Hi, I’m
Brittany McClure
McDonough,GA
Summary
Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Over 3+ years of experience in workforce assessment.
Overview
10
years of professional experience
Work History
Staffing Solutions Organization LLC
Workforce Real Time Analyst
11.2021 - 07.2023
Job overview
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Introduced new workforce management tools and processes, resulting in improved efficiency and reduced errors.
- Collaborated with other departments to ensure smooth operations and resolved issues.
- Analyzed call center metrics to optimize staffing levels and improve agent performance.
- Created and maintained staffing schedules for a 250 seat call center, ensuring adequate coverage to meet service level goals.
- Monitored agents in real time
- Managed overtime, shift swaps, breaks and PTO requests.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Optimized schedules, forecasts and other tools to present to management.
Fairfield Inn And Suites Marriott
Front Desk Agent/Night Auditor
07.2018 - 02.2020
Job overview
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Used internal software to process reservations, check-ins and check-outs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Generated and balanced daily reports and daily revenues.
- Performed transaction audits and verifications, and prepared final statements for the next day's check-outs.
- Preformed reception duties for late night guest.
Document Technologies
Human Resource Generalist
04.2015 - 11.2017
Job overview
- Updated key human resource metrics on turnover and terminations using reporting tools on HRMS database.
- Developed and enforced company policy and procedures relating to human resources activity.
- Provided guidance to managers and employees on talent management, payroll, FMLA, and benefits.
- Provided advice to leadership on implementation of HR policies and procedures, collective bargaining and union agreements and business rollouts.
- Answered phones, organized employee files.
- Completed new hires paperwork.
- Scheduled interviews.
Marriott International, Inc.
Front Desk Clerk
07.2013 - 04.2015
Job overview
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Used internal software to process reservations, check-ins and check-outs.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Education
T.A. Lawson State Community CollegeBirmingham, AL
Associate of Science from Business Management
05.2007
Oak Mountain High SchoolBirmingham AL
High School Diploma
05.2004
Skills
- Workforce planning and scheduling
- Call center operations
- Staffing budget management
- Forecasting call volume
- Analyzing call center metrics
- Proficient in Microsoft Excel, Word and Power Point
- Excellent communication and interpersonal skills
- Strong attention to detail and organizational skills
- Experience with Five9,Verint
- Data Analysis
- Real-Time Monitoring
Timeline
Workforce Real Time Analyst
Staffing Solutions Organization LLC
11.2021 - 07.2023
Front Desk Agent/Night Auditor
Fairfield Inn And Suites Marriott
07.2018 - 02.2020
Human Resource Generalist
Document Technologies
04.2015 - 11.2017
Front Desk Clerk
Marriott International, Inc.
07.2013 - 04.2015
T.A. Lawson State Community College
Associate of Science from Business Management
Oak Mountain High School
High School Diploma
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