Summary
Overview
Work History
Education
Skills
Software Program Experience
Timeline
Generic

Diana Powell

Oak Forest,IL

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 25+ 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

25
25
years of professional experience

Work History

Workforce Analyst

Venmo/PayPal Inc
01.2018 - 02.2024
  • Collaborated in the development of the Workforce Management department during the start-up of Venmo.
  • Onboarded Venmo into Aspect WFM platform by building Forecast Groups, Staff Groups, schedule templates, schedule codes, and other critical data.
  • Optimized workforce scheduling by analyzing historical data and creating strategic forecasting models.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Produced and updated documents, reports, and tracking spreadsheet using Google Workspace and Microsoft Office.
  • Enabled better decision-making through the creation of custom dashboards and data visualization tools for management use.
  • Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Mentored junior analysts on best practices in workforce management analytics techniques.

Workforce Optimization Specialist

Norvax/GoHealth
12.2013 - 12.2017
    • Responsible for scheduling and forecasting inbound call volume for multi-site and multi-skill contact center consisting of up to 1200 employees.
    • Developed comprehensive reports for management, providing insights on workforce trends and recommendations for improvement.
    • Identified inefficiencies in current scheduling processes, implementing changes that resulted in improved resource utilization.

Staffing Specialist - Workforce Management

American Support
11.2011 - 09.2013
  • Collaborated on the creation and institution of the Workforce Management department within the company.
  • Created spreadsheets and reports to manage and analyze call data.
  • Onboarded new employees into WFM systems.
  • Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior, as well as attendance.
  • Developed and executed outbound dialing strategy based on leads received from client, daily penetration rates, and staffing

Workforce Administrator

Frontier Communications
04.2009 - 03.2011
  • Made staffing adjustments on a real-time basis (overtime, early release, etc.)
  • Verified and submitted timekeeping information for accurate and efficient payroll processing for 200+ employees.
  • Worked flexible hours across night, weekend, and holiday shifts.

Workforce Management Analyst

First Data Corporation
07.1999 - 06.2008
  • Monitored real-time call volume/activity to ensure contractual goals were met for multiple business partners and call types.
  • Designed forecasting models to predict future workforce requirements based on historical data and trend analysis.
  • Improved employee satisfaction by addressing scheduling concerns and implementing flexible solutions.
  • Optimized workforce scheduling by analyzing historical data and identifying trends.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Coordinated closely with department heads to align workforce needs with business objectives.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.

Education

Bachelor of Science - Information Management Systems

Liberty University
Lynchburg, VA
04.2009

Skills

  • Quantitative skills
  • Resource Allocation
  • Root Cause Analysis
  • Quality Assessment
  • Data Analysis
  • Capacity Planning
  • Data Collection & Research
  • Staffing requirements
  • KPI Monitoring

Software Program Experience

  • Aspect Workforce Management
  • NICE IEX
  • Genesys
  • Five9
  • Google Workspace
  • Microsoft Excel

Timeline

Workforce Analyst

Venmo/PayPal Inc
01.2018 - 02.2024

Workforce Optimization Specialist

Norvax/GoHealth
12.2013 - 12.2017

Staffing Specialist - Workforce Management

American Support
11.2011 - 09.2013

Workforce Administrator

Frontier Communications
04.2009 - 03.2011

Workforce Management Analyst

First Data Corporation
07.1999 - 06.2008

Bachelor of Science - Information Management Systems

Liberty University

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Diana Powell