Workforce Optimization Specialist with 12+ Years Experience

Pamela Marion

Austin, TX 512-***-**** ************@**********.***

Professional Summary

Highly analytical Workforce Specialist with 12+ years of remote work experience in strategic workforce planning, scheduling optimization, and employee development in high volume call centers. Proficient in NICE IEX/WebStation and data-driven forecasting resulting in significant improvement in operational efficiency. Proven ability to build collaborative relationships with diverse teams and align staff scheduling and development with organizational goals.

Core Competencies

Workforce Management/Staff Scheduling

Data Analysis & Reporting

Quality Assurance

Optimization of Sales Operations

Leadership, Team-building & Training

Professional Experience

Marriott International / Starwood Hotels & Resorts

Workforce Specialist (Remote) Austin, TX Apr 2013 – January 2026

Manage staffing plans that align forecasts with service level requirements. Analyze and optimize scheduling for approximately 2,000 call center staff using NICE IEX/WebStation.

Create and manage associate schedules to ensure coverage including but not limited to time-off requests, trades, training and leaves of absences.

Facilitate tactical adjustments to support scheduling, forecasting, and day-to-day operations.

Prepare and analyze weekly, daily and ad-hoc reports for various levels of leadership, supporting data-driven recommendations and decisions.

Manage monthly long-term schedule changes, trade adjustments and optimize break and lunch periods to ensure service levels are met.

Clear and concise email and chat communication regarding scheduling with associates, managers, colleagues and upper management in various departments.

Build and manage new hire classes profiles, training schedules and regular schedules.

Worked seamlessly with a diverse team of 15-20 to achieve company and department goals.

NexxLinx of NC

Training Supervisor / Operations Supervisor / Workforce Management / Quality Assurance Jacksonville, NC Oct 2004 – Apr 2011

Designed and delivered training programs for 20–30 new hires per cycle, focusing on sales, retention, loyalty and customer service.

Monitored performance and implemented coaching strategies to improve productivity and retention to meet company goals.

Developed quality assurance processes to ensure compliance and optimize call center operations.

Consistently exceeded performance goals while fostering a positive, motivated team environment.

Management & Leadership Roles

Accounting Manager / Customer Service Representative / Warranty Administrator / Vault & Bank Teller / Restaurant Manager Jacksonville, NC Aug 1986 – Oct 2004

Managed accounting operations for a team of 19, overseeing accounts payable/receivable and financial reporting. Worked directly with HQ and CFO participating in strategies and planning.

Delivered exceptional customer service and consistently met or exceeded sales goals.

Maintained multiple vaults and bank client vaults valued at up to $60 million; reconciled ATM settlements for 25+ units. Accountable for moving large amounts of currency daily successfully.

Implemented cost-control measures to ensure labor and inventory stayed within budget. Met or exceeded monthly, quarterly and annually goals.

Technical Skills

NICE IEX, NICE CXone Workforce Management WebStation Forecasting Microsoft Office Suite Capture Call Center Operations Quality Control Monitoring Customer Service

Education

Coastal Carolina Community College – Jacksonville, NC

Management Techniques Certification

Jackson State Community College – Jackson, TN

Business Management

References available upon request

Contact this candidate