Jaclyn Soliman
Akron,United States
Summary
Detail-focused workforce management analyst with 30+ years of success and strong technical proficiency and keen focus on training and development. Self-directed, perform efficiently in a busy environment, handling many tasks simultaneously. Proven ability to optimize workforce efficiency through data driven strategies and resource planning. Collaborative team leader with strong client-facing talents, guiding and mentoring the delivery of excellent customer service. Extraordinary business acumen focused on building key relationships that support operational growth and meeting organizational objectives.
Workforce management professional prepared to leverage background in optimizing workforce efficiency. Proven ability to streamline processes and enhance productivity. Recognized for strong collaboration skills and adaptability to evolving needs with focus on operational success.
Overview
26
26
years of professional experience
Work History
Workforce Management Coordinator
Concora Credit
02.2025 - Current
- Coordinated workforce management for high volume financial services contact center, maintaining accurate staffing and performance records for both offshore and onshore support teams to reach compliance goals.
- Manages scheduling and real time adherence as well as capacity planning.
- Audits detailed records to support service level metrics.
- Developed and designed reporting to maintain records for capacity planning while ensuring data integrity.
- Developed skills for Workforce Management team members from Day 1 of employment by showing process improvement for multiple tools utilized by the team, such as Verint, Outlook, and Five9.
- Provide frequent training and development.
- Partnered and counseled new department leader to assist her with strategy implementation, daily activity monitoring, training and development, and workforce management principles.
Owner-Operator
Hibachi Xpress & Soli Mac & Cheese Akron
Akron
07.2021 - 01.2026
- Owned and Operated a full-service restaurant, overseeing day to day operations, staffing of 15 employees, and annual revenue of $1.1 Million dollars.
- Managed P&L, budgeting and cost controls, reducing food and labor cost by 27% from previous ownership, while increasing customer satisfaction by 42% over the course of 5 years.
- Wrote and implemented standard operating procedures for cash handling, inventory, food safety, and operating procedures.
- Passed all health and safety inspections with no critical violations consistently for 4 out of 5 years of ownership.
- Training of ALL personnel and maintaining excellence through monitoring.
- Analyzed sales reports and KPI’s to adjust staffing, menu items, promotions, and created and adjusted advertising accordingly.
- Negotiated vendor contracts and developed systems to manage inventory.
- Created entire Soli Mac & Cheese restaurant concept from the ground up, including branding, theme, and operational workflows.
- Developed comprehensive menu and pricing strategy by cost analysis and local market expectations.
Workforce Management Analyst
Enterprise Holdings
04.2018 - 01.2025
- Expertise in scheduling, resource allocation, trend analysis, pattern identification, and utilization of workforce management software to analyze data.
- Training and Development for other team members as well as new staff members on key processes.
- Headed committee for T&D alongside operational leadership and created/maintained training matrix still utilized by department.
- Identify important data, generate reporting, and both translate and present statistical data to operational stakeholders as actionable insights.
- Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals and business objectives.
- Perform continual analysis of current performance, noting recent historical trends, and conduct real-time re-forecasting to make necessary adjustments in staffing plans.
- Oversee productivity at assigned departments by assessing, analyzing, and reporting employee productivity at the individual, departmental, and enterprise levels.
- Draw actionable insights from data, maintain constant communication with leadership, and surface opportunities for workforce optimization.
- Provide strategic support and tactical planning in sophisticated forecasting and operational processes.
Lead Coordinator – Road Squad
Travel Centers of America
12.2010 - 06.2014
Radio Dispatcher
Ohio State Highway Patrol
08.2005 - 11.2009
Communications Technician
City of Columbus ~ Division of Police
01.2001 - 08.2005
Case Aide II
Franklin County Children Services
03.2000 - 11.2001
Education
Bachelor of Psychology - Sociology Focus
University of Akron
08-2016
Associate of Arts - Biology and Psychology Focus
Lorain County Community College
05-2010
Skills
- Workforce optimization
- Employee training
- Organizational strategy development
- Operational efficiency management
- Continuous process refinement
- Effective change implementation
- Expense reduction strategies
- Stakeholder engagement
- Client service management
- Vendor coordination expertise
- Asset management
- Assessment of performance metrics
- Data analysis and reporting
- Team management
- Proficient in MS Office
- Verint software proficiency
- Experience with NICE-IEX
- AWS
- E-Mite
- Avaya CMS
- Cisco Any Connect
- Zendesk
- Quickbooks
- Five9 Software
- POS Software
- Theoretical comprehension
- Training program coordination
- Data analysis proficiency
- Demonstrated leadership
- Results-oriented initiative
- Ownership of tasks
- Strategic planning
- Analytical approach to challenges
- Clear interpersonal skills
- Team dynamics management
Accomplishments
- Resolved product issue through consumer testing.
- Collaborated with team of 20 in the initial product testing of Amazon Work Services workforce management software in pilot phase
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 20 staff members.
- Achieved gross revenue increase of $700,000 over a 3 year period by strategic management with accuracy and efficiency for small private restaurant.
Languages
Spanish
Limited Working
darija
Limited Working
Timeline
Workforce Management Coordinator
Concora Credit
02.2025 - Current
Owner-Operator
Hibachi Xpress & Soli Mac & Cheese Akron
07.2021 - 01.2026
Workforce Management Analyst
Enterprise Holdings
04.2018 - 01.2025
Lead Coordinator – Road Squad
Travel Centers of America
12.2010 - 06.2014
Radio Dispatcher
Ohio State Highway Patrol
08.2005 - 11.2009
Communications Technician
City of Columbus ~ Division of Police
01.2001 - 08.2005
Case Aide II
Franklin County Children Services
03.2000 - 11.2001
Associate of Arts - Biology and Psychology Focus
Lorain County Community College
Bachelor of Psychology - Sociology Focus
University of Akron
Personal Information
Title: Workforce Management Coordinator