Operations & Scheduling Specialist (Remote)
Resume:
SHARENA GRANT
C O N T A C T
*************@*****.***
North Lauderdale, FL
P R O F I L E
Proficient workforce management professional with 10 years of experience in streamlining operations, managing teams, and implementing process improvements. Proven expertise in quality control optimization, risk mitigation, and leadership. Skilled in analyzing complex data, developing standardized procedures, and conducting training sessions.
C O R E C O M P E T E N C I E S
Risk Mitigation & Executive
Reporting
Verint/IEX Workforce
Management Systems
Knowledge Base Creation & Documentation
Tactical Planning and Implementation
Cross-Department Collaboration
Workflow Optimization (SOPs, KPIs)
Incident & Escalation Management
Technical Support & Troubleshooting
W O R K E X P E R I E N C E
WORKFORCE MANAGEMENT SPECIALIST
Compass
– Davie, FL
2023 – Present
Developed key performance indicators (KPIs)
for each department within the organization to track progress towards operational goals.
Developed and implemented a comprehensive
risk management plan to mitigate potential
operational risks, resulting in 43% reduction in absenteeism in 5 months across all departments.
Created reports analyzing profit/loss data for management review.
WORKFORCE MANAGEMENT SUPERVISOR
Humana
– Louisville, KY
2023 – 2023
Spearheaded implementations in my first 90
days, which increased production by 37% via
data analysis in Verint.
Conducted regular performance evaluations
for operations by creating reports analyzing operational data, such as production output and cycle time, to identify areas for improvement and provide feedback.
Conducted regular audits to ensure compliance with regulatory requirements and internal quality standards.
OPERATIONS SPECIALIST
M&G Aluminum Windows
– Miami, FL
2022 – 2023
Maintained standard operating procedures and training documents to assist current and onboarding of workforce.
Modeled innovative solutions to respond to
organizational needs by identifying areas of weakness and recommended or implemented
process improvements.
Provided leadership vision, direction and
development of multiple complex and high-
priority contracts between company and
business partners and identified audit
parameters to comply with quality standard.
LEAD DOCUMENTATION SPECIALIST
Bankers Healthcare Group
– Davie, FL
2021 – 2022
Developed innovative solutions which led to
increased production and sales by introducing new standard operating procedures and renovated quality benchmarks.
Organized/conducted weekly staff meetings,
discussed new projects, objectives, and
development strategies while performing ad hoc reporting.
Completed production targets within deadlines while assisting in product quality assurance.
FUNDING PRODUCTION SPECIALIST
Bankers Healthcare Group
– Davie, FL
2019 – 2021
Monitored and documented production line for incorrect techniques and worked with managers to implement new SOPs which led to a 50% increase in same day funded loans and 36% decrease in error rates.
Worked alongside multi-departments to
minimize unforeseen and current complications.
Charged with maintaining vendor relations to facilitate funding of commercial and personal loans, while acting as the subject-matter expert for all related issues.
WORKFORCE MANAGEMENT SUPERVISOR
Apple
– North Lauderdale, FL
2018 – 2019
Managed real-time inbound and outbound call
traffic across multiple contact center locations while fostering relationships with internal personnel to cultivate optimal service levels, attrition, and quality.
Optimized forecasting of absenteeism and AHT by 25% and 21%, respectively, in less than 3 months by performing ad hoc reporting and analysis.
Managed team, driving productivity and
reducing process lags by training staff and new hires in best practices and procedures.
E D U C A T I O N
BACHELOR OF SCIENCE IN BIOLOGY
Northern Caribbean University
– Mandeville, MN
2014 – 2016
ASSOCIATE DEGREE IN AGRICULTURAL TECHNOLOGY
Montego Bay Community College
– Montego Bay, SJ
2010 – 2012
A W A R D S
THE NATIONAL SOCIETY OF LEADERSHIP AND SUCCESS
2019
T E C H N I C A L S K I L L S
Documentation & Collaboration:
SOPs, Training Materials, Internal Knowledge Base, Shared Drives
Tools:
Verint, NICE WFM, Microsoft Project, PowerPoint, Jira (familiar)
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