Summary
Overview
Work History
Education
Skills
Technical Skills
Timeline
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Christine DiIorio

Tempe,AZ

Summary

Highly-motivated employee with a desire to work with clients in order to maintain and build solid relationships, while providing an exceptional customer experience. Strong work ethic, adaptability, and exceptional interpersonal skills.

Overview

19
19
years of professional experience

Work History

Workforce Management Specialist

Upgrade Inc.
Phoenix, AZ
01.2022 - 01.2023
  • Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.
  • Collaborated with senior and department leaders to develop and implement workforce plans.
  • Designed customized dashboards for monitoring real-time workforce metrics.
  • Provided guidance and support to managers on proper scheduling techniques.

Workforce Real Time Analyst

Banner Health
Mesa, AZ
07.2017 - 10.2021
  • Established workflow and staff assignments enabling optimal levels of efficiency.
  • Conducted call pattern forecasting activities for scheduling, hiring, and headcount requirements.
  • Forecasted and reported trends with skilled use of historical data and leading-edge software.
  • Monitored real-time labor performance metrics and identified areas for improvement.
  • Boosted staff productivity and efficiency by composing informative, step-by-step training manuals and by revamping protocols, policies, and procedures
  • Led meetings with department heads to discuss staff scheduling needs.

Communications Representative - Call Center

Banner Health
Mesa, AZ
10.2012 - 07.2017
  • Processed calls for Arizona Region Banner facilities, clinics and on-call groups.
  • Initiated code procedures to ensure delivery of code notifications and follow up.
  • Completed all paper work and submit to web base reporting program for management review.
  • Directed inbound calls to appropriate destination in a timely and effective manner.
  • Ensured compliance with all company guidelines and procedures when interacting with inbound callers.

Owner

Tea Infusion
Tempe, AZ
03.2007 - 10.2012
  • Successfully built a restaurant/café working with a team of contractors and architects, coordinating deadlines.
  • In charge of all day to day operations including inventory, hiring employees, payroll and training.
  • Managed all food costs and hard good price comparisons.
    Streamlined costs while maintaining exceptional quality to achieve maximum profitability.
  • Handled all marketing and advertising for the company.
    Developed menu food and beverage items, designed and merchandised to appeal to specific markets.

Operations Manager

Avis Budget Group
Phoenix, AZ
01.2004 - 12.2006
  • Managed Service Agents and Drivers to ensure car quality and productivity were above expectations
  • Performed Payroll duties and scheduling for specific workgroups.
  • Scheduled overtime hours and review payroll for accuracy; records lateness; schedule vacations and personal days off.
  • Organized duties to be carried out on the lot to ensure proper ready-line mix for both the Avis and Budget brands.
  • Responsible for the development and coaching up new and current employees.
  • Planned, directed and controlled the preparation of returned vehicles for the next rental, and inspected vehicles to ensure compliance with established Quality Assurance standards.

Education

Bachelor of Science - Supply Chain Management

Arizona State University
Tempe, AZ
05-2003

Skills

  • Workforce Management Tools
  • Maintaining Service Levels
  • Compiling Data
  • Determining Staffing Needs
  • Data Analysis

Technical Skills

Alvaria eWFM software and Genesys V8/V9

Microsoft Excel, Powerpoint, Word

Google G Suite

Timeline

Workforce Management Specialist

Upgrade Inc.
01.2022 - 01.2023

Workforce Real Time Analyst

Banner Health
07.2017 - 10.2021

Communications Representative - Call Center

Banner Health
10.2012 - 07.2017

Owner

Tea Infusion
03.2007 - 10.2012

Operations Manager

Avis Budget Group
01.2004 - 12.2006

Bachelor of Science - Supply Chain Management

Arizona State University

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Christine DiIorio