Workforce Real-Time Analyst
Resume:
BRIE LANDES
CONTACT
PHONE:
EMAIL:
**********@*****.***
WEBSITE:
https://www.linkedin.com/in/brie-landes-988348183/
Objective:
To secure a dynamic and growth-oriented role within a reputable organization where I can apply my workforce management expertise, analytical skills, and technical proficiency to drive operational success—while continuing to expand my knowledge and contribute meaningfully to team and company goals.
Professional Summary
With over six years of experience in workforce management as a real-time analyst, I bring a proven ability to enhance operational efficiency through data-driven decision-making. My core strengths include real-time adherence monitoring, schedule optimization, and performance reporting using tools such as Genesys WFM, Aspect WFM, Jira, and workforce adjustment ticketing systems. I consistently deliver measurable results by streamlining processes and improving agent productivity.
In addition, I offer more than 20 years of customer service experience across retail and call center environments, including leadership roles involving administrative operations, hiring, payroll, banking, reconciliation, and technical support. My call center background spans customer service, reservations, and survey operations.
Highly detail-oriented and performance-focused, I excel in data analysis and consistently exceed key performance indicators in fast-paced settings. My technical proficiency includes networking concepts such as LAN/WAN support, static IP configuration, telnet access, and troubleshooting via Remedy. Proficient in Microsoft Excel, Word, and PowerPoint, I bring a well-rounded, tech-savvy, and service-oriented approach to every role I take on.
EDUCATION
Hickey College
Computer Networking Specialist – Some Coursework Completed (2007–2008)
St. Louis Community College - Florissant Valley
Business Management Certificate (2001–2002)
McCluer High School
High School Diploma (1997–2001)
KEY SKILLS
Real-Time Adherence & Call Queue Management (Genesys, Aspect, Avaya/CMS)
Schedule Optimization & Workforce Analytics (WFM, Power BI)
Technical Support & Troubleshooting (OMSE, SCOPE, Kitty)
Jira & Email Ticket Management
Customer Service & Help Desk Expertise
Microsoft Office Suite (Excel, Word, PowerPoint)
Data Entry, Data Analysis, and Reporting
Strong Interpersonal, Time Management, and Problem-Solving Skills
Work Experience
Ferguson LLC – Workforce Real-Time Analyst II (Remote)
Newport News, VA March 2022 – January 2025
Monitored and adjusted agent adherence using Genesys Cloud WFM.
Managed real-time call queue flow and staffing via the Genesys Workspace Dashboard.
Collaborated with leadership on shrinkage, staffing variances, and unplanned activity.
Built custom dashboards to monitor KPIs and enhance scheduling strategies.
Conducted audits and produced daily/weekly performance reports with Power BI.
Spectrum Charter – Workforce Management Care Coordinator II
St. Louis, MO December 2018 – March 2022
Used Aspect WFM to monitor and adjust agent schedules in real time.
Optimized staffing and AUX assignments to improve service levels.
Generated regular reports on workforce operations and performance.
Utilized Avaya/CMS and Jira for workflow and issue management.
Spectrum Charter – Associate Desktop Support Specialist I & II
St. Louis, MO August 2017 – December 2018
Provided tier-2 technical support for field technicians.
Configured and provisioned modems and cable boxes (OMSE, SCOPE).
Resolved connectivity and networking issues using Kitty and NYROC.
Ollie Dowell Communications LLC – Customer Service Representative
Lambert St. Louis Airport, MO November 2015 – August 2017
Delivered high-quality customer service to travelers.
Managed airport paging and information services.
Maintained accurate records through efficient data entry.
lified candid CORE APTITUDES
Real-Time Workforce Management
Schedule Auditing & Compliance
Operational Reporting & Performance Analytics
Technical Issue Resolution & Tier-2 Support
Multitasking in High-Volume Environments
Leadership Collaboration & Communication
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