Summary
Overview
Work History
Education
Skills
Timeline
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Casey Jensen

Casey Jensen

Hillsboro,OR

Summary

Knowledgeable workforce management professional with 5 years experience. Skilled at data analysis and reporting, real-time adherence, forecasting, scheduling and maintaining optimal service levels across a number of queues in multiple call centers. Possesses strong attention to detail and the ability to work in a fast-paced environment. Proficient with MS Office (Excel), Google Sheets, Salesforce, Zendesk, Avaya, CXOne, Alvaria and Calabrio.

Overview

25
25
years of professional experience

Work History

WFM Manager

DAT Freight & Analytics
05.2024 - Current
  • Optimized staffing levels by analyzing historical data and forecasting future trends, ensuring appropriate coverage during peak hours.
  • Successfully managed multiple projects simultaneously while meeting strict deadlines without compromising on quality.
  • Enhanced workforce efficiency by implementing strategic scheduling and forecasting techniques.
  • Collaborated with cross-functional teams to improve overall operational performance and customer satisfaction.
  • Identified inefficiencies within the existing WFM system and recommended process improvements that increased productivity levels.
  • Experience working with BPO providers

Workforce Management Coordinator/Real-Time Specialist

Consumer Cellular
03.2020 - 04.2024
  • Analyzed a wide range of data including but not limited to call volume, handle time, absenteeism, shrinkage, etc.
  • Preparing daily reports to present to supervisors and upper management.
  • Optimized schedules and forecasts to maintain optimal coverage and meet service level goals.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Monitored real-time adherence according to company policies.
  • Improved workforce efficiency by optimizing resource allocation, reskilling agents and changing efficiencies as needed.
  • Updating schedules with any added exceptions including but not limited to: overtime, meetings, coachings, breaks, unplanned time off, paid time off, sick time, leave of absence, etc.
  • Addressing tickets submitted through Zendesk.

Sales Associate/Teacher

Big Time Music
02.2016 - 03.2020
  • Maintained store visual appeal and engaged with customers.
  • Established relationships with customers to build rapport, loyalty and encourage repeat business.
  • Processed sales, returns, exchanges and refunds.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Answered customer questions about products, services and helped locate merchandise.
  • Teaching drum lessons.

Produce Buyer

Whole Foods Market
03.2011 - 02.2016
  • Managed inventory, ensuring optimal stock levels while minimizing shrinkage through accurate ordering processes.
  • Building relationships and communicating with vendors.
  • Collaborated with produce manager, creating department floor plans in accordance to weekly ads.
  • Coordinated with other departments when cross-merchandising opportunities arose, maximizing potential sales.
  • Merchandising of seasonal produce programs, effectively showcasing popular items during peak times.
  • Optimized product rotation procedures to minimize spoilage while maintaining ample stock levels for customer convenience.
  • Assisted in training new team members.
  • Built and maintained produce displays, rotating and stocking product.
  • Provided excellent customer service, assisting customers with produce questions and resolving any customer issues promptly and professionally.
  • Kept up with pricing updates according to corporate guidelines, ensuring correct signage was displayed throughout the department.
  • Maintained a clean and inviting produce section, adhering to food safety guidelines and store standards for quality assurance.

Assistant Produce Manager

Haggen Food and Pharmacy
04.2005 - 02.2011
  • Demonstrated strong leadership skills by stepping into management roles when necessary, ensuring smooth operations in absence of the produce manager.
  • Collaborated with produce manager, creating department floor plans in accordance to weekly ads and promotions.
  • Cross-merchandising with other departments, maximizing potential sales.
  • Optimized product rotation procedures to minimize spoilage while maintaining ample stock levels for customer convenience.
  • Merchandising of seasonal produce programs, effectively showcasing popular items during peak times.
  • Assisted in training new team members.
  • Conducted performance reviews and provided staff with feedback and guidance.
  • Built and maintained produce displays, rotating and stocking product.
  • Provided excellent customer service, assisted customers with produce questions and resolving any customer issues promptly and professionally.
  • Streamlined inventory management, ensuring optimal stock levels and minimizing waste through accurate ordering processes.
  • Kept up with pricing updates accurately according to corporate guidelines, ensuring correct signage was displayed throughout the department.
  • Participated in regular department meetings to discuss performance metrics, strategies for improvement, and upcoming promotional activities.
  • Managed inventory, ensuring optimal stock levels while minimizing shrinkage through accurate ordering processes.
  • Building relationships and communicating with vendors.
  • Kept up with pricing updates according to corporate guidelines, ensuring correct signage was displayed throughout the department.
  • Maintained a clean and inviting produce section, adhering to food safety guidelines and store standards for quality assurance.

