Overview
Work History
Timeline
Summary
AdministrativeAssistant
Angela Williams

Angela Williams

Lexington,SC

Overview

18
18
years of professional experience

Work History

Operations Manager, Business Insights

Grubhub / Just Eat Takeaway
11.2023 - 02.2025
  • Developed business cases to drive cost reduction and enhance customer experience, collaborating with Care, Product, Engineering, and Restaurant Network teams
  • Created a new corporate metric to reduce merchant churn and retain $9M in revenue, implementing audits and performance tracking, leading to a 5% YoY reduction by implementing process improvements, policy changes, and product enhancements
  • Restructured the company-wide holiday cancellation reduction initiative, adding efficiency and saving $1.6M in a single quarter
  • Partnered with data analytics to create recurring dashboards, reducing FTE requirements by 50%, yielding $70K in annual savings
  • Led policy refinements on enterprise refunds, driving $1M in annual savings
  • Implemented data-driven Care policy revisions for BPO partners, contributing to a combined $1.5M annual cost reduction
  • Spearheaded executive business reviews, summarizing key initiatives and outcomes for C-suite leadership
  • Designed Asana dashboards/forms to streamline cross-functional communication and prioritization
  • Provided mentorship to new Analysts, ensuring efficiency in business case development and strategic thinking

Manager, Workforce Management

Grubhub / Just Eat Takeaway
06.2021 - 10.2023
  • Led a team of three Analysts to optimize scheduling and meet service level goals
  • Evaluated employee performance and facilitated career development, resulting in promotions
  • Strengthened BPO (vendor) relationships to ensure compliance, performance accuracy, and staffing effectiveness
  • Consolidated Five9 and Verint codes from 50 to 20, improving efficiency across teams
  • Unlocked untapped Verint scheduling functionalities to streamline shift and holiday bidding, optimizing PTO utilization
  • Developed Asana-based new hire request processes, reducing email overload and improving workflow accuracy

Analyst, Enterprise Workforce Management

Charter Communications
01.2017 - 05.2021
  • Forecasted call volumes and staffing needs for 6,500 employees across 21 business units
  • Created reports utilizing Excel, Power Query, and Power Pivot to analyze scheduling trends
  • Led post-merger virtualization projects, consolidating billing, routing, and ticketing systems
  • Contributed to budget planning and financial forecasting

Supervisor, Enterprise Sales Workforce Management

Charter Communications
03.2014 - 12.2016
  • Co-managed a team of 14 workforce administrators overseeing real-time adherence, call routing, and reporting
  • Redesigned holiday staffing plans, automating scheduling processes to improve efficiency
  • Increased workforce cross-training from 35% to 75%, enhancing team flexibility and morale

Consultant, Quality Analytics

Verizon Wireless
11.2010 - 05.2013
  • Conducted UAT and system testing for nine contact centers' quality systems
  • Analyzed and presented performance data to executive leadership

Consultant, Operations

Verizon Wireless
01.2007 - 10.2010
  • Developed Excel-based reports to identify trends and recommend process improvements
  • Led enterprise-wide projects, creating training programs and operational guides

Timeline

Operations Manager, Business Insights

Grubhub / Just Eat Takeaway
11.2023 - 02.2025

Manager, Workforce Management

Grubhub / Just Eat Takeaway
06.2021 - 10.2023

Analyst, Enterprise Workforce Management

Charter Communications
01.2017 - 05.2021

Supervisor, Enterprise Sales Workforce Management

Charter Communications
03.2014 - 12.2016

Consultant, Quality Analytics

Verizon Wireless
11.2010 - 05.2013

Consultant, Operations

Verizon Wireless
01.2007 - 10.2010

Summary

Seasoned Business Insights Manager and Workforce Management Analyst with over 20 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.

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Angela Williams