Summary
Overview
Work History
Education
Skills
Timeline
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BETTINA COLLINS

Saratoga Springs

Summary

Dynamic professional with proven expertise in workforce management and customer service at Lending Club Bank. Skilled in data analysis and resource planning, successfully identified coverage gaps to enhance operational efficiency. Demonstrated ability to multitask and implement strategic planning, delivering actionable insights that drive performance improvements across departments.

Overview

17
17
years of professional experience

Work History

INTRA DAY ANALYST

Lending Club Bank
Lehi
11.2019 - Current
  • Monitored 16 phone and chat queues to achieve consistent service level targets.
  • Delivered live performance updates and operational insights to leadership across 12 departments.
  • Identified and resolved coverage gaps by coordinating with team leads and WFM for optimal staffing.
  • Assessed agent availability for offline tasks, reallocating resources to balance service and productivity.
  • Collaborated with business units and WFM teams to ensure alignment on scheduling and process improvements.
  • Managed real-time call and chat traffic using WFM tools to exceed SLAs across multiple channels.
  • Tracked technical issues impacting performance, partnering with IT to determine root causes.
  • Created ad hoc analyses to highlight trends and support strategic operational planning.

WFM ANALYST - WORKFORCE OPTIMIZATION

Oppenheimer Funds
Denver
10.2008 - 05.2019
  • Spearheaded WFO platform upgrades to enhance system functionality and optimize business processes.
  • Developed capacity plans for 550 associates, aligning resources with operational objectives.
  • Managed over 2,000 monthly JIRA requests, ensuring timely resolution of operational issues.
  • Designed and optimized Tableau reports, overseeing 250+ reports across 11 departments.
  • Collaborated with senior leadership on departmental improvements and budget alignment.

Education

Associates Degree - Business Management

Utah Valley University
Orem, UT
12-2025

Skills

  • Customer service and support
  • Workforce management
  • Data collection and analysis
  • Resource planning
  • Multitasking
  • Analytical thinking
  • Task prioritization
  • Microsoft Excel expertise
  • Time management
  • Process improvement
  • Technical troubleshooting
  • Decision-making
  • Team collaboration
  • Statistical analysis
  • Strategic planning

Timeline

INTRA DAY ANALYST

Lending Club Bank
11.2019 - Current

WFM ANALYST - WORKFORCE OPTIMIZATION

Oppenheimer Funds
10.2008 - 05.2019

Associates Degree - Business Management

Utah Valley University

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BETTINA COLLINS