Heidi Wagner
Fredericktown,US
Summary
Experienced workforce management professional prepared for this role. Proven ability to analyze data, forecast staffing needs, and optimize workforce productivity. Strong focus on team collaboration, achieving results, and adapting to changing needs. Skilled in scheduling, reporting, and utilizing workforce management software. Reliable, adaptable, and results-driven. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
16
16
years of professional experience
Work History
Senior Workforce Management Analyst
Aetna Insurance
01.2023 - Current
- Mentored junior analysts on best practices in workforce management analytics techniques.
- Provided real-time support during high-volume periods, ensuring adequate staffing levels and minimizing wait times.
- Designed forecasting models to predict future workforce requirements based on historical data and trend analysis.
- Conducted comprehensive data analysis to identify opportunities for process improvement in workforce management.
- Optimized workforce scheduling by analyzing historical data and identifying trends.
- Coordinated closely with department heads to align workforce needs with business objectives.
- Collaborated with cross-functional teams to develop strategies for optimizing staffing levels.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Conducted performance reviews and provided feedback to managers on employee performance.
Workforce Management Analyst
Aetna Insurance
03.2018 - 01.2023
- Conducted data analysis, identified trends, and created reports for senior management to inform decision-making processes
- Provided guidance on best practices for managing employee performance and developing effective workforce analytics solutions
- Created dashboards to visualize key performance indicators related to workforce productivity levels
- Identified areas where additional staff resources may be required due to seasonal or cyclical workloads
- Maintained a database containing information about each employee's job history, skillset, availability
- Collaborated with department heads to create efficient shift structures that meet the needs of their teams
- Mentored junior analysts on best practices in workforce management analytics techniques.
Customer Service Representative
Aetna Insurance
08.2013 - 03.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained up-to-date knowledge of product and service changes.
- Cross-trained and provided backup support for organizational leadership.
Dental Hygienist
Village Parkway Dental
07.2008 - 08.2013
- Handled customer complaints and inquiries in a courteous and efficient manner
- Developed strong customer relationships and loyalty through effective communication
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Utilized problem-solving techniques to identify solutions for complex customer inquiries
- Assisted with training and mentoring new team members
- Adhered to company policies and procedures while providing superior service
- Communicated effectively with dentists regarding patient diagnosis and treatment options
- Educated patients on oral care needs and treatment options, recommending products for at-home use
- Removed plaque and tartar from teeth, performing periodontal debridement and root planing when required
- Applied fluoride treatments and sealants to prevent decay in patients' teeth
- Performed routine cleaning and teeth polishing procedures during check-ups
- Practiced universal sterilization and infection control procedures, maintaining sterile treatment rooms and equipment
- Supported other office functions during downtime to foster cooperation and positive work environment
Education
Bachelor of Science (B.S.) - Healthcare Administration
Charter Oak State College
New Britain, CT06.2016
Associate in Science (A.S.) - Dental Hygiene
Columbus State Community College
Columbus, OH06.2008
Skills
- Forecasting Techniques
- Scheduling Optimization
- Workforce Planning
- Managing schedules
- Resolving issues
- Microsoft Excel
- Data Collection & Research
- Staffing requirements
- Teamwork and Collaboration
- Multitasking
- Problem-Solving
- Attention to Detail
- Time Management
- Reliability
- Team Collaboration
- Training and mentoring
- Statistical modeling
- Analyzing patterns
- Cross-functional coordination
- Microsoft office
- Project management
- Adaptability
Timeline
Senior Workforce Management Analyst
Aetna Insurance
01.2023 - Current
Workforce Management Analyst
Aetna Insurance
03.2018 - 01.2023
Customer Service Representative
Aetna Insurance
08.2013 - 03.2018
Dental Hygienist
Village Parkway Dental
07.2008 - 08.2013
Bachelor of Science (B.S.) - Healthcare Administration
Charter Oak State College
Associate in Science (A.S.) - Dental Hygiene
Columbus State Community College
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