Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Ciera Humphrey

Grass Valley,CA

Summary

Driven data analytics professional seeking opportunities to leverage analytical skills and enhance knowledge in a dynamic environment. Proven success in communication and customer service, with a strong ability to thrive under pressure while maintaining accuracy and efficiency. Committed to understanding project requirements through effective questioning, ensuring precise task completion. Prioritizes adherence to protocols while remaining adaptable to meet evolving needs, fostering a collaborative and productive workplace.

Overview

14
14
years of professional experience

Work History

WFM Real Time Analysis

Mindpath Health
02.2021 - 06.2026
  • Adoption and communication of global intraday and scheduling guidelines to appropriate stakeholders.
  • Monitor volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs.
  • Provide visibility and reporting capabilities of main SLAs and KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion.
  • Creation and optimization of schedule shells, allocating productive time based on interval level staffing needs, following region specific labor laws.
  • Appropriate distribution of programmed shrinkage (activity codes) to help ensure the accuracy of projections related to productive staffing commitment.
  • Develop and maintain a scheduling matrix for each specific site and region; adequately updating information related to labor laws, shift types, and other considerations required to appropriately perform scheduling tasks.
  • Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level.
  • Mindpath Health has psychiatrist, therapists, and offers TMS. Mindpath Health strives to help patients locate providers whose primary goal is compassion as well as upholding HIPPA.

Intake Coordinator

Mindpath Health
11.2020 - 02.2021
  • Answer incoming calls to help new patients become established with Mindpath.
  • Check if Mindpath is in network with insurance as well as confirm if provider that patient is interested in is credentialed with insurance.
  • Schedule patient in appropriate time slots and collect payment information.
  • Communicate with over 40 different front offices through out California. While checking Emails.
  • Comfortable with taking calls for therapy, psychiatry, and TMS all while adhering to HIPPA.
  • Received incoming referrals, communicated with referral sources and worked closely with providers.
  • Processed outgoing referrals and gave higher level of care for patients in needed.

Telephone Operator

Meadowood Napa Valley
04.2016 - 10.2020
  • First point of contact when calling Meadowood. While directing guest calls to the appropriate channels I assist guests with detailed questions.
  • Operate under high stress and loud conditions. Can organize thoughts, check emails, and keep track of other tasks while assisting guests.
  • Trained new employees while upholding protocol.
  • Information hub of the hotel. I assist other departments with putting in requests and solving problems. While sending detailed emails out at the end of my shift informing superiors and additional staff members of tasks that have been completed and tasks that will be started the following day.
  • Diligent in following up with other departments to confirm that assigned activities have been completed.
  • Taking notes of resolutions of previous issues for future notes.
  • Created logs, checklists, and standard operating procedures for department. Ordered office supplies and kept detailed documentation of orders.
  • Meadowood Napa Valley is a Forbs 15 Star Resort. It is family owned and gives high quality service at a fast and elegant pace.

Office Assistant

Napa Valley Community College
01.2014 - 06.2016
  • I first began working for the transfer center and then after a year moved over to the president’s office. I created new file types while keeping documents up today.
  • Organized private documents and created fliers for advertising events on campus.
  • Assisted students with organizing schedules and signing up to see a counselor.
  • Assisted students with signing up for classes and using the campus website.

Sales Associate

Kohl
06.2012 - 01.2015
  • Directed costumers to different areas of the store while cleaning my appointed area.
  • Attentive to all costumer requests and assisted them with maneuvering the online website.
  • Counted large sums of money while assisting with returns and purchases.

Education

Bachelor of Science - Cognitive Science with emphasis in Neuroscience

University of California Davis
12-2020

Associate of Science - Mathematics

Napa Valley College Napa
06-2017

Associate of Science - Psychology, Behavioral Science and Mathematics

Napa Valley College Napa
06-2016

Skills

  • Microsoft Office proficiency
  • Skilled in using WFM Zoom tools
  • Expertise in Calabrio scheduling tools
  • Proficient in forecasting techniques using Calabrio and Zoom
  • Prioritization and scheduling
  • Effective communication
  • Problem-solving skills
  • Adaptable
  • Thoroughness in task execution
  • Optimistic, and
  • Conscientious

Accomplishments

  • Monitored Multiple teams while communicating with Supervisors of teams to keep agents on track.
  • Efficiently adjusted meal periods, trainings, and projects to accommodate for call flow and keeping SLA's high.
  • Achieved SLA'S through effectively helping with SOP creation of WFM expectations.

Languages

English
Native or Bilingual
Spanish
Limited Working

Timeline

WFM Real Time Analysis

Mindpath Health
02.2021 - 06.2026

Intake Coordinator

Mindpath Health
11.2020 - 02.2021

Telephone Operator

Meadowood Napa Valley
04.2016 - 10.2020

Office Assistant

Napa Valley Community College
01.2014 - 06.2016

Sales Associate

Kohl
06.2012 - 01.2015

Bachelor of Science - Cognitive Science with emphasis in Neuroscience

University of California Davis

Associate of Science - Mathematics

Napa Valley College Napa

Associate of Science - Psychology, Behavioral Science and Mathematics

Napa Valley College Napa

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