Data Entry

Overview

Skilled in Forecast and Staffing Management operations to improve staffing efficiency and increase service results

while reducing cost and meeting set metrics.

Core Competencies

Capacity Planning and Forecasting Project Management

In-depth knowledge of call center and workforce management principles

Ability to apply problem solving and troubleshooting skills

Ability to analyze and solve complex situations

EMPLOYMENT HISTORY

Humana, Government Contracts 06/19 – Present

Workforce Management Professional II – Remote (Palm Springs CA)

Update schedules with exception, approved/unapproved time off, meetings, training, etc

Generated and update schedules

Updated and maintain PTO balances as well as PTO approval and overrides

Monitor Real Time Adherence and make recommendations as needed to maintain required Service Levels

Extracted data from various tools to complete assigned projects within the Scheduling area

Conducted annual PTO bidding for Holiday PTO approvals for the following year

Analyzed historical trending data to ensure all key metrics are being met

Manage staffing levels and reskill associates as needed to maintain service levels as well as member

satisfaction

Achieve a high level of partner satisfaction by providing reports, training on tools, as well as being a

resource to all our Business Partners

MGM Resorts International – Excalibur Hotel & Casino 06/18 – 6/19

Workforce Operations Manager - Las Vegas, NV

Implement Workforce Management departmental policies and procedures as directed by the Workforce

Management Director

Currently managing a team of 7 workforce specialists and 1 supervisor

Provides input and direction into the development and monitoring of business plan, fiscal budgets, and

department operations to produce both short and long-term profitability

Manage Human Resources responsibilities for assigned department to include: hiring, training, coaching,

creating a work environment that promotes teamwork, performance feedback, recognition, mutual respect

and employee satisfaction

Develop and implement department goals for the entire property in regard to FTE’s, vacation quotas, and

staff scheduling

Reduced payroll costs by an average of 7% by increasing scheduling efficiencies and reducing overall

overtime in various hotel/casino operations departments

Adjust staffing needs based on special events, large party reservations, table games/slot tournaments,

while maintaining compliance with scheduling to include departments covered by collective bargaining

agreements

In-depth knowledge of all hotel and casino departments to help maximize staffing efficiencies and assist in

overall profitability

UnitedHealth Group (laid off) 08/16 – 11/17

Sr. Workforce Traffic Analyst (Remote) - Palm Springs, CA

Created short term forecast utilizing historical data trends and future initiatives

Generated and update schedules for UnitedHealth Group Auditors (400+ Auditors)

Updated and maintain PTO balances as well as PTO approval and overrides for 400+ auditors

Met weekly with Senior Department heads regarding the Short-Term Capacity Plans, Daily Auditor

Inventory Drops and analysis/point out trends that may affect future forecasting models

Extracted data from various tools to complete assigned projects within the Scheduling and Forecasting

area

Conducted annual PTO bidding for Holiday PTO approvals for the following year

Analyzed historical trending data to ensure all key metrics are being met

Coaching and mentoring new hires within the Workforce Management department

BCD Travel 08/14 – 07/16

Short Term Forecasting Analyst (Remote) - Palm Springs, CA

Shifted bid and vacation bid administration across multiple lines of business

Hosted weekly client calls to go over any forecast changes or adjustments and future week contingency

planning

Optimized of agent schedules to maximize efficiency

Created short term forecasts using historical data and current trending models

Determined availability of vacation time and update schedules as needed

Prepared in-depth monthly staffing and financial models and recommends appropriate staffing levels,

overtime and new hire training classes for various lines of business

Sears Holdings 10/11 – 07/14

Forecasting and Planning Analyst – Austin, TX

Ensured attainment of key WFM metrics, including service level, occupancy, utilization, abandoned rate,

forecast accuracy, schedule efficiency and adherence. Assessed the impact of these factors and develops

a recommendation for remediation

Produced accurate workflow forecasts and effective resource scheduling to maximize performance and

meet SLO’s

Work with Resource Management leader on any relevant activities in regard to Workforce Management

Provide reports and analysis on drivers, trends to assist senior management in informed decision making

Analyzing and reporting absenteeism trends

Monitor results of forecast in real time and post execution to determine how successful the projections met

goals and predicted actual performance

Participate in weekly reviews of all forecasts with department managers and forecast manager

Prepares in-depth monthly staffing and financial models and recommends appropriate staffing levels,

overtime and new hire training classes for various lines of business

Analyses of call volumes and patterns as well as AHT, normalizes historical data and make adjustments

when necessary

Update weekly plans for various lines of business to determine forecasted call volume and staffing levels

and advise the line of business owners of any issues that might arise

Runs scenarios for pilots and future products/services to determine impacts on the customer and

department

Assists in the development of budgets and in the analysis and reporting of actual expenses

Model headcount forecast and perform actual to budget variance analysis

AAA 03/07 – 09/11

Workforce Scheduling Analyst – Phoenix, AZ

Schedule and input exceptions as needed as well as preplanned activities such as training, meetings, etc.

Analyze service level and call forecasts over multiple lines of business in order to effectively staff the call

center

Create and generate agent schedules as well as oversee the schedule bidding process for various lines of

business in multiple sites

Determine availability of vacation time and update schedules as needed

Work closely with Payroll in order to ensure accuracy between agents’ timesheet entries and schedule

entries

Update weekly plans for various lines of business to determine forecasted call volume and staffing levels

and advise the line of business owners of any potential issues that might arise making recommendations

for remediation

Compare and analyze weekly forecasts vs. actual volume trends, AHT and shrinkage

Coaching mentoring new hires in WFM as well as participating in new hire candidate interviews

TECHNICAL SKILLS/CERTIFICATIONS

Aspect eWFM, IEX TotalView, Verint (Blue Pumpkin), CMS Avaya, Aspect, AT&T Call Routing Application,

Cisco Reporting, NICE Reporting, Genesys Reporting, Virtual Roster (VR), Kronos Timekeeping, Opera

Reporting, Workday, Microsoft Outlook, Excel, Access, Word, and PowerPoint, Tableau

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