Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Reading, cooking (although I am not that good) and anything with dogs.
Generic

Cassandra Schneider

LAS VEGAS,NV

Summary

Knowledgeable Workforce Analyst successful in 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. Effective at monitoring patterns and handling schedule requests. Writes reports, updates spreadsheets and produces forecasts. Focused on maintaining optimal coverage and service levels.

Overview

10
10
years of professional experience

Work History

Senior Workforce Analyst and Reporting

Caesars Entertainment
04.2023 - Current
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Optimized schedules, forecasts and other tools to present to management.
  • Managed overtime, shift bids, and PTO requests.
  • Produced and updated documents, reports and tracking spreadsheets using Excel and Access.
  • Produced quality reports formatted in compliance with data quality standards.

Workforce Real Time Analyst

Caesars Entertainment
06.2022 - 04.2023
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Performed hourly reporting and analysis to improve overall performance of call center and enable strong understanding of business.
  • Provided training on dashboard and package development to team members and management.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.

Universal Agent

Caesars Entertainment
07.2018 - 06.2022
  • Handled and promptly resolved customer complaints to maintain professional relationships.
  • Established strong customer relationships, building recommendations and loyalty.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Followed up on customers' inquiries to assess satisfaction with provided solutions.
  • Assisted with multiple types of calls such as Customer Service and General Reservations
  • Assisted guests on multiple platforms via the phones and IVY, and AI texting service

Guest Service Agent

Caesars Entertainment
06.2016 - 07.2018
  • Assisted guests with housekeeping, engineering account inquiries and any additional services needed.
  • Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
  • Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
  • Answered guest inquiries and provided information regarding hotel services and amenities.
  • Recommended hotel services or amenities that guest may find useful.
  • Investigated guest challenges and sources of dissatisfaction to offer timely resolution.

Box Office Phone Agent

Caesars Entertainment
03.2014 - 06.2015
  • Assisted customers in choosing seats, guiding and recommending options via seating map.
  • Balanced cash owed against number of tickets bought and took payment in exchange for ticket sales.
  • Managed multiple tasks simultaneously and completed all assigned duties each shift.
  • Skilled at working independently and collaboratively in a team environment.

Education

High School Diploma -

Trinity Christian School
Concord, NH
06.2009

Skills

  • Staffing Requirements
  • Compiling Data
  • Resolving Issues
  • Analyzing Patterns
  • Data Analysis
  • Data Collection & Research
  • Managing Schedules
  • Schedule Coordination
  • Attention to Detail
  • Analyzing Patterns
  • Dependable and Reliable
  • Team Building

Accomplishments

  • Collaborated with supervisors and managers in the development of text templates and automated replies for IVY (AI texting system) to streamline agents responses and be more efficient.
  • Documented and tracked training compliance for the entire Call Center which led to 100 % completion before deadline.
  • Used my experience and knowledge as a Guest Service and Universal Agent to assist behind the scenes as a Real Time Workforce Management Analyst

Timeline

Senior Workforce Analyst and Reporting

Caesars Entertainment
04.2023 - Current

Workforce Real Time Analyst

Caesars Entertainment
06.2022 - 04.2023

Universal Agent

Caesars Entertainment
07.2018 - 06.2022

Guest Service Agent

Caesars Entertainment
06.2016 - 07.2018

Box Office Phone Agent

Caesars Entertainment
03.2014 - 06.2015

High School Diploma -

Trinity Christian School

Reading, cooking (although I am not that good) and anything with dogs.

Reading for me started, as most people my age, with Harry Potter. I have since enjoyed reading historical biographies, psychology and travel books. I love cooking,baking and whatever making homemade rice krispies is called. While I am a decent baker I still have not master the art of cooking but I am getting better. My goal in 10 years is to own a large farm in New England so I can save and rescue as many dogs as I can. 

Similar Profiles

CREATE PROFILE
Cassandra Schneider