Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jasmine R Woods

Phenix City,AL

Summary

Knowledgeable Workforce Analyst successful gathering, reviewing, and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Over 3+ years of experience in workforce assessment. Focused on maintaining optimal coverage and service levels. Effective at training new employees on regulations, monitoring patterns and handling schedule requests. Writes reports, updates spreadsheets, and produces forecasts. Proficient Workforce Analyst adept at collecting, evaluating, and modeling data sets to make forward-thinking improvements to workforce plans. Well-organized and knowledgeable with top skills in complex problem-solving and strategic decision-making. Prepared to offer many years' experience and seeking a dynamic new position. Dedicated to keeping optimal staffing levels to meet service needs. Skilled at delivering new-hire training on attendance issues, as well as monitoring workflow patterns and managing schedule changes. Writing detailed reports, maintaining tracking spreadsheets and generating forecasts.

Overview

11
11
years of professional experience

Work History

Workforce Management Analyst

Elevance Health
05.2023 - Current
  • Performs real-time analysis duties to ensure service levels are met, utilizing NICE.
  • Monitors call volume demand in real time, and flexes the workforce accordingly.
  • Ensures that the best possible call center service levels are achieved to maximize utilization.
  • Monitors call volume and average speed of answer (ASA) in real time, and adjusts schedules to ensure consistent service is maintained for various lines of business.
  • Designs and manages an efficient staff scheduling system for short-term future needs, which includes the development of shift requirements and paid time off (PTO) planning.
  • Determines how to best distribute staff to meet projected call volumes.
  • Analyzes historical patterns to determine the nature, variance, and seasonality of call arrival patterns.
  • Utilizes shift schedule templates to determine shifts.
  • Creates shift schedules in the NICE system.
  • Develops a set of priority rules that will govern how shifts are assigned.
  • Establish a set of scheduling resources and monitoring systems to manage schedule administration, communication, and to track performance.
  • Created reports to analyze labor utilization, overtime, and cost savings opportunities.
  • Developed forecasting models to ensure optimal staffing levels in call center operations.
  • Monitored adherence to service level objectives and provided real-time guidance as needed.
  • Conducted audits of team performance against established goals for accuracy and compliance.
  • Performed trend analysis on historical data to identify areas for improvement or optimization.
  • Provided recommendations for process improvements related to scheduling, attendance, and hiring practices.
  • Assisted with the creation of new policies, procedures, and job descriptions related to workforce management initiatives.
  • Analyzed training needs based on current trends in customer service requirements.

Customer Service Rep II

Elevance Health
09.2022 - Current
  • Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment
  • Accurately documented, researched and resolved customer service issues
  • Answered incoming phone calls to articulate product value to prospective customers and support current policyholders
  • Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts
  • Responded to customer requests for products, services, and company information
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly
  • Addressed and resolved customer product complaints empathetically and professionally
  • Mastery of customer service management systems and databases

Claims Analyst

Aspirion
05.2021 - 09.2022
  • Investigate and coordinate insurance benefits for insurance claims across multiple service lines
  • Obtain claim status via the telephone, internet, and/or fax
  • Review and understand eligibility of benefits
  • Resolve accounts as quickly and accurately as possible, obtaining maximum reimbursement, and perform investigative and follow up activities in a fast-paced environment
  • Conduct research, contact patients, and the local affiliates to include VA, Hospitals, and insurance carriers
  • Handle incoming and outgoing mail, scanning, and indexing documents and handling any other tasks that are assigned
  • Research and verify insurance billing adjustment identification to ensure proper account resolution and act when necessary
  • Identify contractual and administrative adjustments
  • Work independently or as a member of a team to accomplish goals

