AJ MORRIS
Weston
Summary
Dynamic Workforce System Coordinator at New York Presbyterian with expertise in UKG Pro and a proven track record in optimizing staffing solutions. Spearheaded initiatives that increased retention rates by 13%, showcasing strong analytical skills and cross-functional collaboration. Passionate about driving efficiency and enhancing employee engagement through innovative workforce management strategies.
Overview
17
17
years of professional experience
Work History
Workforce System Coordinator
New York Presbyterian
New York
11.2014 - Current
- Propose information management and productivity solutions while serving as an expert in troubleshooting challenges.
- Provide user technical support in the development and the management of workforce productivity applications.
- Ensure managers have access to information and resources helping them make informed staffing decisions.
- Provide process and system analyses using an adept understanding of labor management concepts.
Workforce Management Data Analyst
Emblem Health
New York
04.2013 - 11.2014
- Leveraged previous WFM expertise to roll out adherence program within the first three months of employment.
- Spearheaded conversion of agents from analog system to using WFM for requesting time off and viewing schedules within first 6 months of employment.
- Forecast call volume and schedule multi-skill and multi-site call center in order to consistently meet aggressive KPI’s.
- Oversaw call center merger, including training for 300+ agents, onboarding 100+, IVR mapping recommendations, and data/reporting integration.
- Developed performance reports to inform staffing decisions and track agent activity for operational efficiency.
Workforce Management Administrator
KAPLAN TEST PREP & ADMISSIONS
New York
09.2011 - 04.2013
- Initiated and implemented Genesys Workforce Management system which resulted in the ability to properly analyze call volume trends and provide more accurate staffing levels.
- Oversaw the daily operations of the Genesys Workforce Management application, forecasting, scheduling, reporting, and adherence.
- Met all target SLA's, for all teams, in first year of implementation.
- Managed scheduling and adherence for 100+ full-time and part-time employees across multiple sites.
- Collaborated with front line managers to ensure the delivery of efficient, high-quality service.
National Manager of Student Accounts
KAPLAN TEST PREP & ADMISSIONS
New York
02.2010 - 09.2011
- Oversaw 8+ specialized FTEs that proactively retain students impacted by class cancellations and/or attempting to withdraw from programs in a hybrid inbound/outbound contact center environment.
- Implemented new inbound calling strategy from students looking to drop courses nationwide resulting in a retention increase from 18% to 31% in a six month period.
- Saved over $2M in incremental revenue over 1.5 years by centralizing regional cancellation processes to national contact center.
- Increased student retention by streamlining workflows through detailed analysis and process improvements.
- Retained 19% of students by transitioning them to a live online platform, generating additional operating income for the organization.
Educational Sales Advisor
KAPLAN TEST PREP & ADMISSIONS
New York
10.2008 - 02.2010
- Consultative sales advisor in high volume inbound call center.
- Achieved and/or exceeded monthly goal every month by consulting and recommending appropriate study paths to prospective clients.
- #1 Graduate Educational Advisor for the country in second full month of employment.
- Coached employees on phone etiquette and sales closing techniques to enhance performance and conversion rates.
Education
Bachelor of Science - Business Studies-Human Resource Management
SOUTHERN NEW HAMPSHIRE UNIVERSITY
Manchester, NH05.2008
Skills
- UKG Pro and Kronos WFC
- Workforce management systems
- Genesys and Calabrio
- Avaya communication tools
- Workforce optimization strategies
- Forecasting and analytics
- Process improvement methodologies
- Staff training and development
- Labor analytics expertise
- Cross-functional collaboration
- Stakeholder engagement techniques
- Team leadership skills
- Change management practices
- Microsoft Office Suite proficiency
- Salesforce CRM expertise
- Employee engagement initiatives
- Analysis and implementation strategies
Skills
UKG Pro (formerly UltiPro), Kronos WFC/Timekeeper, Genesys WFM, Calabrio, Avaya, Workforce Optimization, Forecasting & Scheduling, Process Improvement, Staff Training, Labor Analytics, Cross-functional Communication, Stakeholder Engagement, Team Leadership, Change Management, Microsoft Office Suite (Advanced), Salesforce, Tableau
Timeline
Workforce System Coordinator
New York Presbyterian
11.2014 - Current
Workforce Management Data Analyst
Emblem Health
04.2013 - 11.2014
Workforce Management Administrator
KAPLAN TEST PREP & ADMISSIONS
09.2011 - 04.2013
National Manager of Student Accounts
KAPLAN TEST PREP & ADMISSIONS
02.2010 - 09.2011
Educational Sales Advisor
KAPLAN TEST PREP & ADMISSIONS
10.2008 - 02.2010
Bachelor of Science - Business Studies-Human Resource Management
SOUTHERN NEW HAMPSHIRE UNIVERSITY
Similar Profiles
Grace NenadichGrace Nenadich
EMT-B at New York PresbyterianEMT-B at New York Presbyterian
ROSEMARIE BAHADURROSEMARIE BAHADUR
Administrative Assistant at New York PresbyterianAdministrative Assistant at New York Presbyterian
Tristan BalcTristan Balc
Patient Care Technician in the Float Pool at New York PresbyterianPatient Care Technician in the Float Pool at New York Presbyterian
Danielle CherryDanielle Cherry
Front Desk Clerk-Oncology at New York PresbyterianFront Desk Clerk-Oncology at New York Presbyterian
Raine MischkaRaine Mischka
Front End Associate at KwikTripFront End Associate at KwikTrip