Darren Bridges
Workforce Analyst
Virginia Beach,VA
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 2+ 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
5
5
years of professional experience
Work History
Workforce Analyst
YMCA
Virginia Beach, Virginia
08.2021 - Current
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Created training materials for new employees to provide information about attendance guidelines.
- Conducted performance reviews and provided feedback to managers on employee performance.
- Managed overtime, shift swaps, breaks and PTO requests.
- Developed and implemented onboarding and orientation programs for new employees.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
Customer Service Representative
Williams Sonoma
12.2017 - 07.2021
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers
- Check to ensure that appropriate changes were made to resolve customers' problems
- Solicit sales of new or additional services or products
- Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Order tests that could determine the causes of product malfunctions
- Review insurance policy terms to determine whether a particular loss is covered by insurance
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
Education
Master of Science - Cybersecurity Management
Regent University
Bachelor of Science - Psychology
Old Dominion University
Skills
Workforce Efficiencyundefined
Timeline
Workforce Analyst
YMCA
08.2021 - Current
Customer Service Representative
Williams Sonoma
12.2017 - 07.2021
Master of Science - Cybersecurity Management
Regent University
Bachelor of Science - Psychology
Old Dominion University
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