, Oh, GPA:
Expected in No Degree | Business Administration Kent State University, Kent, OH GPA:
Expected in 05/1993 High School Diploma | Perry High School, Massillon, OH GPA:

General education with interests in computers and electronics.

Certifications

Serv-Safe Certified

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Resume Overview

School Attended

  • DeVry
  • Kent State University
  • Perry High School

Job Titles Held:

  • Workforce Management Analyst
  • Order Processor
  • Workforce Management Specialist

Degrees

  • No Degree
  • No Degree
  • High School Diploma

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