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
SSC
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