Doreene Rich
Comerica Bank
New Baltimore,MI
27
years of professional experience
Adaptable Workforce Analyst with a robust background in monitoring performance metrics and making data-driven staffing decisions. Committed to enhancing operational goals through meticulous reporting and effective workforce management strategies.
Work History
Workforce Analyst
14 Years 4 Months- Monitor real-time performance, call volume, service levels, ASA, AHT, occupancy, and schedule adherence to ensure operational goals are being met.
- Make real-time staffing adjustments by reskilling agents, changing priorities, managing off-phone activities, recruiting extra hours, and responding to fluctuations in call volume.
- Analyze workforce data and create/distribute reports related to call metrics, adherence, exceptions, staffing, and performance trends.
- Develop and maintain procedures, process documentation, and job aids for workforce management tool.
- Provide shift assignments for new hires based on business need.
- Facilitate WFM orientation for new hires.
- Add and maintain agent profiles within the WFM system, ensuring accurate setup of employee information, skills, schedules, and system access.
- Schedule off phone activities such as team meetings, 1:1s, and training sessions.
- Provide ad hoc reports and analysis as needed to support operational decision making.
- Track and maintain headcount reporting.
- Manage PTO limits, requests, and bids.
Inbound Call Center Agent
13 Years 1 Month- Delivered high quality customer service by handling a high volume of inbound calls while assisting customers with account inquiries, transactions, and issue resolution.
- Resolved customer inquiries and issues efficiently, enhancing overall satisfaction.
- Provided accurate information on banking products and services to customers.
- Provided support desk assistance to front line phone agents by assisting with process, system, and customer service questions.
Education
High School Diploma
Skills
Workforce Analytics
Forecasting/Capacity Planning Support
System Implementation
Data Analysis/Reporting
Microsoft Excel
Attention to Detail
Critical & Analytical Thinking
Adaptability
Goal-oriented
Communication Skills
Problem Solving
Quick learner
Timeline
Workforce Analyst
Comerica Bank
04.2012 - CurrentRead More
Inbound Call Center Agent
Comerica Bank
03.1999 - 04.2012Read More
L'Anse Creuse High School North
High School Diploma
Read More