Alexandrea Albury
Sr. Workforce Analyst
Brandon
Summary
Knowledgeable Workforce Analyst successful at gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Over 5+ years of experience in workforce management.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
Work History
Workforce Management Analyst
Cigna
09.2024 - Current
- Implemented key performance indicators to measure workforce efficiency, leading to targeted improvements.
- Evaluated the effectiveness of implemented solutions by monitoring key performance metrics over time, making adjustments as needed.
- Identified inefficiencies in current scheduling processes, implementing changes that resulted in improved resource utilization.
- Established clear communication channels among staff members regarding scheduling updates or conflicts.
Workforce Real Time Analyst
UnitedHealth Group
2 2019 - 05.2023
- Set and adjusted schedules to maintain optimal coverage and service levels.
- Optimized schedules, forecasts, and other tools to present to management.
- Managed real-time inbound call traffic across multiple contact center locations.
- Created and updated documents, reports, and tracking spreadsheets using Excel, Microsoft Word, and Adobe.
- Managed overtime, shift swaps, breaks and PTO requests
- Skilled in NICE IEX, Aspect, as well as instructed trainings on how to use systems.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Reviewed and analyzed forecasting and staffing for each contract and next-day forecasting.
Workforce Real Time Analyst
Humana
12.2018 - 02.2019
- Managed real-time inbound call traffic across multiple contact center locations.
- Optimized schedules, forecasts and other tools to present to management.
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Managed overtime, shift swaps, breaks, and PTO requests.
- Skilled in IEX, as well as NICE. Instructed trainings on systems.
- Produced and updated documents, reports, and tracking spreadsheets using Excel, IEX, and Aspect.
- Reviewed and analyzed forecasting and staffing for each contract and next day forecasting.
- Monitored and managed intraday staffing.
Team Leader
Humana
08.2015 - 12.2018
- Fostered a positive work environment that encouraged collaboration and teamwork among employees.
- Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
Education
Bachelor of Arts - Human Resources Management
Pasco-Hernando State College
New Port Richey, FL 10.2022 - Current
High School Diploma -
Ridge View High School
Orange Park, FL 08.2009 - 06.2012
Skills
Forecasting expertise
NICE IEX
Aspect
Excell
Scheduling Optimization
Resolving issues
Excellent Communication
Flexible and Adaptable
Multitasking Abilities
Training and Development
Written Communication
Organization and Time Management
Timeline
Workforce Management Analyst
Cigna
09.2024 - Current
Bachelor of Arts - Human Resources Management
Pasco-Hernando State College
10.2022 - Current
Workforce Real Time Analyst
Humana
12.2018 - 02.2019
Team Leader
Humana
08.2015 - 12.2018
High School Diploma -
Ridge View High School
08.2009 - 06.2012
Workforce Real Time Analyst
UnitedHealth Group
2 2019 - 05.2023
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