Ebony Joy Alston
Brooklyn,NY
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.
Overview
16
16
years of professional experience
Work History
Workforce Management Analyst
FanDuel Sportsbook/ Betfair
08.2018 - Current
- Work closely with the Management team to assist with Customer service representatives' inquiries
- Windows · Meeting Scheduling · iOS · Data Mining · Saleforces · Zoom · Auditing · Analytical Skills · Customer Relationship Management (CRM) · Workforce Planning · Data Analysis · Time Management · Google Analytics · Photoshop · PowerPoint · Internet · iPad · iPhone · Communication · Google Docs · Phone Etiquette · Microsoft Excel · Microsoft Word · Social Media · Outlook · Data Entry · Mac · Leadership · Dropbox · Management
- Assistant With tracking Employees Time and attendance using TIMETABLE
- Providing administrative support to senior management special projects
- Responsible for communicating to supervisor on corrective action employee time and attendance
- Assist with new hires' onboard appointments to be licensed
- Monitor adherence to ensure employees are on task to receive contacts
- Responsible for tracking employees requesting days off vacation, bereavement leave, sick days, medical leave, etc
- Make necessary adjustments/changes to associates' work schedules as needed
- Assist with email correspondence to associates and leaders regarding inquiries
- Produce on-demand reports as needed
- Maintain spreadsheets, team meetings, and all other priority scheduling needs.
- Set and adjusted schedules to maintain optimal coverage and service levels
- Produced and updated documents, reports, and tracking spreadsheets using [Software][Software], Excel, and IEX
- Set and adjusted schedules to maintain optimal coverage and service levels
- Managed overtime, shift swaps, breaks, and PTO requests
Senior Customer Relations Representative
FanDuel Sportsbook/ Betfair
05.2019 - 09.2019
- Assisted patrons with current Sports promotions
- I assisted with TVG's outbound call promotion for the Kentucky Derby and Preakness special projects.
- Escalate concerns to the proper department
- Assist with troubleshooting systemic issues on Patrons’ behalf to process Bets and
- Wagers accordingly
- Response to Patron Inquiries Zen-desk VIA Email, Chats, and Calls
- Informed Patron of promotion terms and conditions
- Advised patrons on deposit and withdrawal policy on how to obtain winnings
- Pro-actively Assisted patrons with account activity
- Handle volume calls and chats based on promotions and account active
- Provided technical assistance to customers regarding PCs, tablets, I Pad, and mobile wagering applications
- Complete accurate responses to subscriber calls regarding Bet Fair US and FanDuel gaming operations
- Trained newly hired employees on daily tasks and how to use the software required to locate patrons' account
- Responded to customer requests for products, services, and company information
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
Consultant/ Scheduling Anayalst
Computershare/ Ricepoint
08.2017 - 02.2018
- As a customer service representative, my responsibility will be to handle a high volume of calls from claimants. These calls will range from basic inquiries to complex concerns.
- Computer system to track, gather information, and troubleshoot issues raised by the claimant. If the problem is too complicated, you'll escalate it to the designated department for further investigation.
