Summary
Overview
Work History
Education
Skills
Timeline
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Fanela Joseph

Orlando,Fl

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Knowledgeable and dedicated customer service professional with extensive experience in health care and information technology. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Methodical workforce analyst 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.

Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans and scripts. Dedicated to analyzing and resolving defects.

Overview

16
16
years of professional experience

Work History

Workforce Management Analyst

United Healthcare, UHG
01.2018 - Current
  • Optimized workforce scheduling by analyzing historical data and identifying trends.
  • Reduced labor costs through effective forecasting and strategic planning.
  • Enhanced productivity with streamlined processes for staff allocation and workload management.
  • Monitors across all contact-centers real-time workload and throughput of work according to agreed KPIs
  • Monitors enterprise by adherence of ICBM and IEX WFM Software
  • Moves workload between groups within contact centers to ensure optimum service level
  • Informs operational management about moving workload as soon as skill group results are under pressure
  • Give instructions and guidelines to (primarily) Team Leaders
  • Adjusting to deviation from agreed KPIs
  • Increased optimal KPIs by adjusting occupation this done by shifting resources in order to balance workload offered to customer service agents
  • Translates deviations to the standard required adjustments in forecast / schedule to actionable instructions to the operation
  • Initiating changes in standard occupancy on the basis of observed deviations from expectations
  • Reports deviations and actions to Operational Management
  • Making daily reports on actions undertaken, results and root cause analysis
  • Advises daily operation of actions to be taken with regard to staff deployment during the operation
  • Discusses throughout the day deployment of staff (breaks, meetings, trainings, etc.) and is able to advise/steer Team Leaders
  • Create reports relating to service levels, workflow management and agent behavior on site level in order to provide working solutions to increase efficiency and Quality of Service
  • Designing and monitoring of the capacity planning of Operation collaboration forecast and planning
  • Point of Contact for any disaster situations relating to IT and Telephony and directing operations appropriately and manage through to solution
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Worked with management to develop strategic and tactical plans to meet different requirements.

Operations Manager

United Healthcare, UHG
02.2014 - 01.2018
  • Improved operational efficiency by streamlining processes and implementing cost-saving measures.
  • Reduced turnaround time for project completion through effective resource allocation and team management.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Developed strong relationships with vendors, resulting in better pricing and improved service quality.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Devised processes to boost long-term business success and increase profit levels.

Customer Care Representative/Team Lead/ Trainer

Connextions
01.2010 - 12.2014
  • Analyze training needs to develop new training programs or modify and improve existing programs
  • Plan, develop, and provide training and staff development programs, using knowledge of effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops
  • Prepare training budget for department or organization
  • Confer with management and conduct surveys to identify training needs based on projected production processes, changes, and other factors.
  • Wrote training manuals for Client and Physician services employees and customers service positions according to strict company guidelines and protocols.
  • Wrote contracts for company employees, working towards satisfactory agreement between executives, employees and personal goals.
  • Developed custom training solutions for clients.
  • Utilized variety of instructional design methodologies to create effective learning experiences.
  • Developed and executed performance management programs to increase employee engagement and productivity.
  • Used LMS, Adobe Captive, Talent LMS, Brainshark to design training for Client services employees and increase company retention and productivity rates 52%.
  • Established and maintained quality control standards.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Master Control Operator

G4S Secure Solutions
01.2008 - 01.2011
  • Preparing reports and maintaining daily logs including head counts, Drills (medical, fire, escape, etc.), Log Book which includes all movements, transports, heat index etc.
  • Provided professional oversight in all-male facility comprised of 4 housing units and Administration monitoring security system comprised of 31 cameras throughout facility to identify any unusual signs of troubles or contraband
  • Maintain Highly secured Key Control, Gate Control and Door Control throughout facility
  • Maintaining phone system by greeting all callers in a welcoming and warm tone and transferring calls to appropriate departments
  • Provided great Customer Service when dealing with both official and unofficial visitors
  • Developed new filing system in Master Control to better locate files and forms used daily
  • Provide safe and secure environment for residents, through active behavior management of residents' living arrangements within a unit setting to assure safety and well-being consistent with assessed risk levels
  • Physically participate in and successfully complete all required in-service training, including, but not limited to, CPR, First Aid, Response to Resistance techniques, PAR etc.
  • Evaluated program schedules and prepared programs to assess transmission readiness and identify any signal issues.
  • Kept signal strong, clear, and reliable with continuous monitoring and optimization of broadcast equipment.

Education

ASSOCIATES DEGREE - BUSINESS MANAGEMENT/COMMUNICATION

Valencia College
Orlando, FL
2010

HIGH SCHOOL DIPLOMA -

Ocoee High School
Ocoee, FL
2006

Skills

  • Workforce Scheduling
  • Working with Vendors
  • Employee Performance Reviews
  • Managing schedules
  • Analyzing patterns
  • Forecasting expertise
  • Workforce Efficiency
  • Special Projects

Timeline

Workforce Management Analyst

United Healthcare, UHG
01.2018 - Current

Operations Manager

United Healthcare, UHG
02.2014 - 01.2018

Customer Care Representative/Team Lead/ Trainer

Connextions
01.2010 - 12.2014

Master Control Operator

G4S Secure Solutions
01.2008 - 01.2011

ASSOCIATES DEGREE - BUSINESS MANAGEMENT/COMMUNICATION

Valencia College

HIGH SCHOOL DIPLOMA -

Ocoee High School

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Fanela Joseph