Jeanie Brierley
Syracuse
Summary
Skilled and diligent WFM professional with a strong background in forecasting and scheduling. Proven track record of streamlining processes to enhance efficiency and productivity. Exceptional organizational and communication skills enable effective management of complex schedules and adaptability to changing priorities.
Overview
24
24
years of professional experience
Work History
Senior Forecasting and Scheduling Coordinator
AAA
03.2023 - Current
- Utilize advanced software tools like Excel, Google Apps including Sheets, Slides, Docs, and Calendar as well as WFM specific platforms especially Verint.
- Develop strong working relationships with management and executive team through concise and effective communication.
- Generate reports and track data to monitor operational priorities.
- Consistently exceed forecasting goals.
- Collaborate with coworkers and management to develop contingency plans for unexpected anomalies and changes.
- Improve operational efficiency by automating routine, repetitive tasks.
- Conduct weekly planning meetings to provide insights on upcoming expectations as well as constraints and opportunities.
- Foster positive relationships with management by efficiently addressing changes and requests.
- Contribute to team success by providing backup scheduling support during times of need.
- Resolve issues through active listening and open-ended discussions.
- Conduct ongoing reviews of processes to maintain efficiency.
- Work with the audit team to promote attention to detail and data consistency across multiple applications.
- Consistently take on special projects and meet all required deadlines
Forecasting & Scheduling Coordinator
AAA
03.2018 - 03.2023
- Partnered with Operations Leaders to manage team assignments for 500+ ERS Team Members
- Maintained a working relationship with IT to fully understand call routing, call tracking, Verint access, etc
- Evaluated historical performance and look at details and potential reasons for service misses
- Compiled, tracked, and analyzed multiple points of data to improve short term and long term schedule efficiency, determine trending and staffing requirements, and forecast what schedules are needed in the future
- Created schedules for new hires and current team member shift bids based on business needs and attrition forecast
- Utilized advanced software tools like Excel, Google Apps such as Sheets, Slides, Calendar, Mail, and Docs, as well as scheduling-specific platforms like IEX and Verint to effectively manage comprehensive processes.
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and service.
- Managed daily scheduling conflicts to improve service goals and support full shift-coverage.
- Communicated and coordinated scheduling changes with team members and their direct leaders.
- Optimized workflow by prioritizing tasks based on urgency and aligning staff assignments accordingly.
- Fostered a positive work environment by addressing employee schedule concerns in a timely manner and with empathy.
- Supported company growth by effectively managing an increasing volume of scheduling requests without compromising service quality.
- Developed strong working relationships with management and executive team through effective scheduling and communication skills.
- Generated reports and tracked data to monitor priorities and scheduling.
- Managed ad hoc projects and requests for data and tracking as needed including extra hours, time off, holiday planning, etc
- Trained RTCs to assist with day to day tasks such as adding new hires into systems, troubleshooting requests from team members, and updating data in Verint, LIB and CMS
Real Time Coordinator
AAA
09.2017 - 03.2018
- Monitored real time adherence for team members
- Provided suggestions and guidance to leaders and team members to maintain service levels for our Members.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Created an new process to simplify the tracking of attendance
- Contributed to the development of monitoring policies and procedures, promoting a standardized approach across all units.
- Entered data, generated reports, and produced tracking documents.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
Dispatcher
AAA
04.2016 - 09.2017
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely service for AAA Members.
- Directed dispatching, routing, and tracking of fleet vehicles.
- Managed conflict resolutions with members, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
- Adapted quickly to changing situations, ensuring smooth and uninterrupted dispatch operations during busy times.
- Managed high-stress situations to ensure caller calmness, using effective communication and problem-solving skills.
- Utilized customer feedback to improve customer service.
- Provided customers with information on products and services.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
Call Receiver
AAA
11.2015 - 04.2016
- Delivered exceptional customer experiences with a professional demeanor, empathetic listening, and clear communication skills.
- Streamlined call processing time by quickly and accurately gathering the necessary information from the member for faster service.
- Exceeded performance metrics regularly through diligent work ethic, attention to detail, and commitment to delivering exceptional service.
- Contributed to positive workplace culture, fostering strong relationships with coworkers and management staff.
- Promoted a cohesive team atmosphere by actively participating in group meetings or discussions related to workflow optimization strategies.
- Boosted call center performance, consistently meeting or exceeding goals and targets.
- Managed high-stress situations calmly, maintaining composure under pressure while dealing with challenging callers or complex issues.
Supervisor/Planner
UPS
01.2001 - 10.2013
- Supporting operations by planning, implementing, and troubleshooting projects to improve efficiency and reduce cost
- Forecasting volume and planning production based on historical data and business plan
- Researching, analyzing, and designing complex cost and production reports
- Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
- Optimized scheduling to ensure full coverage during peak hours without over staffing, balancing customer service with safety and efficiency.
- Supervising part time supervisors, office staff, loaders, and drivers
- Dispatching drivers and balancing truck loads.
- Applied strong leadership and problem-solving skills to maintain team efficiency.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Conducted performance evaluations for team members, identifying areas of improvement and guiding professional development plans.
- Provided hands on training for team members, resulting in improved performance, safety, and efficiency.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
- Maintained high safety standards to ensure secure workplace for all employees and visitors.
- Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
- Implemented rewards and recognition programs that significantly increased employee engagement and satisfaction.
- Oversaw compliance with industry regulations and company policies, ensuring safe and legal operational environment.
- Achieved significant improvements in operational efficiency, introducing and enforcing quality control measures.
- Reduced conflict incidents significantly, fostering cohesive team environment through effective conflict resolution strategies.
- Conducted thorough employee evaluations to identify areas for growth and development, leading to more skilled workforce.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
Skills
- Strong leadership
- Management experience
- Dependability
- Self-motivation
- Fast learner
- Curiosity
- Determination
- Research skills
- Verbal communication
- Written communication
- Detail orientation
- Prioritization
- Verint
- Workday
- Advanced computer skills
- Microsoft Office
- Google Suite
Timeline
Senior Forecasting and Scheduling Coordinator
AAA
03.2023 - Current
Forecasting & Scheduling Coordinator
AAA
03.2018 - 03.2023
Real Time Coordinator
AAA
09.2017 - 03.2018
Dispatcher
AAA
04.2016 - 09.2017
Call Receiver
AAA
11.2015 - 04.2016
Supervisor/Planner
UPS
01.2001 - 10.2013