Erica Jones
Cypress,TX
Summary
Strategic and results-driven leader with experience in workforce optimization, scheduling, and data-driven decision-making. Adept at forecasting capacity needs, improving job booking efficiency, and optimizing technician deployment. Skilled in leveraging KPIs and process automation to enhance operational performance.
Overview
20
20
years of professional experience
2
2
years of post-secondary education
Work History
Global Command Center Manager
Sunnova Energy Corp.
01.2024 - Current
- Oversee workforce capacity planning, ensuring optimal technician scheduling and resource allocation
- Drive dispatch process optimization, reducing backlog and improving scheduling workflows
- Manage daily operations for optimal efficiency, resulting in improved revenue generation and a positive customer experience
- Collaborate closely with other department managers to align goals, share knowledge, and boost overall department performance.
- Streamline scheduling procedures to optimize resource allocation, resulting in better overall management of the department workload.
Supervisor, Dispatch Operations (Promoted Role)
Comcast Cable
01.2018 - 01.2023
- Managed 40 dispatch agents across four regions, optimizing workforce efficiency
- Led workforce forecasting initiatives, ensuring manpower was aligned with operational needs
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Analyzed real-time scheduling performance and adjusted strategies to enhance service delivery
Workforce Coordinator (Promoted Role)
Comcast Cable
01.2005 - 01.2018
- Developed workforce planning strategies, reducing scheduling conflicts and improving efficiency
- Monitored technician availability and workload distribution, ensuring high service levels
- Improved data tracking and performance reporting, leading to better workforce allocation
- Optimized schedules, forecasts and other tools to present to management.
Education
Associate of Applied Science - Information Systems
Lone Star College
Houston, TX 08.2000 - 05.2002
BBA - International Business
University of Houston-Downtown (In Progress)
Houston, TX 01.2025 - Current
Skills
- Capacity Management
- Resource Forecasting
- Workforce Optimization
- Performance Metrics Analysis
- Process Optimization
- Data-Driven Decision-Making
- MS Office
- Workforce Management Systems
- Cross-Functional Leadership
- Logistics and Field Alignment
Timeline
BBA - International Business
University of Houston-Downtown (In Progress)
01.2025 - Current
Global Command Center Manager
Sunnova Energy Corp.
01.2024 - Current
Supervisor, Dispatch Operations (Promoted Role)
Comcast Cable
01.2018 - 01.2023
Workforce Coordinator (Promoted Role)
Comcast Cable
01.2005 - 01.2018
Associate of Applied Science - Information Systems
Lone Star College
08.2000 - 05.2002
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