Emergency Medical Dispatcher

EMS Care Ambulance LLC
04.2019 - 05.2021
  • Operate a multi-line telephone console system, alerting system, and TDD system for the deaf and hearing-impaired
  • Translate information to the appropriate codes
  • Determine and assign the level of priority of the call and enter the data into a computer-aided dispatch system for radio dispatch purposes
  • Perform emergency medical dispatch and crisis intervention services
  • Ask vital questions and provide pre-arrival instructions for emergency medical calls
  • Monitor and operate a radio console and computer equipment
  • Receive and respond to a variety of emergency and non-emergency services and complaints
  • Ask questions to interpret, analyze and anticipate the caller's situation as to resolve problems, provide information, dispatch emergency services, or refer callers to other agencies
  • Dispatch and coordinate the responses of public safety agencies
  • Identify appropriate number and type of equipment or apparatus to dispatch
  • Enters and modifies information into local, state and national computer databases
  • Monitor and respond to a variety of technical systems and alarms

Emergency Medical Dispatcher

CARE Ambulance
05.2016 - 04.2019
  • Operate a multi-line telephone console system, alerting system, and TDD system for the deaf and hearing-impaired
  • Translate information to the appropriate codes
  • Determine and assign the level of priority of the call and enter the data into a computer-aided dispatch system for radio dispatch purposes
  • Perform emergency medical dispatch and crisis intervention services
  • Ask vital questions and provide pre-arrival instructions for emergency medical calls
  • Monitor and operate a radio console and computer equipment
  • Receive and respond to a variety of emergency and non-emergency services and complaints
  • Ask questions to interpret, analyze and anticipate the caller's situation as to resolve problems, provide information, dispatch emergency services, or refer callers to other agencies
  • Dispatch and coordinate the responses of public safety agencies
  • Identify appropriate number and type of equipment or apparatus to dispatch
  • Enters and modifies information into local, state and national computer databases
  • Monitor and respond to a variety of technical systems and alarms

Claims Specialist

Asurion Wireless Insurance
05.2015 - 05.2016
  • Authorizing claim payments
  • Setting reserves on payment
  • Ensuring timely disbursement of funds to clients
  • Conducting investigations on insurance claims

Benefit Investigation Specialist

The Lash Group
11.2013 - 01.2014
  • Work with public and private payers, handle benefit insurance inquiries at assigned facility
  • Interface appropriately with insurance administrators, physician's offices, patients and internal personnel
  • Develop and maintain close interface with all components of the benefits process

Education

Psychology and Criminal Justice -

University of North Carolina At Charlotte
Charlotte, NC
05.2010

Psychology and Criminal Justice -

Mercy College
Dobbs Ferry, NY
05.2006

Skills

  • Staffing requirements
  • Capacity Planning
  • Workforce management
  • Report generation
  • Data analysis
  • Resolving issues
  • Managing schedules
  • Analyzing patterns
  • Microsoft Excel
  • Data Collection and Research
  • Schedule coordination
  • Software
  • NICE
  • Office 365
  • Mac iOS
  • Genesys
  • Avaya
  • Statistical modeling
  • Workforce planning
  • Business intelligence
  • Business forecasting
  • Report writing
  • Capacity planning
  • Maintaining service levels
  • Resource planning
  • Workforce management tools
  • Demand management
  • Determining staffing needs
  • Setting schedules
  • KPI monitoring
  • Compiling data
  • Cross-functional coordination

Timeline

Workforce Management Analyst

Elevance Health
05.2023 - Current

Customer Service Rep II

Elevance Health
09.2022 - Current

Claims Analyst

Aspirion
05.2021 - 09.2022

Emergency Medical Dispatcher

EMS Care Ambulance LLC
04.2019 - 05.2021

Emergency Medical Dispatcher

CARE Ambulance
05.2016 - 04.2019

Claims Specialist

Asurion Wireless Insurance
05.2015 - 05.2016

Benefit Investigation Specialist

The Lash Group
11.2013 - 01.2014

Psychology and Criminal Justice -

University of North Carolina At Charlotte

Psychology and Criminal Justice -

Mercy College
Jasmine R Woods