Summary
Overview
Work History
Education
Skills
Awards & Recognition
Timeline
Generic

Brittanie Romo

Everett

Summary

Experienced leader with 9+ years driving operational excellence in workforce management, project execution and systems optimization. Known for building accountable, high-performing teams, developing scalable processes and solving cross-functional challenges with data-driven solutions.

Overview

9
9
years of professional experience

Work History

Manager, Workforce Management

Nordstrom
01.2018 - Current
  • Lead and develop a team of 10 WFM analysts, driving alignment across forecasting, planning and scheduling efforts for multiple lines of business.
  • Partner cross-functionally with Operations, Analytics, and external BPO teams to drive process improvements and solve ambiguous business challenges.
  • Developed advanced Excel models to analyze contact center trends and optimize scheduling performance, achieving 92% scheduling efficiency across channels.
  • Developed WFM Knowledgebase, streamlining WFM training, improving process compliance and reducing onboarding time by 30%.
  • Successfully navigated complex operational changes during pandemic-related shifts, rapidly adjusting staffing models to meet evolving business needs.

Resource Planning Analyst

Vertafore
02.2016 - 12.2017
  • Support all planning, forecasting, scheduling, real-time monitoring and system administration needs for multi-channel customer support contact center.
  • Collaborates with cross-functional teams, leading customer satisfaction survey campaigns, response analysis and executive reporting for professional services projects.
  • Key resource in implementation of new product suite for customer support organization (WFM,CRM, and ACD System)
  • Effectively communicate technical information to various audiences (customer, support, leadership and technology teams) during product outages and ISP disruptions.

Education

Bachelor of Arts -

University of Washington
Seattle, WA
01-2014

Skills

  • Cross-Functional Leadership
  • Project Management
  • Problem Solving
  • Process Design
  • Data-Driven Decision Making
  • Effective Communication

Awards & Recognition

  • Inverted Pyramid Award – Nordstrom, 2020
  • Recognition of Excellence – Nordstrom, 2019
  • Key Contributor Award – Vertafore, 2017

Timeline

Manager, Workforce Management

Nordstrom
01.2018 - Current

Resource Planning Analyst

Vertafore
02.2016 - 12.2017

Bachelor of Arts -

University of Washington

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Brittanie Romo