Additionally, you'll help claimants schedule appointments with dealerships to trade in their vehicles and receive benefit checks. You'll also inform claimants of their class action lawsuit options and eligibility criteria for receiving benefits
Field Commucation Support
Equinox
10.2011 - 01.2017
- Communicate with Regional Director, General Manager, Assistant General manager
- IT Helpdesk all 12
- Equinox locations
- Assist VIA email and Skype with member inquiries such as billing, membership questions, retro gift cards, etc
- Audit member's accounts to ensure proper information is in place for membership advisor will be commissioned on sale
- Received monthly promotion from sales guide of current membership promotion
- Coordinate with Billing Team and call Center to ensure Management at t club level assists members with best solutions
- Opened club and prepared day for members and guest
- Liaison to Assistant General Manger and General manger and maintenance staff
- Assistant members with inquiries billing, placing membership on Freeze, and canceling membership
- Liaison to Personal trainer manager relating members' concerns and inquiries based on classes and schedules
- Opened club and prepared day for members and guest
- Liaison to Assistant General Manger and General manger and maintenance staff
- Assistant members with inquiries billing, placing membership on Freeze, and canceling membership
- Liaison to Personal trainer manager relating members' concerns and inquiries based on classes and schedules
- Reply to high volume of calls internal and external
College Intern
Department Of Buildings (DOB)
11.2007 - 10.2011
- Generate and disposition complaints In Buildings Information System (BIS) and Microsoft Access
- Assist inspectors with researching of buildings in all 5 boroughs
- Dispatcher for inspectors in construction
- Process of Environmental Control Board violations (ECB)/ Dismissal of complaints
- Researching property of building history
- Scheduling inspection throughout all 5 boroughs
- Analyzed problems and worked with teams to develop solutions
- Developed and updated tracking spreadsheets for process monitoring and reporting
Assistant to Graphic Designer
Department Of Buildings
06.2010 - 11.2010
- Collaborated with corporate sponsors to publicize and build incentives for program participation
- Assisted with planning and designing for Urban-canvas and NYC CoolRoofs
- Prepared special projects and PowerPoint presentations for Urban-canvas
- Reception duties, telephone inquiries from agency and public members
- Developed creative design for print materials, brochures, banners, and signs
- Created logos, illustrations and typography for various organizations
Interim Executive Assistant
Department Of Buildings
06.2009 - 11.2010
- Coordinated with the Chief of Staff and Policy Advisor to prepare agendas to create PowerPoint presentations for Commissioner and Executive Staff
- Maintained Commissioner's calendar & contact including creating and updating tasks
- Tracked correspondence including routing complaints and inquiries
- Coverage of phone lines' internal and external inquires
- Liaises to Commissioner's Driver's
- Correspondence Tracking including routing complaints and inquiries
- Answered multi-line phone system, routing calls, delivered messages to staff, and greeting visitors
- Received and sorted incoming mail and packages to record, dispatch, or distribute to the correct recipient
- Worked with senior management to initiate new projects and assist in various processes
Gallery Assistant / Designer
Bronx Community College
08.2008 - 06.2010
- Coordinated with the Gallery Director to prepare art exhibits
- Organized gallery events and luncheons; Planned, interpreted, and organized exhibitions
- Designed posters for gallery openings
- During opening hours, I supervised space, ensuring the safety of artwork and cleanliness.
- Delivered highly innovative concepts under stringent deadlines
- Delivered outstanding service to clients to not only maintain but to extend relationships for future business opportunities
- Teamed on development of inspiration boards, sample material collections and color selection for upcoming product design.
Education
Associate of Applied Science - Applied Science, Digital Graphic Design
Bronx Community College
Bronx, NY05.2010
Skills
- Customer Relations (10 years)
- Call Center (9 years)
- Outlook (7 years)
- Office Management (2 years)
- Microsoft Office (7 years)
- Scheduling (1 year)
- Data Entry (5 years)
- Word (10 years)
- Mac OS
- Zendesk
- Google Suite
- Data analysis skills
- Customer relationship management
- Analysis skills
- Leadership
- Workforce Management
- Salesforce
- Adobe Creative Suite
- Training development aptitude
Timeline
Senior Customer Relations Representative
FanDuel Sportsbook/ Betfair
05.2019 - 09.2019
Workforce Management Analyst
FanDuel Sportsbook/ Betfair
08.2018 - Current
Consultant/ Scheduling Anayalst
Computershare/ Ricepoint
08.2017 - 02.2018
Field Commucation Support
Equinox
10.2011 - 01.2017
Assistant to Graphic Designer
Department Of Buildings
06.2010 - 11.2010
Interim Executive Assistant
Department Of Buildings
06.2009 - 11.2010
Gallery Assistant / Designer
Bronx Community College
08.2008 - 06.2010
College Intern
Department Of Buildings (DOB)
11.2007 - 10.2011
Associate of Applied Science - Applied Science, Digital Graphic Design
Bronx Community College
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