Summary
Overview
Work History
Education
Skills
Work Preference
Timeline
BusinessAnalyst
Christina McIntyre

Christina McIntyre

Workforce Analytics Specialist I
West Union,OH

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 9 months of experience in workforce assessment. Focused on maintaining optimal coverage and service levels. Effective at training new employees on regulations, monitoring patterns and handling schedule requests. Writes reports, updates spreadsheets and produces forecasts.

Overview

19
19
years of professional experience

Work History

Workforce Analytics Specialist I

Cox Automotive
Atlanta, GA
05.2023 - Current
  • Enhanced scheduling accuracy by monitoring call volumes and adjusting staffing levels accordingly.
  • Managed time-off requests and provided proactive communication with Business Unit leadership to improve production levels.
  • Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
  • Streamlined the daily functions for better efficiency, implementing new scheduling software for workforce optimization.
  • Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
  • Boosted overall productivity, conducting regular performance analysis to identify opportunities for improvement in workforce management processes.
  • Collaborated with forecasting, scheduling, and operations teams to ensure adequate staffing levels were maintained throughout various shifts.
  • Developed comprehensive reporting tools to assist supervisors in tracking key performance indicators related to call center metrics and agent productivity.
  • Optimized resource utilization, analyzing historical data to forecast future call volumes accurately.
  • Increased customer satisfaction scores by effectively managing the real-time queue, ensuring prompt response times to inbound calls.
  • Mitigated risks associated with high call volume periods, developing contingency plans for unexpected events or spikes in demand.
  • Evaluated existing workforce strategies; implemented process improvements leading to increased efficiency while maintaining quality standards during peak periods.
  • Provided valuable insights on call center operations; helping managers make informed decisions regarding staffing requirements.
  • Addressed employee concerns with schedule changes; ensuring a transparent and fair process for all involved parties.
  • Participated in cross-departmental meetings to align workforce management objectives with overall business goals, fostering a cohesive organizational strategy.
  • Optimized schedules, forecasts and other tools to present to management.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Prepared and maintained reports, dashboards and monthly packages.
  • Provided training on dashboard and package development to team members and management.
  • Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Produced and updated documents, reports and tracking spreadsheets using Excel, Domo, Tableau and PowerPoint.

Customer Care Specialist II

Cox Automotive Dealertrack
Wilmington, OH
11.2019 - Current
  • Process ~100 customer emails and faxes every day with positive attitude and focus on customer satisfaction.
  • Verified accuracy of customer account information and updated when necessary.
  • Responded to customer inquiries email.
  • Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.
  • Directed customers to appropriate departments for additional support.
    Requested escalation for unresolved issues.
  • Assisted in training new employees and participated in cross-training with other departments.
  • Recorded product or service failure complaints and notified appropriate departments.
  • Accurately tracked and recorded customer interactions in CMS labor tracker and TMS.
  • Directing documents to correct location for further processing. (document specialist)
  • Processing emails and faxes for various clients. Notating accounts and taking proper actions according to documents received.

Tutor/ Assistant Teaching

Little Miami Schools
Morrow, OH
03.2005 - 12.2015
  • Classroom settings in grades k-12, working on daily education skills and goals
  • Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
  • Worked with students in classroom environments to provide educational support.
  • Identified learning needs and implemented fun and engaging learning activities to help students advance.
  • Helped students prepare for routine and standardized tests and college entrance exams.
  • Taught and assisted students in such areas as Mathematics and Science, creating tailored lesson plans and study guides on subject matter.
  • Provided one-on-one and small group instruction to over 20 students falling behind in various general education skills.
  • Collaborated with students to complete homework assignments, identify lagging skills and correct weaknesses
  • Used personalized learning plans to guide students to deeper understanding of course material and learning styles
  • Identified learning needs and implemented fun and engaging learning activities to help students advance
  • Improved test scores by focusing on reading comprehension, math and critical thinking skills through one-on-one tutoring sessions
  • Used flashcards and other techniques to test and improve memory through practiced information retrieval

Waitress

Lone Star Steak House
Mason, OH
05.2014 - 09.2014
  • Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
  • Used cash registers and credit card machines to cash out customers.
  • Kept server areas clean and stocked to increase efficiency while working tables.
  • Greeted new customers, discussed specials and took drink orders.

