Heather Allen
Warner Robins,GA
Summary
Goal-driven analyst polished in managing and breaking down large volumes of information. Proactive at identifying issues in processes and performance by uncovering trends affecting business. success. Several years of experience in industry.
Overview
24
24
years of professional experience
1999
1999
years of post-secondary education
Work History
Call Center Supervisor
GEICO, Government Employees Insurance
Macon, Georgia
11.1999 - 05.2023
- Analyzed data trends
- Collaborated with teams to develop strategic reports and presentations for management.
- Assessed performance metrics to pinpoint trends and formulate effective strategies.
- Identified opportunities for process improvements across the organization.
- Facilitated training sessions on analytical tools and methodologies for staff members.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Analyzed key performance indicators to identify effective strategies.
- Wrote and submitted reports on performance trends, prompting managers to develop business plans.
- Conducted performance evaluations and provided constructive feedback to employees.
- Facilitated team meetings to address challenges and share best practices.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Monitored employee productivity to provide constructive feedback and coaching.
- Complied with company policies, objectives and communication goals.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Trained, mentored, coached, evaluated, and terminated staff as necessary.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Participated in recruitment efforts by interviewing prospective candidates for open positions.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Generated comprehensive monthly, quarterly, annual performance reviews for various departments within the organization.
- Developed and maintained performance scorecards to track key performance indicators.
Education
East Laurens High School
East Dublin, GASome College (No Degree) - Business Administration
Wesleyan College
Macon, GASkills
- Data analysis
- Performance metrics
- Strategic reporting
- Process improvement
- Performance evaluation
- Root-cause analysis
- Trend analysis
Timeline
Call Center Supervisor
GEICO, Government Employees Insurance
11.1999 - 05.2023
East Laurens High School
Some College (No Degree) - Business Administration
Wesleyan College