Amanda Leibner
Workforce Management
Moscow Mills,MO
Summary
Dedicated Operations professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
Work History
Workforce Coordinator
Medical Transportation Management, Workforce Management
Lake St Louis
Lake Saint Louis, MO
10.2016 - Current
- Meet service levels, manage staffing levels, budgeting, forecasting, attrition, supervisor support.
- Oversee multiple healthcare plans (100+) to ensure calls are answered by their contracted time.
- Answer calls and assist supervisors.
- Manage average handle time (AHT).
- Approve or deny trainings, meetings, PTO and any non-call time(ACD) time.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Managed real-time inbound call traffic across multiple contact center locations.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
- Optimized schedules, forecasts and other tools to present to management.
Private Nanny
Alex and Natasha Boekholt
Lake Saint Louis, MO
11.2007 - 08.2017
- Established lasting, professional connections with families and children by encouraging open communication and delivering positive feedback.
- Taught three children everyday skills and language.
- Bathed, dressed and helped with teeth brushing as part of bedtime preparation.
- Drove children to dance, cheer and sports practices.
- Organized different types of activities to enhance physical and intellectual development.
- Played games, worked on puzzles and read books to young children.
- Traveled with families to care for children, allowing parents to share private time while giving children fun adventures in diverse environments.
- Reinforcing appropriate discipline.
- Preparing lunches and snacks Household management:.
- Maintain smooth and efficient running of home.
- Undertake practical tasks as required.
- Monitored schedules to maintain sleeping, eating and school schedules for children.
Parent Educator
Wentzville School District
Wentzville, MO
11.2014 - 12.2016
- Educated and empowered parents.
- Managed 75 family case loads and home visits.
- Maintain confidential up to date records of visits.
- Case management.
- Educated clients on parents roles with focus on skill development and guiding children through nurturing parenting.
- Demonstrated strong knowledge of child development principles and suggested alternative parenting methods to suit individual family needs.
- Engaged families in beneficial activities targeted at improving bonds and interactions.
- Collaborated with community members to provide helpful resources to suit family needs.
- Utilized knowledge of evidence-based programs to inform parents and assist in goal-setting.
Education
Bachelor of Science - Psychology, Child and Family Development
Missouri State University
Springfield, MO 06.2002 - 12.2004
Skills
Good telephone etiquette
Multitasking abilities
Customer service
Good listening skills
Timeline
Workforce Coordinator
Medical Transportation Management, Workforce Management
Lake St Louis
10.2016 - Current
Parent Educator
Wentzville School District
11.2014 - 12.2016
Private Nanny
Alex and Natasha Boekholt
11.2007 - 08.2017
Bachelor of Science - Psychology, Child and Family Development
Missouri State University
06.2002 - 12.2004