Cindy Rosalez
Workforce Analyst
Fate,Texas
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 12 years 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
20
20
years of professional experience
Work History
Senior Team Lead Workforce Analyst
Mr. Cooper
04.2015 - Current
- Track, analyze and report center and agent performance with reports from Verint/IEX and ACD
- Generate short term and long term forecasts
- Manage employee information changes
- Manage scheduling process
- Attend weekly and daily staffing review meetings with management and forecast / scheduling analysts detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks
- Manage intraday staffing levels
- Monitor real-time adherence alerts
- Monitor real-time ACD agent work state reports
- Manage call-in line
- Approve discretionary activities to increase occupancy
- Increase staffing levels or modify call routing to increase service levels
- Coordinate with dialer team to ensure campaigns are running and properly staffed
- Ensure all available resources are performing tasks as required on the outbound dialer.
- 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 Software, Software and Software.
- Created training materials for new employees to provide information about attendance guidelines.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
Business Management Specialist
JP Morgan Chase
02.2011 - 04.2015
- Analyzed statistical metrics to target daily business needs by optimizing agent’s schedules
- Coordinated trainings, meetings, vacation, and unpaid time for employees
- Communicated with the lines of business and provide adhoc reports as required as well as strategized with the LOB to ensure service levels are met
- Ensured Dialer agents were blended to receive IB as well as OB calls and monitored campaigns and agent metrics
- Audited agents IB and OB services and profiles and updated as business need.
Real Time Business Analyst /Dialer Team Lead
Citigroup
04.2003 - 02.2011
- Coordinated workflow for 200 + agents in the call center with Concerto Davox Software and Avaya phone systems
- Generated reports with Excel for Operations & Unit Managers
- Administered Quality Monitoring Software
- Coordinated and led daily adherence calls with all levels of management
- Was the point of contact for any system issues between the lob and the helpdesk
- Built dialer campaigns and filtered download call tables per business calendars
- Managed the agent dialer ids for all retail collections as well as customer service Oil cards
- Developed dialer call strategies, jobs and selections set up, testing, monitoring and verification
- Reviewed and analyzed campaign results and adjusted to provide maximum performance.
Education
Business Office Operations -
Institute For Career Development
San Jose, CA08.2001
High School Diploma - undefined
Institute for Career Development
Silver Creek High School
1998
Skills
- Real-Time Monitoring
- Data Analysis
- Working with Vendors
- Employee Relations
- Workforce Management
- Monitoring Tests
- Workforce Training
- Workforce Planning
- Workforce Development
- Troubleshooting Techniques
- Continuous Improvement Process
- Team Management
- Setting Schedules
- Resolving Issues
- Maintaining Service Levels
Languages
Spanish
Native or Bilingual
Timeline
Senior Team Lead Workforce Analyst
Mr. Cooper
04.2015 - Current
Business Management Specialist
JP Morgan Chase
02.2011 - 04.2015
Real Time Business Analyst /Dialer Team Lead
Citigroup
04.2003 - 02.2011
Business Office Operations -
Institute For Career Development
High School Diploma - undefined
Institute for Career Development
Silver Creek High School
Similar Profiles
Sara RobinsonSara Robinson
Mortgage Professional at Mr. CooperMortgage Professional at Mr. Cooper
Drew DemickDrew Demick
Escalation Specialist at Mr. CooperEscalation Specialist at Mr. Cooper
Michelle LeeMichelle Lee
Learning Sales Specialist II at Mr. CooperLearning Sales Specialist II at Mr. Cooper
Lewis YoungLewis Young
Licensed Mortgage Professional at Mr. CooperLicensed Mortgage Professional at Mr. Cooper
MICHAEL BARINEAUMICHAEL BARINEAU
TEACHER/GIRLS COACH at Royse City ISDTEACHER/GIRLS COACH at Royse City ISD