DESTA DEWAR
TWENTYNINE PALMS,USA
Summary
Experienced Workforce Analyst adept at methodically collecting, evaluating, and structuring data to proactively refine schedules and operational strategies. Possesses exceptional organizational acumen and demonstrates proficient critical thinking, problem-solving, and planning skills. With over 1.5 years of workforce management experience, the focus remains on sustaining optimal service levels and coverage. Proficient in orienting new staff to regulations, identifying trends, and managing schedule inquiries.
Overview
8
8
years of professional experience
Work History
WORKFORCE SCHEDULING AND PLANNING ANALYST
DIGICEL Head Office
10.2022 - 04.2024
- Increased accuracy in forecasting future workload demands by maintaining up-to-date records of employee availability, skill sets, and work preferences.
- Streamlined communication between departments by creating a centralized scheduling system.
- Ensured compliance with labor regulations, internal policies, and contractual obligations through diligent monitoring of employee work hours and time-off requests.
- Provided timely updates to stakeholders regarding schedule changes, potential risks, and mitigation strategies.
- Optimized scheduling processes by analyzing data and identifying areas for improvement.
- Implemented best practices in schedule management to minimize disruptions caused by unplanned absences or emergency situations.
- Skilled in using Genesys Cloud by effectively managing and optimizing the contact center environment to enhance customer experience and operational efficiency
CUSTOMER SERVICE REPRESENTATIVE
DIGICEL Head Office
04.2018 - 10.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Trained new personnel regarding company operations, policies and services.
- Educated customers about billing, payment processing and support policies and procedures.
WORKFORCE REPORTING ANALYST (JOB ROTATION)
DIGICEL Head Office
05.2022 - 09.2022
- Improved existing reporting by researching data sources, compiling data and designing output.
- Produced and updated documents, reports, and tracking spreadsheets using Genesys Cloud and Microsoft Excel.
CUSTOMER CARE SPECIALIST
HINDUJA GLOBAL SOLUTIONS
10.2016 - 06.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Took ownership of customers issues to follow problems through to resolution.
- Provided customers with detailed information on company products, services and materials.
Education
CERTIFICATE -
HEART/NSTA TRUST
KINGSTON, JAMAICAHigh School Diploma -
MEADOWBROOK HIGH SCHOOL
ST. ANDREW, JAMAICA06.2013
Skills
- Microsoft Excel
- Workforce Planning
- Capacity Planning
- Production Scheduling
- Scheduling Tools
- Service Optimization
- Customer Service
- Problem-Solving
References
- TAHEER MOHAMED, +27 64 653 9301
- CARL SHARPE, 876 381 5027
Timeline
WORKFORCE SCHEDULING AND PLANNING ANALYST
DIGICEL Head Office
10.2022 - 04.2024
WORKFORCE REPORTING ANALYST (JOB ROTATION)
DIGICEL Head Office
05.2022 - 09.2022
CUSTOMER SERVICE REPRESENTATIVE
DIGICEL Head Office
04.2018 - 10.2022
CUSTOMER CARE SPECIALIST
HINDUJA GLOBAL SOLUTIONS
10.2016 - 06.2017
CERTIFICATE -
HEART/NSTA TRUST
High School Diploma -
MEADOWBROOK HIGH SCHOOL
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