Anna Gerard
Marshalls
Pittsburgh,PA
14
years of professional experience
Collaborative and technically minded analytical leader with over 10+ years’ experience in a fast paced, results driven environment. Currently working with a team to monitor enrollment, financial, and student advisors' workload and call volume. In previous roles, worked with a team of analysts to monitor national contact center operations with main focuses of maximizing performance, maintaining a high-level customer experience, and reducing overall costs. In the past our team has assisted in reducing contact center staffing by over 20% as a direct result of our ongoing analysis and recommendations.
Work History
Contact Center Analyst
4 Years 7 Months- Oversaw staffing and workload for all student-facing departments.
- Collaborated with managers and directors to develop cost-effective schedules that supported operational efficiency.
- Responsible for the workload and staffing for all student facing departments
- Collaborated with managers and directors to generate cost effective schedules.
- Analyzed center-based and employee-specific trends, partnering with team managers and directors to address identified areas for improvement.
- Analyzed data trends to inform academic program development and enhance student outcomes.
- Collaborated with cross-functional teams to streamline processes and improve operational efficiency across departments.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Increased efficiency by streamlining data analysis processes and implementing automation tools.
- Extensive use of Microsoft programs, Five9 reporting and Jira ticketing.
Workforce Analyst
3 Years- Analyzed and monitored 10+ contact center teams to uphold compliance with all center-specific and customer-facing KPIs.
- Monitored both inbound and outbound call flow, making real-time recommendations and decisions to ensure a high-level customer experience was maintained.
- Identified center based and employee specific trends, working with each teams leaders to help address areas of improvement.
- Monitored inbound and outbound call flow, making real-time recommendations to maintain high-level customer experience.
- Identified center based and employee specific trends, working with each team's leaders to help address areas of improvement.
Contact Center Supervisor
6 Years- Managed shift operations in national alarm monitoring center, adjusting for alarm volume, call metrics, and team member workloads to maintain high customer service standards.
- Monitored corporate server and alarm receiving equipment, ensuring uninterrupted service for national alarm monitoring operation.
- Regularly monitored corporate server and alarm receiving equipment to ensure continuity of service for national alarm monitoring operation.
- Analyzed historical and real-time reporting, coaching team members to enhance performance during shifts.
Part Time Sales Associate
2 Months- Assisted customers in locating merchandise and provided product information to enhance shopping experience.
- Processed transactions accurately and efficiently at point-of-sale system, maintaining cash handling protocols.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Resolved customer inquiries and complaints promptly, fostering positive relationships and enhancing brand loyalty.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
Education
Bachelor of Arts - History
Coursework focused on history education with support classes including math, business, statistics, and communication.
Skills
Microsoft Office
Trend analysis
Analytical thinking
Problem-solving skills
Time management
Multitasking
Communication
Teamwork and collaboration
Customer service
Critical thinking
Self-motivation
Data analysis
Awards
ACHIEVERS AWARD FOR EXCEPTIONAL EXPERIENCES
University of Arizona Global
May 2022, WORKFORCE ANALYST OF THE YEAR
GUARDIAN PROTECTION
August 2020
Timeline
Part Time Sales Associate
Marshalls
06.2026 - CurrentRead More
Contact Center Analyst
University of Arizona Global
01.2022 - CurrentRead More
Workforce Analyst
GUARDIAN PROTECTION
01.2019 - 01.2022Read More
Contact Center Supervisor
GUARDIAN PROTECTION
01.2013 - 01.2019Read More
Geneva College
Bachelor of Arts from History
Read More