Real-Time Analyst - WFM & Intraday Operations

Crystal Nault

Sparks NV 775-***-**** ************@*****.***

Professional Summary

Detail-oriented and analytical Workforce Management (WFM) Real-Time Analyst with experience optimizing operational efficiency within high-volume contact centers. Proven track record of monitoring real-time queues, managing agent adherence, and executing strategic intraday adjustments to consistently meet strict SLAs. Skilled at bridging the gap between data insights and floor operations to drive performance. Core Competencies

● Real-Time Queue Monitoring

● Schedule Adherence Tracking

● Intraday Performance Reporting

● Critical Thinking & Problem Solving

Professional Experience

Anthem Federal Health Services

Customer Service Representative – Members & Providers

● Dual-Queue Inquiry Resolution: Served as a primary point of contact for both health plan members and medical providers, resolving complex inquiries regarding benefits eligibility, copays, authorizations, and claims status.

● Claims Adjudication & Troubleshooting: Researched, tracked, and resolved processed claims errors and billing disputes; successfully collaborated with the billing and processing departments to expedite re-adjudication.

● validating pre-certification requirements, and clarifying fee schedules.

● Regulatory & HIPAA Compliance: Maintained strict adherence to HIPAA privacy regulations, CMS guidelines, and internal metrics while handling sensitive Protected Health Information (PHI).

● De-escalation & Patient Advocacy: Utilized strong de-escalation techniques to support members through stressful healthcare situations, translating dense insurance jargon into clear, empathetic, and actionable information.

● Metrics & Quality Assurance: Consistently met or exceeded strict contact center performance targets, maintaining a high First Contact Resolution (FCR) rate and high Quality Assurance (QA) scores.

Workforce Management (WFM) Real-Time Analyst 06/2017-05/2026

● Intraday Monitoring & SLA Management: Actively monitored real-time queues, agent adherence, and service states across multiple communication channels to ensure federal contract SLAs and key performance indicators (KPIs) were consistently met.

● Real-Time Mitigation: Executed immediate adjustments to agent scheduling, skill assignments, and break/training times to counteract unexpected spikes in call volume or high absenteeism.

● Data Tracking & Reporting: Maintained and distributed intraday performance reports, tracking metrics such as Average Handle Time (AHT), abandonment rates, and occupancy to provide leadership with actionable operational insights. WFM Software Utilization: Utilized enterprise workforce management tools and telephony platforms to monitor real-time adherence and track data accuracy. Technical Skills

● WFM Tools: Genesys Cloud, NICE, EEM, DCCM, CCPulse

● Software: SharePoint, Microsoft Teams,

Education

● GED Washoe County 2004

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