Summary
Overview
Work History
Education
Skills
Languages
Interests
Timeline
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Amanda Schrock

Amanda Schrock

Lenoir City,TN

Summary

Knowledgeable Real Time Analyst with over 4 years of experience in real-time data analysis and operational efficiency. Demonstrated ability to optimize workforce management and monitor performance metrics to ensure service level adherence. Proven track record in utilizing analytical skills and effective communication to drive team success and maintain seamless operations.

Overview

15
15
years of professional experience

Work History

Real Time Analyst

Cinch Home Services
10.2022 - 06.2025
  • Evaluated service levels and optimal staffing across all lines of business.
  • Monitored employee behaviors to identify any call avoidance patterns
  • Ensure that employees adhere to schedules and request updates on those who were not in adherence.
  • Managed intraday staffing levels to ensure optimal coverage during peak periods and unexpected events.
  • Implemented process improvements that led to increased agent availability during high-demand periods.

Senior Coordinator of People Operations

Avant
08.2021 - 08.2022
  • Facilitated the processing and review of accommodation requests under the Americans with Disabilities Act (ADA).
  • Engaged with employees and medical providers for documentation and aligned accommodations with business requirements.
  • Assessed all requests for disciplinary actions related to attendance, behavior, and compliance issues, ensuring proper policies were being followed
  • Conducted quarterly audits of employee personnel files to verify the completeness of necessary documentation for each individual.
  • Reviewed and refined company policies to maintain consistency across the organization.
  • Completing comprehensive separation tasks and documentation upon an employee's resignation or termination.

Real Time Analyst

Avant
08.2019 - 08.2021
  • Assessed service levels across all lines of business to ensure appropriate staffing levels.
  • Monitored call volume and workforce headcount, adapting resource allocation as necessary for optimal staffing.
  • Maximized agent adherence to schedule by implementing real-time monitoring and adjustments based on call volume fluctuations.
  • Developed schedules and work profiles for all new hire orientation classes.
  • Collaborated with management to develop targeted action plans for addressing performance gaps.

Loan Underwriting Processor

Avant
01.2019 - 08.2019
  • Participated in continuous training initiatives, staying up-to-date on relevant regulations, policies, and best practices within the processing field.
  • Reviewed documentation and evaluated sufficiency of documents in meeting loan application standards.
  • Rendered final decisions on loan application or requested additional information when necessary.
  • Processed loans for issuance to facilitate funding.

Customer Service Representative

Avant
05.2018 - 01.2019
  • Assisted applicants with personal loan applications through inbound calls in a fast-paced call center environment.
  • Requested necessary documentation for loan applications to facilitate processing.
  • Processing payments on existing loans.
  • Conducted outbound calls for collection on delinquent accounts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Customer Service Representative

Sitel
05.2016 - 05.2018
  • Inbound Call Center Representative for a Third-Party Service.
  • Initiated and processed applications for Auto, Motorcycle, and Personal loans.
  • Promoted sales for additional products and resources offered by the company to enhance customer experience.

General Manager

Pizza Hut
06.2015 - 05.2016
  • Oversaw store operations and consistently surpassed profit targets.
  • Managed the recruitment and training process for new staff members.
  • Conducted weekly inventory assessments to ensure adequate stock levels.
  • Coordinated marketing initiatives within the community to enhance brand visibility.

Shift Manager

Pizza Hut
12.2011 - 06.2015
  • Ordered and rotated inventory.
  • Prepared daily bank deposits and maintained financial records for the store.
  • Trained new staff members in operational procedures and customer service standards.

Driver

Pizza Hut
12.2010 - 12.2011
  • Prepared food orders for delivery, ensuring accuracy and quality in every order.
  • Delivered orders to customers in a timely manner.

Education

High School Diploma -

Lenoir City High School
Lenoir City, TN
05.2008

Skills

  • Problem Solving
  • Leadership
  • Schedule Management
  • Motivation
  • Attention to Detail
  • Flexibility
  • Adaptability
  • Customer Service
  • Scheduling management
  • Workforce Management Software Proficiency

Languages

English
Native or Bilingual

Interests

  • Reading
  • Travel
  • Cooking
  • Learning Languages

Timeline

Real Time Analyst

Cinch Home Services
10.2022 - 06.2025

Senior Coordinator of People Operations

Avant
08.2021 - 08.2022

Real Time Analyst

Avant
08.2019 - 08.2021

Loan Underwriting Processor

Avant
01.2019 - 08.2019

Customer Service Representative

Avant
05.2018 - 01.2019

Customer Service Representative

Sitel
05.2016 - 05.2018

General Manager

Pizza Hut
06.2015 - 05.2016

Shift Manager

Pizza Hut
12.2011 - 06.2015

Driver

Pizza Hut
12.2010 - 12.2011

High School Diploma -

Lenoir City High School

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