Alexis Jacobsen
San Antonio,TX
Summary
Results-oriented Workforce Management Specialist with expertise in scheduling optimization and workforce planning. With 5+ years of experience within customer service industry, and proven ability to analyze and input data to enhance operational efficiency across contact center environments.
Overview
1
1
Certification
4
4
years of professional experience
Work History
Workforce Management Specialist
Charter Spectrum
03.2025 - Current
- Facilitated communication between departments to enhance collaboration on workload distribution.
- Optimized schedules, forecasts, and other tools to present to management.
- Prepared and maintained reports, dashboards, and monthly packages.
- Managed real-time outbound and inbound call traffic across multiple contact center locations.
- Analyzed workforce data to optimize scheduling and improve operational efficiency.
- Supported the development of training materials on workforce tools and processes.
- Trained team members on workforce management tools and best practices.
Collections Agent
Charter Spectrum
07.2023 - 03.2025
- Managed high-volume outbound calls to collect overdue payments and resolve customer inquiries.
- Negotiated payment arrangements with customers to facilitate debt recovery while maintaining positive relationships.
- Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
- Scheduled payments and further communications to facilitate repayment strategies
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
Member Service Representative
Jack Henry & Associates
07.2022 - 07.2023
- Provided exceptional customer support for inquiries regarding banking products and services.
- Resolved member issues efficiently through effective communication and problem-solving skills.
- Processed account transactions with accuracy to ensure compliance with regulatory standards.
- Verified customer identification and documentation for compliant transactions.
- Served as a S.M.E. for new hires sharing best practices contributing towards increased productivity among team members.
- Ensure that members' confidential information is properly protected and only used for official purposes
- 95% - 100% Quality Assurance assessment scores
Education
High School Diploma -
Boone High School
Boone, IAMotorcycle Mechanics - Harley Davidson
Motorcycle Mechanics Institute (U.T.I)
Orlando10-2019
Skills
- Schedule management
- Demand forecasting
- Performance monitoring
- Resource allocation
- Data interpretation
- Data compilation
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Strategic thinking
- Problem-solving
- Teamwork and collaboration
- Maintaining service levels
Certification
- Web Development Training - March 2024 - November 2024
- Cyber Security Training - August 2025 - December 2025
Additional Employment History
GameStop - Call Center - San Antonio, TX
8/2021 - 07/2022
Red Robin - Server - San Antonio, TX
07/2020 - 08/2021
Timeline
Workforce Management Specialist
Charter Spectrum
03.2025 - Current
Collections Agent
Charter Spectrum
07.2023 - 03.2025
Member Service Representative
Jack Henry & Associates
07.2022 - 07.2023
High School Diploma -
Boone High School
Motorcycle Mechanics - Harley Davidson
Motorcycle Mechanics Institute (U.T.I)