Records & Workforce Management Leadership Professional
Resume:
Amy Berdine Watkins
Versatile professional with over 20 years of experience in leadership, training, workforce management, records management, and customer service across corporate and nonprofit sectors. Excels in process optimization team development, and community engagement. Seeking opportunities to leverage strong interpersonal, analytical, and organizational skills to return to the workforce.
Experience
Education
2018 - Current
Volunteer – various organizations
Treasurer – Jolly Workers, Boy Scouts Troop 911 – handled budgets of over $20k, audits, day to day transactions. Joy Church, Friendship Community Church, Greenhill Church – church office, bookstore, children’s church, AWANAs leader, Preschool/VBS director administration assistance, re-organization, Elementary Sunday School teacher
2019 - 2021
Substitute Teacher
ESS (for Wilson County TN Schools)
Substitute Teacher preschool – High School for Wilson County Schools, including Barry Tatum Academy – an alternative high school for troubled youth not able to attend public schools for behavior issues. Completed teachers planned lessons for variety of subjects.
2011 - 2018
Records Management Supervisor
Deloitte- Hermitage, TN
Ensured compliance with legal and regulatory requirements, supervised and trained regional staff at 5 locations, developed cross training and process improvement of duties to increase productivity by over 35%, collaborated with and trained non-records personnel on creating, storage and retrieval of both electronic and physical records. Assisted with budget for records department. Conducted audits of records to maintain accuracy and enforce records retention schedules.
2007 – 2011
Workforce Management Analyst
Deloitte- Hermitage, TN
Real time analyst with focus on forecasting, produced, validated and refined short-term and long-term forecasts for 4 call center locations(TN, CA, Indiax2) to improve SLAs and performance metrics, analyzed historical data, seasonal trends and business drivers to predict call volumes became SME of Verint WFM software, ensured PTO, Quality, training, breaks and lunches were scheduled appropriately, created multiple forecast scenarios to evaluate impacts of shrinkage, schedule adherence and performance goals, collaborated with cross-functional teams to streamline processes and determine the adequate staffing needs for peak seasons, Created new queues and forecast for new business with no known history of call volumes.
2005 - 2007
Sales, Manufacturing, and Logistics Liaison
Campbell Hausfeld – Mt. Juliet, TN
Developed purchase strategy, negotiated sales contracts, monitored contract management and ensured quality service, collaborated with all departments to ensure products were delivered by sales contracts without delay or chargebacks, conducted audits of all penalties and chargebacks to ensure validity and prevent in future, found over $250k in erroneous chargebacks from previous sales contracts, improved operational processes to support organizational planning,
2002 - 2005
Technical Support Manager
Campbell Hausfeld – Mt. Juliet, TN
Established call center for technical/customer support for powered products, implemented telephony systems to queue calls, developed models for technical support across all offerings and solutions, collaborated with engineering to improve products based on customer complaints, Wrote all technical FAQs on manuals and support websites, developed direct resolutions plans for all products, established yearly budget for department,
MBA Business Management Liberty University-Lynchburg, VA March 2018 to July 2022
Business (Bachelor degree)
Strayer University-Nashville, TN February 2005 to June 2008
Business (Associate degree)
Washington Community College – Marietta, Ohio
August 1985 – December 1987
Skills
Transformational Leadership
Collaboration
Critical Thinking
Work Ethic
Problem Solving
ChatGPT
Communication
Process Improvement
Adaptability
Growth Mindset
Analytical Thinking
Health & Life Insurance License
Problem Solving
Project Management
Contact
*************@*****.***
11009 Gato del Sol
Union, KY 41091
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