Cierra Johnson
Jacksonville,FL
Summary
Seasoned Workforce Management Coordinator with 13 years of experience in talent management, scheduling, and operational efficiency. Proficient in Microsoft Word, PowerPoint, and Excel, ensuring optimal staffing levels and process integration. Seeking a Senior Workforce Management Professional role to leverage expertise in workforce analytics and trend forecasting.
Versatile Business Operations Specialist with background in optimizing operational processes and implementing effective business solutions. Skilled in project management, strategic planning, and process improvement, consistently delivering results that drive efficiency and reduce costs. Strong analytical abilities and problem-solving skills contribute to successful project outcomes and positive impacts on overall business performance.
Overview
12
12
years of professional experience
Work History
Workforce Management Coordinator
BroadPath Healthcare Solutions
09.2020 - Current
- Oversee scheduling and real-time operations to ensure optimal staffing levels, analyzing workforce trends and collaborating with management to enhance productivity at BroadPath Healthcare Solutions
- Forecasting
- Metrics Reporting
- People Analytics
- Performance/Skill Assessments
- Workforce planning
- Headcount
- Utilizing daily reporting tools including, PowerBI, Qualtrics
- MaxQDA, Verint, Tableau, Five9, SPSS, Avaya, WFO Aspect, Calabrio, Paylocity, IEX, Genesys, Excel, and Oracle
Workforce Management Analyst
BroadPath Healthcare Solutions
09.2020 - 09.2021
- Analyzed and forecasted contact center trends, managed staff scheduling, and optimized resource allocation to ensure operational efficiency and service level objectives at BroadPath Healthcare Solutions
WFO Senior Site Specialist
U.S. Census Bureau Maximus Federal
Jacksonville, Florida
12.2019 - 09.2020
- Spearheaded operational efficiency at the U.S
- Census Bureau Maximus Federal by overseeing the Work From Office (WFO) infrastructure, ensuring seamless integration of on-site processes, and maintaining high standards of compliance and security as a Senior Site Specialist
Account Service Representative
ADT Security Services Inc.
Jacksonville, Florida
02.2013 - 12.2019
- Managed a portfolio of client accounts at ADT Security Services Inc., ensuring exceptional service delivery by addressing inquiries, resolving issues, and maintaining accurate account records to enhance customer satisfaction and retention
Human Resources Assistant (Internship)
ADT Security Services Inc.
Jacksonville, Florida
- Assisted with the recruitment process by screening candidates, scheduling interviews, and maintaining employee records, providing essential support to the HR team at ADT Security Services Inc
- During the internship tenure
Training and Development Assistant
ADT Security Services Inc.
Jacksonville, Florida
- Assisted in the design and delivery of comprehensive training programs, enhancing employee skills and performance across ADT Security Services Inc., while ensuring alignment with corporate goals and industry standards
Education
Doctor of Philosophy - Industrial/Organizational Psychology
Capella University
Minneapolis12-2025
Master’s in Science - Industrial/Organizational Psychology
Capella University
Minneapolis01.2016
Bachelor of Science - Psychology
Florida Memorial University
Miami Gardens01.2012
Skills
- Workforce Management
- Organizational Development
- Workplace Ethics
- Workplace Diversity and Multicultural Awareness
- Psychometrics
- Change Management
- Program Evaluation
- Organizational Development Consulting
- Workplace Consulting
- Statistical Research and Analysis (SPSS) Software
- Adult Learning and Processes
- Leadership Development
- Psychological Practices With Human Resource Management
- Workplace Testing and Assessment
- Research Methods (Quantitative and Qualitative)
- Employee Motivation and Performance
- Professional Development
- History and Systems in Psychology
- Lifespan Development/Human Development Processes and Milestones
- Group Dynamics
- Training and Development
- Call Center Operations
- Psychological Principle Integration With Workplace Practices
- Communication
- Critical Thinking
- Independence
- Time Management
- Problem-solving
Timeline
Workforce Management Coordinator
BroadPath Healthcare Solutions
09.2020 - Current
Workforce Management Analyst
BroadPath Healthcare Solutions
09.2020 - 09.2021
WFO Senior Site Specialist
U.S. Census Bureau Maximus Federal
12.2019 - 09.2020
Account Service Representative
ADT Security Services Inc.
02.2013 - 12.2019
Human Resources Assistant (Internship)
ADT Security Services Inc.
Training and Development Assistant
ADT Security Services Inc.
Doctor of Philosophy - Industrial/Organizational Psychology
Capella University
Master’s in Science - Industrial/Organizational Psychology
Capella University
Bachelor of Science - Psychology
Florida Memorial University