Business Analyst Contact Center
Resume:
Anesa Singletary
Workforce Management Business Analyst
Cedar Hill, TX 75104
*************@***.***
Authorized to work in the US for any employer
Work Experience
Patient Access Associate
Tegria - Remote
January 2022 to April 2024
• Produce contact center short- and long-term demand forecasts for multiple lines of business and channels.
• Establish key contacts and sources to collect and maintain model inputs such as volumes, initiatives, average handle time, shrinkage, attrition, headcount etc.
• Drive forecasting and model improvements to maximize statistical confidence and operational accuracy.
• Produce capacity planning with staffing and hiring recommendations to meet growth plans and SLAs.
• Participate in the budget planning process.
• Serve as an advocate for continuous improvement and participate in process improvement initiatives.
• Ad hoc duties as assigned
• Provide scheduling analyses and recommendations to optimize resource utilization to meet SLAs.
• Ensure agent schedules are built and generated on a timely basis.
• Facilitate time off request process, off line activities, meetings, shift changes, new hire schedules, and department shift bid process.
• Reassign agents for optimization of staffing and SLA management across multiple lines of businesses and channels.
• Monitor and validate call prioritization and agent skill assignments.
• Collaborate with operations on real-time monitoring and schedule adherence to maximize customer SLAs for back office and call groups.
• Responsible for root cause analysis, staffing updates, and daily/intra-day performance reports to leadership.
• Ensure data integrity within WFM system and inputs to models.
• Collaborate and follow up with IT on open help desk tickets and drive to desired resolution
• The WFM Analyst will work with other WFM team members to balance workload to ensure all deliverables are met.
• Establish and maintain communication channels with contact center leaders.
• Provide timely and transparent intel that supports the business in making informed decisions.
• Serve as a SME and partner with Operations to fully leverage capabilities of WFM processes and tools.
• Facilitate strategic sessions with Operations to review forecast considerations, capacity plans, and staffing/hiring recommendations.
• Establish tactical sessions with Operations to provide a recap of prior period’s performance, trends, projection of upcoming period’s SLAs, and staffing adjustment recommendations.
• Provide various WFM presentations such as new hire presentations and business reviews.
• includes analysing the current workforce, determining future workforce needs, identifying the gap between the present and the future, and implementing solutions so that an organisation can accomplish its mission, goals, and strategic plan. Workforce Management Business Analyst
Nissan - Irving, TX
September 2017 to December 2021
Completes short- and mid-term forecasts of work volume, handle time and staff shrinkage. Manages staff scheduling including shift, PTO planning, and overtime, when necessary; schedules offline activities as frequently as required.
Analyzes resource availability vs need for continual gap analysis, to spot trends and assess risks. Provides analytical input related to trends within supported operations teams, related to call handle time and call volume, to continuously improve forecasts and plans. Provides daily plans to meet service levels as needed. Identifies gaps in coverage, and proposes new shifts or realignments, along with hiring plans, including best shift for newly-hired agents. Maintains headcount/FTE requirements for each supported operations team, and works closely with leadership to ensure staffing is adequate to support compliance regulations. Maintains and updates agent information, including skill capabilities. Keeps up-to-date tracking on all schedule adjustments (e.g. medical leaves); develops and maintains PTO plans and schedules accordingly.
Provides daily and weekly reports; supports ad-hoc reporting requests. Supports WFM-system integrity Workforce Management Coordinator
Walmart - Fort Worth, TX
November 2015 to September 2017
Responsible for monitoring and analyzing the contact centers customer volume compared to Staffing levels both in real time and historically.
Supports all aspects of Walmart's Global contact centers to include inbound and outbound calls back office traditional correspondence and all digital channels ie email and chat. Interact with leaders from operations with a focus on long and short term planning to insure an optimum staffing strategy is in place while balancing quality customer demand and Walmart financial objectives. Program Manager I
Sprint - Irving, TX
July 2006 to November 2014
Performed root cause analysis for Cable Resource Center Quality Contest
• Facilitated weekly Training Sessions for representatives.
• Facilitated new hire training camp.
• Participated in the Automatic Call Distributor Project.
• Performed Root Cause Analysis presentation for Long Distance blocks
• Represented Dallas Cable Resource Center on weekly customer implementation calls with Cable Partners
• Performed monitor reviews, and provided feedback to representatives
• Facilitated Interactive Voice Response training
• Responsible for preparing documentation for Quality Assurance
• Interface with Sprint University trainer to ensure consistency
• Facilitated training on CPS ClickIT Ticket Process
• Represented the Dallas Cable Resource Center on the weekly project call and performing test cases
• This project involved testing to ensure orders flow correctly from beginning to end
• Granted paid and unpaid time off to Customer Service Automatic Call Distributor representatives
• Ensure Total View is updated, and attend webinars to increase knowledge of software's capabilities
• Proactively identify schedule gaps and offer over time to meet staffing needs
Business Customer Service Representative II
Sprint
July 2005 to July 2006
Irving, Texas
• Ensure Sprint Nextel Cable Partners expectations are met and ensure satisfaction.
