Experienced and effective workforce manager/lead bringing forth valuable industry knowledge and passion for management. Results-oriented with a proven track record to improve overall operations within a company or department. Adept in analytical thinking, strategic planning, and the management of staff and procedures.
Hi, I’m
Heather Morton
Baltimore,MD
Summary
Overview
11
years of professional experience
Work History
Jellyfish
Senior Resource Manager
08.2021 - 07.2023
Job overview
- Led the development and implementation of new resource management pillar under operations capability, with a focus on Paid Media projects.
- As part of my responsibilities, I provided workforce insights, suggested data-driven strategies to senior stakeholders, and effectively managed global data visualization.
- Developed daily/monthly responsibilities of resource managers to effectively support capabilities generating upwards of $2mil revenue annually globally
- I worked alongside senior operations leaders to develop dashboards for managing resources. These dashboards offered real-time and historical data on more than 300 practitioner schedules for Paid Media partners.
- Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.
T. Rowe Price
Workforce Analyst
01.2018 - 07.2021
Job overview
- Generated weekly, quarterly, and annual forecasts based on budgets for Central Operation Support Services and RPS Transactions Ops.
- Develop and provide staff/shift solutions based on historical data and considering operational effectiveness
- Set and adjusted schedules to maintain optimal coverage and service levels for over 400 associates across 3 different locations in the US.
- Created a streamlined process to advance real-time desk analyst to the workforce analyst position
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Performed ad hoc reporting and analysis to improve the overall performance of the call center and enable a strong understanding of business.
T. Rowe Price - Owings Mills, MD
Real Time Desk Analyst
01.2015 - 01.2018
Job overview
- Managed over 3000 inbound call traffic daily and/or incoming processing requests across multiple contact center locations for over.
- Optimized schedules, forecasts, and other tools to present to management.
- Performed ad hoc reporting and analysis to improve the overall performance of the call center and enable a strong understanding of business.
T. Rowe Price - Owings Mills, MD
Participant Service Associate
10.2012 - 01.2015
Job overview
- I assisted individuals enrolled in retirement plans, addressing their inquiries and concerns using the CPI method.
- New hire coach for new hire training classes
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Developed error tracker to create better work practices
- Kept detailed records and performed attentively while serving as a FedEx payment processor
Education
Clark Atlanta UniversityAtlanta, GA
Bachelor of Science from Fashion Merchandising
05.2009
University Overview
Skills
- Business Strategies
- Capacity Planning
- Big Data
- Training and Development
- Data Communications
- Team Management
- Workforce Management Software
- Detailed Analysis
- Operational Efficiency
- Workforce Improvements
Availability
See my work availability
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Available
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Quote
Every problem is a gift—without problems we would not grow.
Timeline
Senior Resource Manager
Jellyfish
08.2021 - 07.2023
Workforce Analyst
T. Rowe Price
01.2018 - 07.2021
Real Time Desk Analyst
T. Rowe Price - Owings Mills, MD
01.2015 - 01.2018
Participant Service Associate
T. Rowe Price - Owings Mills, MD
10.2012 - 01.2015
Clark Atlanta University
Bachelor of Science from Fashion Merchandising
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