ALYSSA MORENO
Amsterdam
Summary
Professional planning analyst with strong background in data analysis, forecasting, and strategic planning. Adept at collaborating with teams to drive results and adapt to changing needs. Skilled in project management, budgeting, and data visualization. Known for reliability, analytical thinking, and effective communication.
Overview
16
16
years of professional experience
Work History
Workforce Capacity Planning Analyst
Netflix
Amsterdam
01.2021 - Current
- I develop, modify, and maintain accurate capacity plans and budget models to ensure call center coverage for nearly 1,000 Customer Service Representatives across 21 languages and 9 offices serving Netflix customers in EMEA. Some responsibilities are:
- Create and maintain Capacity Plans within our Anaplan software
- Meet with WFM partners to determine Shrinkage and Attrition goals to use within Capacity Plans
- Present monthly meetings to internal CEMs to discuss projected Capacity Plans
- Present monthly meetings to business partners to discuss projected Capacity Plans
- Analyze past data to determine the most efficient Hours of Operations
- Analyze data to determine the most efficient and cost-effective centers to house specific languages and skills
- Netflix is a media service provider and production company.
Workforce Scheduling Analyst
Netflix
Amsterdam
10.2017 - 01.2021
- I created schedules for over 1,000 agents across our EMEA customer service network. This included 19 languages and 23 different queues. Working with 5 different Business Partners to ensure the most efficient staffing for each group. Some responsibilities are:
- Create new users within WFM system
- Create schedules for agents, taking into account all working rules in their country and site
- Gather Shrinkage information to report to each site and update trends within WFM system
- Present weekly meetings to business partners to discuss the next week’s staffing projections
- Give recommendations on schedule adjustments on the weekly and/or monthly level
- Send out EH needs for queues in jeopardy of missing Service Level
- Netflix is a media service provider and production company.
Workforce Real-Time Analyst
Netflix
Salt Lake City
03.2015 - 10.2017
- I monitored same-day performance for NoAM, APAC, and EMEA customer service queues. Some responsibilities are:
- Use workforce management software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments.
- Enter real-time exceptions (segments) into WFM software that aligns with agent activity states.
- Utilize call center tools to observe an agent’s actual state compared to the agent’s scheduled state.
- Monitor agent adherence and schedule compliance and advise management of outliers.
- Manage real-time inbound call traffic to help ensure that service levels are met.
- Collaborate with leadership on off-phone activities, decisions, and reporting.
- Gain an understanding of the technical and business solutions: optimized schedules, forecasts, and other tools, and present them to management.
- Prepare and maintain reports and dashboards.
- Support the preparation of ad hoc analyses to enable a strong understanding of the business.
- Netflix is a media service provider and production company.
Workforce Analyst II
Harland Clarke
Salt Lake City
05.2010 - 03.2015
- For Harland Clarke I managed three large call types in two different centers. Some responsibilities are:
- Determine workforce requirements to meet service-level and response-time objectives.
- Determine agent schedules to meet call center objectives.
- Monitor and manage the day-to-day exceptions and real-time entry
- Control master systems files with schedule information and shift preferences.
- Serve as the initial point of contact for all scheduling-related issues.
- Process day-off requests and update systems.
- Harland Clarke provides products and services to nearly 11,000 banks and credit unions. Headquartered in San Antonio, Texas, the company employs more than 4,500 people nationwide and operates manufacturing and contact center facilities in multiple states and communities.
Education
High School Diploma -
Grand Island Senior High
Grand Island, Nebraska1 year of college - undefined
University of Utah
Salt Lake City, UtahSkills
- Critical thinking
- Problem-solving abilities
- Analytical
- Adaptability and flexibility
- Scenario analysis
- Teamwork and collaboration
- Multitasking Abilities
- Reliability
- Organizational skills
Timeline
Workforce Capacity Planning Analyst
Netflix
01.2021 - Current
Workforce Scheduling Analyst
Netflix
10.2017 - 01.2021
Workforce Real-Time Analyst
Netflix
03.2015 - 10.2017
Workforce Analyst II
Harland Clarke
05.2010 - 03.2015
1 year of college - undefined
University of Utah
High School Diploma -
Grand Island Senior High