Workforce Planning & Analytics Specialist

J L Jeremiah Lane

Oklahoma City, OK ***** 1-405-***-**** *******@*****.***

PROFESSIONAL

SUMMARY

Analytical professional with a strong background in workforce planning and team collaboration. Skilled in optimizing staffing processes through data analysis, contributing to improved operational efficiency and informed decision-making. SKILLS • Performance improvement • Job analysis

• Workforce planning • Data collection & research

• Workforce management • Workforce management tools

• Microsoft office

WORK HISTORY WORKFORCE SPECIALIST 03/2017 to 01/2026 Hertz Car Rental Oklahoma City, OK

Developed and implemented workforce strategies to optimize staffing efficiency across multiple locations.

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Managed real-time inbound call traffic across multiple contact center locations.

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Increased operational efficiency through continuous review of workforce performance metrics and recommending adjustments as needed.

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Guided leadership teams in decision making related to workforce planning, including resource allocation and budgeting considerations.

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Enhanced workforce efficiency by analyzing data and identifying areas for improvement in staffing and scheduling.

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Analyzed employee performance metrics to identify improvement areas and enhance team productivity.

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Conducted regular audits of workforce practices, ensuring adherence to industry regulations and corporate guidelines.

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Reviewed timesheets for anomalies and worked with supervisors to correct issues.

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Collaborated with department leaders to implement labor management tools, improving scheduling accuracy.

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ASSISTANT MANAGER 02/2007 to 02/2017

Office Depot Inc Oklahoma City, OK

Led team in daily operations, ensuring efficient workflow and exceptional customer service.

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Developed training programs for new staff, enhancing onboarding experience and improving retention rates.

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Implemented inventory management systems, resulting in streamlined processes and reduced stock discrepancies.

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Oversaw scheduling and staffing needs, ensuring optimal coverage during peak business hours.

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Supervised day-to-day operations to meet performance, quality and service expectations.

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Maintained a clean, safe, and organized store environment to enhance the customer experience.

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Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.

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Developed strong working relationships with staff, fostering a positive work environment.

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Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.

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• Oversaw daily operations to maintain store cleanliness and organization. CALL CENTER REPRESENTATIVE 10/1999 to 01/2007

Bank of America Fresno, CA

Resolved customer inquiries through effective communication and problem-solving techniques.

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Processed transactions accurately while adhering to bank policies and procedures.

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Trained new representatives on call handling protocols and customer service standards.

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Managed high call volumes while providing exceptional customer support and maintaining professional composure.

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Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.

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Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.

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Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.

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Met customer call guidelines for service levels, handle time and productivity.

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Trained new personnel regarding company operations, policies and services.

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EDUCATION High School Diploma 06/1994

Hoover High, Fresno, CA

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