St analyst
Resume:
Bree Summers Hudson, FL *****
***********@*****.***
http://www.linkedin.com/in/breesummers
Qualifications
• More than eight years’ experience in managing analytical processes
• More than sixteen years' experience in workforce management
• More than nine years’ in Corporate Finance
• More than ten years’ customer service
• Forward-thinking and results-driven professional with exceptional organizational and interpersonal skills
• Highly capable of researching and analyzing trends that increase overall organizational performance
• Excellent at developing short-term and long-term company strategies
• Ability to identify key objectives based on business best practices
• Proficient in Windows and Microsoft Suite programs including Excel and Word (pivot tables/macros)
• Knowledgeable in programs such as IEX, Aspect, Verint, Avaya, CMS, RTA, SQL, Teredata, Tableau, Smartsheets, Teams, Jira, ACD, IVRs Sharepoint and Google Suite
• Experience with Excel (pivot tables, graphs, charts, data analytics, calculations, xlookups etc.) Proficient with all Microsoft Office.
• Strong high-volume project management skills; capable of balancing multiple responsibilities and meeting targeted deadlines in a fast-paced and competitive environment
• Equipped with the aptitude to solve complex problems and increase efficiency
• Proven ability to work independently as well as a member of a team Professional Experience
Amerilife Tampa, FL
Sr. Analyst, Workforce Planning and Analytics August 2022 – Present
• Forecasts daily, weekly, monthly, 18-month and future required staffing levels by projecting call volumes, call duration and required staffing levels using current trends, historical data, and multiple LOBs
• Create and maintain 15 reports on all KPIs, attendance and occurrences (daily, weekly, monthly yearly)
• Route calls to maintain service level
• Design new reporting
• Automate reporting from CMS to Excel
• Schedule adequate coverage for all skills
• Monitor CMS for incorrect codes, route calls to avoid calls holding in excess
• Manger time off requests
• Schedule and coordinate breaks, lunches, meetings, training, and new hires.
• Partner with strategy, routing, scheduling, and reporting teams to increase productivity
• Collaborated with leadership teams to produce trending reports
• Create schedule patterns; conduct shift and vacation bids
• Project management
• Customer service
2
Verizon Tampa, FL
Sr. Analyst, Workforce Planning and Analytics(Corporate Finance Dept) October 2013 – August 2022
• Forecasts daily, weekly, monthly, 18-month and future required staffing levels by projecting call volumes, call duration and required staffing levels using current trends, historical data, and multiple Financial Service LOBs (includes - inbound/outbound calls, chat and email support channels.
• Provide analysis and recommendations to improve staffing levels and efficiency while advising leadership of observed trends
• Maintain and analyze records of actual volumes compared to forecast
• Understand trends for forecasting variance and recommending changes to enhance forecast accuracy and effectiveness
• Maintain detailed records of call/skill set statistics and call arrival patterns to maximize forecasting accuracy capability, ensuring cost-effective labor utilization
• Ensure awareness of understaffed intervals, days or periods across all call centers; produce gap analysis (including overtime recommendations) report
• Conduct analysis and make recommendations to ensure service levels are met
• Create schedule patterns; conduct shift and vacation bids
• Partner with strategy, routing, scheduling and reporting teams to increase productivity
• Collaborated with leadership teams to produce trending reports
• Conduct data management, analysis, trending, create reporting (reoccurring and ADHOC) utilizing Tableau, SQL, Teradata, and Microsoft SQL
• Customer service
Bright House Networks Orlando, FL
Workforce Management Lead/Interim Supervisor August 2006 – October 2013
• Worked in tandem with operations to develop a workforce strategy
• Promoted a superior, customer-focused environment by managing the efficient delivery of quality customer service and escalation calls
• Forecasted call volume for six call centers
• Ensured awareness of understaffed intervals, days or periods across all call centers
• Approved personal and vacation days based on group allowance accounts and intra-day staffing
• Monitored active queues and service levels at all times
• Scheduled all transaction based on work (calls, adjustments, correspondence, training and meetings),
• Conducted analysis and made recommendations to ensure service levels were met
• Executed proactive and reactive enforcement of compliance with system standards for customer service delivery
• Conducted computer troubleshooting with agents to minimize errors in customer service delivery
• Routed calls to vendors to elevate internal high call volume
• Crafted training manuals on methods and procedures for all management teams
• Worked with RTA, CMS, Avaya ACD, IEX, ICOMS and Aspect E-Workforce programs Douglass Capital Corporation Palm Bay, FL
Manager September 2002 – August 2006
• Served as the sole communications liaison; managed all internal and external communication materials with an emphasis on brand and message consistency
• Monitored and trained team members on a daily basis to maintain a high level of competence
• Oversaw Call Center workflow including incoming calls, supporting functions and special projects
• Provided technical guidance, training and staff development for Customer Service Representatives
• Provided feedback and coaching to ensure positive call service and meet daily quality goals
• Promoted a superior, customer-focused environment by managing the efficient delivery of quality customer service
3
Professional Certifications
• Verizon: Emerging Leadership Development Program 2017 and 2021
• The Call Center School: Workforce Planning Management Certification 2011 and 2015
• The Call Center School: Supervision Certification 2011 Education
Remington University Tampa, FL
Associates of Science – Internet Information Systems October 2002 President’s Honor Roll Recipient: 2001-2002
References
Available upon request
Contact this candidate