Data Analysis Customer Service

Natasha Shotwell

Smyrna, TN ***** C: 865-***-**** ************@*****.***

Career Overview

Highly motivated and proactive Workforce Planning Coordinator with 4+ years of experience in data analysis, coordinating daily operations to improve efficiency, critical thinking, time management and responding to unexpected changes. Proven track record of success in building relationships across multiple departments for operational improvements and staff development.

Skills

Active Listening Skills

Data analysis

Problem Solving and decision-making skills

Proficient in Microsoft Office: Word,Excel, PowerPoint and Outlook

Proficient in Workforce Analysis and Planning

Strong Organizational Skills and time management

Strong written and verbal communication Skills

Work Experience

Workforce Planning Coordinator

January 2020-Current

• Oversees, Monitors, and manages analysis of real-time workload and requirements including scheduling procedures, staffing levels and call routing in order to meet service level requirements and other dynamic business needs.

• Makes decisions on behalf of leadership in response to unexpected changes in call volume, using discretion and sound judgment to problem solve and make decisions to appropriately adjust and allocate staffing resources across multiple queues.

• Attends staffing review meetings and shares understanding of previous and current weeks’ performance and forecasted performance of remainder of current week and next week while also identifying risks.

• Conducts schedule optimization and schedule bidding in accordance to established guidelines.

• Provides associate/coach training on resource planning policies/procedures.

• Utilizing forecast to schedule small and large offline activities such as town halls, center-wide trainings and focus groups.

• Create schedules, offline events, profiles for new-hire classes for the upcoming year’s staffing.

US Cellular Customer Service Support Specialist

November 2014-January 2020

Collaborated with different departments to resolve problems or complex issues.

Responded to customers in various ways such as via email, letter, BBB responses, and over the phone.

Multitasked between different types of reports and audits to ensure the company’s procedures and policies were followed.

Lead training in clearing provisioning errors and completing complex issues such as rebuilding accounts, and correcting MDN allocation issues.

Became the individual that would be asked to take charge of last-minute projects and keep track of all the information needed.

US Cellular Customer Service associate

February 2014-November 2014

Was first in line for customers concerns and needs.

Handled a variety of calls such as payments, 1st tier troubleshooting, activations, billing questions and such.

Processed backend needs such as the suspension/ resuming of lines, account changes.

Provided additional support to other queues that were struggling.

Utilized the provided tools to effectively and efficiently handle each call that was taken.

Educational Background

High School Diploma: Universal

2005 William Blount High School

Graduated with an honors diploma from William Blount High School.

Was a member of the Beta Club, Key Club, and the Marching and Concert Band where I was the clarinet section leader.

2018 University of Phoenix

Graduated from the University of Phoenix with my Bachelor of Science in Business and Human Resource Management Certificate.

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