Amanda Harvey
Westpoint,UT
Summary
Actively seeking to promote in the Workforce Planning and Analytics team, where I can continue to excel, learn new skills, provide excellent performance and increase knowledge.
Overview
16
16
years of professional experience
Work History
Associate Analyst, WPA CEX Ops
JetBlue Airways
09.2021 - Current
- Monitoring call center volume and abandon rates to make appropriate staffing decisions.
- Work closely with business partners to monitor staffing and adjust call volume.
- Monitor staffing for AHOD or codes during IROP situations
- Make strategic decisions relating to time off and overtime as necessary to help with labor cost while ensuring an optimal customer experience
- Support IROP scenarios to assist other dept's in managing volume.
- Monitor and manage (ASAPP) chat volume
- Adjust and correct crewmembers gating to assist the operation
- Forecast same day and advanced staffing to determine need for VTO or OT.
- Provide critical updates to leadership and directors about the operation
- Identify, research and escalate tech problems and trends to leadership
Reservations Agent
JetBlue Airways
10.2019 - 09.2021
- Provide exceptional customer service to all customers
- Phone and ASAPP trained
- Helped with recent pilot program of ASAPP
- CRS helping with E-mail
- Proficient with the use of excel spreadsheets
- Analyze data to determine the needs of the operation
- Assisted coworkers and leadership with special tasks
- Kept track of data by filling out forms, reports, logs, and records
- Developed team communications and information
- Assisting with training of new and current employees.
Certified Nurse Assistant
Visiting Angels
05.2018 - 02.2020
- Record vital signs such as temperature, blood pressure, pulse, oxygen, and respiration rate as directed by medical personnel
- Took care of all of the residents' daily needs
- Drove residents to their appointments
- Communicated with nursing staff and collaborated with them to help patients with activities of daily living
- Evaluate the needs of the patients
- Effectively communicate with the residents, their families, and their medical providers on a daily basis
- Assisted with daily tasks such as cleaning, feeding, and changing while maintaining the dignity and privacy of the client at all times
- Computer/paper charting of residents.
Certified Nursing Assistant
Pioneer Care Center
12.2011 - 05.2013
- Built relationships with patients, caregivers, and healthcare professionals in order to help patients achieve their personal care plan goals
- Used mobility devices and equipment to transfer patients from chairs to beds, following all safety procedures to avoid injuries
- Checked patient vitals such as temperature, blood pressure, and blood sugar to stay on top of symptoms and keep the RN informed of changes
- Was a constant advocate for the welfare, rights, and needs of patients
- Followed and promoted protocols and procedures to ensure effectiveness, efficiency, and safety
- Used active listening and open-ended questioning to build meaningful relationships with patients.
Certified Dental Assistant
Fairfield Dental Care
10.2007 - 06.2010
- Demonstrate knowledge of dental and medical terminology
- Update patient records on paper and through a computer database
- Knowledge of insurance providers and process payments accordingly
- Supported dentist chair-side with procedures
- Scheduled new and existing customers' appointments
- Sterilized tools, exam chairs, trays, and surfaces for a clean and safe dental office
- Cleaned and sterilized tools and equipment in preparation for patient treatment.
Education
Some college (No degree) -
Prenursing Studies
Certified Nurses Aide Certificate -
Utah Valley University
Orem, UTRegistered Dental Assistant -
Mountainland Technical College
Orem, UTEagle Gate College Murray Campus
Murray, UTSkills
- Answering incoming calls
- Team building
- Critical thinking
- Microsoft Office
- Excel
- Microsoft Word expertise
- Strategic planning
- Personable
- Detail-oriented
- Data input
- Analyzing of data
- Communicate well
- Scheduling of shifts and events
- Problem solver
- Proficient in answering E-mails
Timeline
Associate Analyst, WPA CEX Ops
JetBlue Airways
09.2021 - Current
Reservations Agent
JetBlue Airways
10.2019 - 09.2021
Certified Nurse Assistant
Visiting Angels
05.2018 - 02.2020
Certified Nursing Assistant
Pioneer Care Center
12.2011 - 05.2013
Certified Dental Assistant
Fairfield Dental Care
10.2007 - 06.2010
Some college (No degree) -
Prenursing Studies
Certified Nurses Aide Certificate -
Utah Valley University
Registered Dental Assistant -
Mountainland Technical College
Eagle Gate College Murray Campus