Guest Relations Associate

Kings Island Amusement Park
Mason, OH
05.2013 - 08.2013
  • Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
  • Explained security policies and procedures to guests to promote visitor confidence and safety.
  • Anticipated and attentively handled guest needs or concerns.
  • Front desk customer relations ~150-200 guest daily

Life Insurance Sales Agent

Northwestern Mutual Life Insurance
Blue Ash, OH
05.2012 - 08.2012
  • Sought out new clients and developed client relationships through networking, direct referrals, lead databases and cold calling.
  • Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
  • Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
  • Reviewed policy applications for errors and liaised with underwriters to facilitate quick completion of application process.

Patient Care Assistant

Bethesda North Hospital
Cincinnati, OH
06.2011 - 12.2011
  • Answered call lights for 20-40 rooms per shift and supported patient comfort and safety by adjusting bed rails and equipment.
  • Attended to patient and family's immediate needs and concerns by acknowledging and providing required attention.
  • Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.
  • Recognized and reported abnormalities or changes in patients' health status to case manager.
  • Supported patient mobility needs with correct assistive devices and proper body mechanics to prevent injuries.

Education

Some College (No Degree) - Special Education

Western Governor University
Salt Lake City, UT

Associates Degree - Middle Childhood Math & Science Education, Math & Science

University of Cincinnati Blue Ash College
Cincinnati, OH
05.2012

Skills

  • Document and Records Management
  • Effective Working Relationships
  • Keen Attention to Detail
  • Problem solver
  • Computer awareness, Microsoft Office (Word, Windows, PowerPoint, Excel, Email, internet) , Domo, Tableau, and Genesys
  • Customer Database Management
  • Problem Resolution
  • Exceptional Communicator
  • Special Projects (Outage Project, Outage Liaison, and Chase QA forecasting)
  • Staffing Requirements
  • Business Development and Planning
  • Report Writing
  • Tool Efficiency Development
  • Automation Tools
  • Confidential Records Management
  • Business Drivers
  • Workforce Improvements
  • Workforce Efficiency
  • Workforce Scheduling
  • Setting Schedules
  • Workforce Management Tools
  • Time Management
  • Queue Management
  • Team Reporting
  • Business Reporting
  • Attendance Guidelines
  • Best Practices
  • Data Analysis
  • Business Forecasting
  • Analyzing Patterns
  • KPI Monitoring
  • Phone Activation
  • Document and Records Management
  • Team Management
  • Schedule Coordination
  • Data Collection
  • Maintaining Service Levels
  • Real-Time Monitoring
  • Resolving Issues
  • Compiling Data
  • Remote Conferencing and Communication
  • Professional Relationships
  • Analytical and Critical Thinking
  • Multimedia Presentations
  • Microsoft Excel
  • Presentation Development
  • Conduct Orientations and Training-trained regularly as a Customer Care Specialist Senior Agent, helped train RTA's that joined current team after I did completed Lead Co-hort through DealerTrack)
  • Improvement Recommendations

Work Preference

Work Type

Full Time

Work Location

Remote

Important To Me

Work-life balanceCompany CultureCareer advancementPaid sick leaveHealthcare benefits401k matchPaid time offWork from home optionPersonal development programsStock Options / Equity / Profit SharingFlexible work hours

Timeline

Workforce Analytics Specialist I

Cox Automotive
05.2023 - Current

Customer Care Specialist II

Cox Automotive Dealertrack
11.2019 - Current

Waitress

Lone Star Steak House
05.2014 - 09.2014

Guest Relations Associate

Kings Island Amusement Park
05.2013 - 08.2013

Life Insurance Sales Agent

Northwestern Mutual Life Insurance
05.2012 - 08.2012

Patient Care Assistant

Bethesda North Hospital
06.2011 - 12.2011

Tutor/ Assistant Teaching

Little Miami Schools
03.2005 - 12.2015

Some College (No Degree) - Special Education

Western Governor University

Associates Degree - Middle Childhood Math & Science Education, Math & Science

University of Cincinnati Blue Ash College

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Christina McIntyreWorkforce Analytics Specialist I