Janice Valerie Jones
Milwaukee,WI
Summary
Expertise in workforce planning and predictive modeling resulted in a 15% increase in operational efficiency at US Cellular. Proficient in data visualization techniques to support decision-making processes. Demonstrated ability to lead cross-functional teams and maintain SLA compliance in contact center settings.
Overview
17
17
years of professional experience
Work History
Workforce Planning Analyst
US Cellular/T-Mobile
Waukesha, WI
08.2014 - Current
- Analyzed workforce trends, call volume patterns, and operational metrics to formulate data-driven recommendations.
- Developed, maintained, and optimized staffing models and schedules for appropriate departmental coverage.
- Monitored daily operations, including staffing levels and schedule adherence, to assess real-time performance.
- Created and delivered recurring reports, dashboards, and performance summaries for leadership teams.
- Identified trends and opportunities for improvement using statistical analysis and predictive modeling.
- Collaborated with operations leaders, HR, and finance teams to support comprehensive workforce planning.
- Supported capacity planning by evaluating headcount requirements and training impacts on efficiency.
- Maintained accuracy of workforce management system data, including schedules and forecasting inputs.
Instructor & Internship Coordinator
Milwaukee Career College
02.2009 - 04.2014
- Designed and delivered engaging instructional materials, lesson plans, and assessments aligned with curriculum standards and learning objectives.
- Facilitated classroom instruction using a mix of lectures, demonstrations, group work, and hands-on activities to support diverse learning styles.
- Monitored and evaluated student performance through assignments, exams, and ongoing skill assessments; provided targeted coaching and feedback to support academic success.
- Managed all aspects of internship placement, including recruitment of employer partners, matching students with appropriate opportunities, and ensuring compliance with program requirements.
- Built and maintained strong relationships with local businesses and community organizations to expand internship pipelines and career-readiness opportunities.
- Conducted site visits, monitored student progress during internships, and provided ongoing support to both students and employers to ensure successful outcomes.
- Collaborated with academic leadership and faculty to enhance curriculum relevance by aligning instruction with current industry needs and workforce trends.
- Organized career development activities such as résumé workshops, interview preparation sessions, and employer presentations.
- Maintained accurate records of student progress, internship hours, performance evaluations, and compliance documentation.
- Supported program improvement initiatives by analyzing student outcomes and employer feedback to recommend curriculum or process enhancements.
- Ensured adherence to institutional policies, accreditation standards, and regulatory guidelines related to instruction and internship programs.
Education
Bachelor of Arts - Liberal Arts & Sciences
University of Wisconsin–Milwaukee
Associate of Arts - Education
Milwaukee Area Technical College
Skills
- Workforce planning and capacity analysis
- Forecasting and long-range planning
- Predictive modeling and scheduling optimization
- Resource allocation and coverage planning
- Real-time monitoring and intraday management
- Schedule adherence and performance dashboarding
- Reporting and data visualization
- KPI measurement and trend analysis
- Insight development in contact center operations
- Service level management and SLA compliance
- Operational efficiency and process improvement
- Root cause analysis in curriculum design
- Lesson planning and instructional delivery
- Student performance evaluation and individualized coaching
- Internship coordination and employer partnership development
- Career readiness and workshop facilitation
- Educational compliance documentation and program reporting
- Workforce management systems analytics
- Data tools for collaboration and productivity
- Contact center telephony expertise
Technical Skills And Tools
NICE, Verint, Genesys WFM, Genesys Pulse, SAP, Microsoft Excel (Proficient), Excel Power Query, Pivot Tables, Microsoft Teams, SharePoint, Outlook, Cisco, Avaya, related ACD platforms
Timeline
Workforce Planning Analyst
US Cellular/T-Mobile
08.2014 - Current
Instructor & Internship Coordinator
Milwaukee Career College
02.2009 - 04.2014
Bachelor of Arts - Liberal Arts & Sciences
University of Wisconsin–Milwaukee
Associate of Arts - Education
Milwaukee Area Technical College