Sider/Deck Builder

Ken Schilling
08.2004 - 02.2005
  • Completed deck, siding and trim installation.
  • Used variety of hand and power tools to complete tasks.
  • Shaped or cut materials to specified measurements using hand tools, machines and power saws.
  • Read and interpreted blueprints, specifications and schematics to ensure proper placement of materials according to project specifications.
  • Developed strong relationships with coworkers through effective communication practices.
  • Exhibited strong problem-solving skills when faced with unexpected challenges during jobs.
  • Moved and cleared any debris or waste from work sites to dispose of in designated areas.
  • Followed instructions and safety protocols.
  • Loaded and unloaded materials.
  • Demonstrated close attention to detail to verify quality and accuracy of work.
  • Checked measurements and completed accurate cuts to prevent materials waste and maintain cost controls.
  • Collaborated with other workers to coordinate projects and streamline process.

Night Shift Leader

Quiznos
07.2002 - 08.2004
  • Displayed strong leadership over small team and made sure all tasks and responsibilities were completed during shift.
  • Provided excellent customer service, taking/preparing orders, answering customers questions and resolving any issues promptly and professionally.
  • Helped train new employees.
  • Maintained clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
  • Making sure front area was always stocked and presentable to customers with chips, cookies, cups, utensils, etc.
  • Managed cashiering and cash handling procedures, maintaining accurate records and minimizing discrepancies.
  • Closed and locked up restaurant each night.

Closing Manager

Baja Norte
05.2000 - 06.2002
  • First job, hired on as dishwasher. Moved into server/cashier position and ultimately to closing manager role.
  • Displayed strong leadership over small team and made sure all tasks and responsibilities were completed during my shift. Reporting any concerns to restaurant owner.
  • Managed and oversaw all cashiering during my shift, making daily cash deposits at end of day ensuring funds were accounted correctly and accurately.
  • Ensured smooth transition between shifts by effectively communicating with morning/early day staff members.
  • Trained new employees on proper closing procedures, setting them up for success in their roles within restaurant.
  • Provided excellent customer service, taking/preparing orders, answering customers questions and resolving any issues promptly and professionally.
  • Maintained clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
  • Making sure front of house was always clean and presentable to customers.
  • Closed and locked up restaurant each night.

Education

No Degree - Computer Science

Portland St. University
Portland, OR

No Degree - Architecture

Central Oregon Community College
Bend, OR

High School Diploma -

Bend Senior High School
Bend, OR
06.2002

Skills

  • Workforce management
  • Real-time adherence monitoring
  • Schedule optimization and adjustments
  • Multiple call center environment
  • Data analysis and reporting
  • Excel/Google Sheets
  • NICE CXOne, Alvaria, Calabrio, Salesforce, Avaya, Zendesk, ADP Workforce
  • Forecasting
  • Scheduling
  • Verbal and written communication
  • Detail oriented
  • Multitasking and work prioritization

Timeline

WFM Manager

DAT Freight & Analytics
05.2024 - Current

Workforce Management Coordinator/Real-Time Specialist

Consumer Cellular
03.2020 - 04.2024

Sales Associate/Teacher

Big Time Music
02.2016 - 03.2020

Produce Buyer

Whole Foods Market
03.2011 - 02.2016

Assistant Produce Manager

Haggen Food and Pharmacy
04.2005 - 02.2011

Sider/Deck Builder

Ken Schilling
08.2004 - 02.2005

Night Shift Leader

Quiznos
07.2002 - 08.2004

Closing Manager

Baja Norte
05.2000 - 06.2002

No Degree - Computer Science

Portland St. University

No Degree - Architecture

Central Oregon Community College

High School Diploma -

Bend Senior High School

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Casey Jensen