• Provide a one stop shopping environment for Sprint Cable Partners regarding dedicated/switched voice and data products
• Complete all orders, cancellations, disconnects, activations, and also execute database maintenance functions, as necessary
• Recognize, investigate, determine, and/or escalate service order and billing linked concerns for both internal and external
customers
• Assist coworkers with troubleshooting of digital phone problems
• Perform side by sides with trainers, supervisors, and representatives to ensure job knowledge
• Volunteered to back up the lead that facilitated the Time Warner Cable conference call on a daily basis
• Selected to participate in Time Warner Cable conference call daily
• Provided presentations to training classes about Time Warner Cable and system knowledge
• Selected to assist with the Time Warner Cable Commercial Account pilot
• Subject Matter Expert for the new hire transition pilot
• Selected to support the new hire training camp and provide daily feedback on their progress
• Assisted Supervisors with system knowledge and escalations
• Assisted with the modifications of the Cable Resource Center Triage Guide
• Back up for Jackson/Monroe conference call for Supervisor Toni Schiavetta
Senior Specialist/Corporate End User Fort
Sprint
January 2005 to July 2005
Worth, Texas
• Responsible for taking escalations from customer specialist
• Assist customers with explanations about their invoices
• Perform side by side monitors to give feedback about ways to improve call flow
• Responsible for creating Wireless Local Number Portability escalation tickets
• Perform billing analysis audits on customer's accounts
• Distribute daily and weekly statistics to specialist
• Provide team leads with support
• Effectively provide mentoring through on-the-job-training for newly hired employees
• Extensive knowledge of Sprint's Operations & Human Resource Methods and Procedures
• Effectively process contact administration and advanced account hierarchy through Sprint's systems P2K & Premiere
Customer Solutions Specialist III/ Corporate
Sprint
May 2004 to January 2005
End User Fort Worth, Texas
• Responsible for the post-activation care of Sprint's Business Customers
• Responsible for handling account activations, account maintenance, equipment & billing inquiries, promotions, sales, service & technical support
• Effectively provide mentoring through on-the-job-training for newly hired employees.
• Extensive knowledge of Sprint's Operations & Human Resource Methods and Procedures
• Effectively process contact administration and advanced account hierarchy through P2k and Premiere
Sales and Service Associate
Sprint LD & PCS - Dallas, TX
May 2003 to May 2004
Responsible for handling inbound inquiries from Sprint's Long Distance, Local, and PCS customers
• Effectively resolve billing problems; service changes and credit adjustments
• Responsible for troubleshooting, pre and post selling of Sprint products and services
• Accurately perform complex tasks to manage customer accounts through the use of Premiere, P2K, and other operating systems
Data Entry/Purchasing Clerk
Nokia - Irving, TX
July 2000 to May 2003
Data entry for purchase and leased test equipment
• Ship, receive, and track equipment for calibration, repair, and lease returns
• Database entry of location, status, and calibration needs of equipment
• Equipment database report generation processing to ensure accurate and vendor interface
Senior Material Handler/Team Lead Fort
Nokia
September 1997 to July 2000
Worth, Texas
• Coached up to 15 employees to ensure efficient productivity
• Excellent leadership and team building skills applied in everyday task
• Receive, inspect, and ship materials using inventory management software
• Track rejected materials movements and maintains accurate data entry records using MS Access as well as creating documents and producing reports
• Create documents and produce reports using Microsoft Office applications
• ISO 9000 & HazMat Certified.
• Made punctual shipments of parts to new and pre-existing customers as per promise date
• Contacted vendors and contractors daily to ensure prompt and accurate deliveries Education
Bachelors of Business Administration in Management Northwood University Cedar Hill - Cedar Hill, TX
May 2011
Associates in Business
North Lake College Irving - Irving, TX
May 2007
Skills
• Microsoft Office (6 years)
• Microsoft Word (10+ years)
• Microsoft Excel (7 years)
• Process Improvement (10+ years)
• Project Management (10+ years)
• Customer Service Skills (10+ years)
• Payroll (2 years)
• Team Building (10+ years)
• Team Leadership (10+ years)
• Team Player (10+ years)
• Staff Training (9 years)
• Research (10+ years)
• Strategic Planning (10+ years)
• Problem Solving (10+ years)
• Quality Assurance (10+ years)
• Excel
• Forecasting
• Customer Service
• Workforce Management
• Leadership Experience
• Management Experience
• Project / Program Management
• Microsoft Powerpoint
• Supervising Experience
• Six Sigma
• Business Analysis
• Lean
• Management
• Leadership
• Operations management
• Power BI
• Salesforce
• Communication skills
• Instructional design
Awards
Sprint Excellance Award
Certifications and Licenses
Lean Six Sigma Green Belt
October 2013 to Present
Lean Six Sigma is the mythology that relies on a collaborative team effort to improve performance by systematically removing waste combining lean manufacturing / lean enterprise and Six Sigma to eliminate the eight kinds of waste. Time, inventory, motion, waiting, overproduction, overprocessing, defects, and skills.
Driver's License
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