Alyssa Andrade

Set and adjusted to schedules to maintain optimal coverage and service levels.

• Managed overtime, shift swaps, breaks and PTO requests for multiple departments with each having over 250 employees
• Worked with management to develop strategic and tactical plans to meet different requirements.
• Forecasting long-term and short-term by analyzing data, trends and seasonality within 10% variance
• Provide strategic recommendations that align with client business goals resulting in increased performance
• Create and deliver staffing analysis to ensure each client is staffed appropriately to meet business goals
• Mentor / Train 10 Level I analysts on Workforce Management principles

• Provided customers with information about availability and pricing.
• Resolved various issues and discrepancies for customers.
• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
• Exceeded performance metrics for average handle time, after call work and one call resolution

• Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
• Helped with planning schedules and delegating assignments to meet coverage and service demands for 20 front line employees
• Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
• Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.