Christy L Leggett
Summary
Enthusiastic, Experienced, Computer Proficient, Creative Analytical Person, Customer Service Driven, Customer Satisfaction, Initiative-taking, Organized, and Dedicated professional
Experienced with leveraging data analysis to inform business decisions and optimize processes. Utilizes critical thinking to identify inefficiencies and recommend practical solutions. Track record of collaborating with cross-functional teams to achieve project goals and enhance operational performance.
Overview
27
27
years of professional experience
Work History
Business Analyst
AmeriHealth
01.2022 - 01.2025
- Managed associate level metrics surrounding productivity, activity tracking and application usage to identify outliers that impacted service levels
- Responsible for identifying and recommending action plans to optimize efficiency
- Produced monthly dashboards which reflected associate performance, including but not limited to defects and trends; provided tailored feedback to leadership and associates on how to manage various types of calls to stay within service levels/call handling requirements
- Conducted audits on associates to determine if additional time may be needed to reach individual action plans
- Managed corrections to associate schedules in systems such as Verint when applicable i.e offline activities, late arrivals/early departures, system outage etc
- Managed time off pools to enable associates to request time off
- Added time off allotment to time off pools for the year and holidays
- Made/updated/deleted time off pools for new and current LOB's/Generated schedules for LOB's
- Worked with senior leaders to update organizational charts/relied on as subject matter expert to educate senior leadership on how reporting worked
- Managed paid time off requests/ Updated same day call outs
WFM Traffic Analyst/WFM SR Analyst
OptumRx
01.2014 - 01.2021
- Monitor Staff adherence to work schedules/improve agents' availability and work with leadership to identify outliers
- Review daily key performance metrics to determine variance/cause and enter adherence exceptions
- Complete ad-hoc analysis/provide recommendations to the line of business related to the leader's KPI requirements
- Maintain schedules/offline events/employee info, in IEX and CMS
- Maintain staffing analysis, shift swaps, vacation requests, any type of shift adjustments, as well as any special needs
- Maintain/assist with shift bids, reports, special projects, and another assigned tasks
Scheduling Analyst/Jr File Review Analyst/Sr File Review Analyst
JP Morgan Chase
01.2010 - 01.2013
- Retrieve and input adherence exceptions
- Maintain schedules/offline events/employee info
- Maintain staffing analysis, shift swaps, vacation requests, any type of shift adjustments, as well as any special needs
- Complete ad-hoc analysis/provide recommendations to the line of business related to the leader's KPI requirements
- Maintain/assist with shift bids, reports, special projects, and another assigned tasks in WFM and CMS
Forecast-Scheduling Analyst/Scheduling Associate/Reporting Associate/Traffic Analysts
PHH Mortgage
01.2003 - 01.2010
- Monitor Staff adherence to work schedules/improve agents' availability and work with leadership to identify outliers
- Review daily key performance metrics to determine variance/cause and enter adherence exceptions
- Complete ad-hoc analysis/provide recommendations to the line of business related to the leader's KPI requirements
- Maintain schedules/offline events/employee info in Blue Pumpkin and CMS
- Maintain staffing analysis, shift swaps, vacation requests, any type of shift adjustments, as well as any special needs
- Maintain/assist with shift bids, reports, special projects, and another assigned tasks
- Maintain/assist with daily/monthly forecasting requirements
T-Mobile
01.1998 - 01.2003
Education
Diploma - Academic Studies/College Prep
Cherry High School
Iron Junction, MN05-1997
Skills
- Effective team leadership
- Client engagement strategies
- Proficient project management
- Staff development
- Effective conflict resolution
- Client engagement strategies
- Coordinating project timelines
- Process optimization
- Efficiency analysis
- Strategic development
- KPI measurement and evaluation
- Data organization and maintenance
- Business analysis for process improvement
- Strategic business planning
- Strategic forecasting
- Operational efficiency oversight
- Operational efficiency analysis
Timeline
Business Analyst
AmeriHealth
01.2022 - 01.2025
WFM Traffic Analyst/WFM SR Analyst
OptumRx
01.2014 - 01.2021
Scheduling Analyst/Jr File Review Analyst/Sr File Review Analyst
JP Morgan Chase
01.2010 - 01.2013
Forecast-Scheduling Analyst/Scheduling Associate/Reporting Associate/Traffic Analysts
PHH Mortgage
01.2003 - 01.2010
T-Mobile
01.1998 - 01.2003
Diploma - Academic Studies/College Prep
Cherry High School
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