Jahmel Aromi
Buford,GA
Summary
Dedicated Senior Workforce Analyst known for high productivity and efficient task completion. Skilled in data analysis, workforce planning, and trend forecasting to optimize workforce efficiency. Excel in communication, problem-solving, and leadership, ensuring seamless operations and team synergy.
Overview
8
8
years of professional experience
Work History
Senior Workforce Admin
The Home Depot Inc
Atlanta, GA
10.2022 - Current
- Real Time Monitoring/Reporting: Analyzed workforce data to identify trends, patterns, and areas for improvement and provided feedback to stakeholders regarding staffing needs, forecasting, and KPI metrics.
Mitigation Actions: Implemented a plan of action to ensure productivity is being maximized, workload is being completed, and all KPI metrics are being met.
Forecasting/Optimization: Partnered with the Planning team to strategize workforce forecasts and schedules that align with business needs and optimize resource allocation. - Capacity Planning: Evaluated workforce capabilities and aligned them with anticipated workloads to maintain optimal staffing levels and operational efficiency
- Training/Process Implementation: Trained new hires on WFM systems, wrote process documents/SOPs, partnered with pilot groups and IT in preparation for new system launches.
Event Coordinator
X-Books
06.2020 - Current
- Member of Organization dedicated to getting books to the incarcerated population in Georgia
- Coordinating various book collection events and charity events raising funds to provide books to incarcerated people across 7 different facilities in the state of Georgia
Call Quality Auditor/Training Assistant
Anthem HealthCare
Atlanta, Ga
11.2020 - 10.2022
- Generate “Scorecard” graphs of associates metrics monthly (Adherence, AHT, Productivity)
- Using company standards and practices to observe recorded or live calls of Health Advocates for accuracy and quality
- Perform daily/weekly coaching to provide feedback on soft skill, accuracy and value improvement opportunities
- Assisting with training and retraining advocates and new hires on best practices
- Creating Job Aids and documentation for onboarding of new hires
- Examine team performance results daily/weekly/monthly via productivity reports
- Assessed skill gaps for employees and developed training courses to meet identified needs
Premium Health Advisor – Team Lead & SME
United Health Group/Optum Healthcare
Atlanta, Ga
01.2018 - 11.2020
- Responsible for member satisfaction while servicing inbound calls regarding benefits claim, pharmacy inquires
- High level problem solving in regards to (Claim Inquiries, Financial Support options, Behavior Health, and more)
- Use Of IEX Workforce Management program for Time Management request for associates on team
- Examine team performance results daily/weekly/monthly via productivity reports
- Provided production floor support by completing side-by-side coaching as needed, role plays and call feedback to increase NPS Scores
- Support team of 10-15 advisors with training & appointed by management for mentorship of new hires.
Policy Change Rep
Primerica
Duluth, GA
01.2017 - 12.2017
- Screening policies for appropriate signatures, dates, and other information to ensure accuracy for State Compliance requirements and Product compatibility
- Validates agent code information and ensures that appropriate licenses are active and in compliance based on state, company, and department regulatory guidelines and procedures
- Accounting of terminated and or lapsed insurance policies
- With knowledge of Underwriting Terminology.
Skills
- KPI Monitoring
- Demand forecasting
- Operations Management
- Managing schedules
Proficiency in the following tools
- Microsoft Office Suite
- SalesForce
- Avaya CMS (Call Management System)
- NICE (IEX) Workforce Management
- Genesys Workforce
Timeline
Senior Workforce Admin
The Home Depot Inc
10.2022 - Current
Call Quality Auditor/Training Assistant
Anthem HealthCare
11.2020 - 10.2022
Event Coordinator
X-Books
06.2020 - Current
Premium Health Advisor – Team Lead & SME
United Health Group/Optum Healthcare
01.2018 - 11.2020
Policy Change Rep
Primerica
01.2017 - 12.2017