JENNIFER JACKSON
Henrico,Virginia
Summary
A progressive, comprehensive, and results driven business professional. Detail-oriented, with a proven ability to successfully improve business processes and operational costs. Highly skilled with a cross-functional background in workforce management, reporting, and data analysis (schedules, surveys, forecasts). Demonstrated ability to perform business analysis to identifying gaps in existing processes and workforce management applications, and survey tools used for staff scheduling. Effective communication (oral/written), problem solving, organizational, time management, and team-building skills.
Overview
15
15
years of professional experience
Work History
Workforce Scheduling Coordinator
Mediko
07.2022 - Current
- Establish workforce management scheduling and staff load balancing requirements
- Adjust and recommend schedule optimizations to maximize service and quality
- Create reports and dashboards to visualize current and historical data
- Forecast large datasets extracted from proprietary systems and utilized survey results to improve scheduling accuracy
- Research workforce management, surveying and travel management applications, continuously recommending talent management solutions for possible implementation
- Analyze and develop weekly shift recommendations while adhering to staffing requirements, contractual obligations and operational schedules
- Determine required staffing levels to ensure the organization's ability to meet operational commitments
- Utilize integrated database tracking tools to identify staffing shrinkage patterns (vacation, sick, training, etc.) Maintain holiday pattern forecasts to ensure effective shift coverage
- Develop staff availability surveys to effectively manage and plan employee workforces
- Perform audits, and monthly contractual billings related to staffing variances.
Human Services Technician Senior
City of Richmond (Dept. of Social Services)
08.2021 - 07.2022
- Interviewed applicants and recipients for public assistance programs to accurately assess the total household income based upon Federal, State, and local guidelines
- Evaluated applicant eligibility utilizing policy manuals, procedures, and guidelines
- Interpreted and implemented Federal/State benefit programs regulations and guidelines
- Processed benefit enrollment and renewal applications
- Managed caseloads for applicants and recipients of federal/state/locally funded programs
- Compiled data and maintained statistical reports, tracking caseload standings to comply with policies/procedures
- Collected and verified data to calculate benefit payment amounts
- Handled changes in client status by updating demographic information and adjusting benefits
- Referred customers to other resources and/or services within the city
- Educated customers on their benefit rights and responsibilities
- Verified confidential information through correspondence, telephone and in-person interviews
- Prepared case narratives and documentation.
Utilities Tech Services Supervisor
City of Richmond (Customer Service Field Division)
02.2021 - 08.2021
- Scheduled and assigned emergency and non-emergency work assignments to appropriate crews
- Monitored workload, overtime, and performance to ensure proper work order completion
- Coordinated with other City utility departments and/or outside agencies to ensure safety and proper usage of resources
- Disseminated accurate information to customers and other affiliated parties
- Trained new employees, recommending hiring and termination decisions
- Conducted performance evaluations (annually and mid-year)
- Generated routine reports and created presentations
- Developed policies and procedures for dispatch, and call center personnel to ensure proper guidelines were followed.
Call Center Scheduler
ZVRS Purple Communications
08.2019 - 02.2021
- Assisted in the acquisition and retention of customers for on-site community and/or video remote interpreting services
- Assured effective daily operations by negotiating agreements and communicating with clients
- Input interpreter job requests accurately and efficiently
- Coordinated interpreter schedules and provided superior customer service
- Scheduled interpreters to ensure appropriate coverage for center workloads to include Video Relay (VRS), Video Remote (VRI), and on-site community interpreting assignments
- Analyzed survey data to identify qualified, trained interpreter’s availability for upcoming VRS, VRI, and Community engagements.
Process Assistant
Dominion Energy
07.2018 - 08.2019
- Supported specific SharePoint workflow and site developments
- Coordinated business process management activities and transactions
- Adhered to established policy, procedures and detailed instructions
- Developed process documentation and Visio flow diagrams
- Established comprehensive process records, managed document libraries, prepared standard process baseline reports and data visualizations
- Compiled data from various sources and forms
- Reconciled data discrepancies, performing calculations involving complicated arithmetic, and statistics
- Made minor corrections to consolidated WMIS and Cognos reports for cost comparison
- Maintained a record of documents processed
- Informed process owners and stakeholders of missing and/or incorrect process content and erroneous data
- Utilized SharePoint to record, store, and retrieve information
- Compiled regular and special reports using established formats and procedures
- Audited tasks that are highly structured in accordance to established procedures
- Scanned and uploaded franchise agreements and ordinance documents to Serena.
Workforce Manager
Capital One
07.2017 - 04.2018
- Developed workforce management strategies for ~100 internal customer facing Associates
- Ensured a best-in-class customer experience across phone, chat, and email channels
- Managed associate schedules to include optimizing associate off phone activities such as shift changes, PTO, overtime, etc
- Proactively managed queues to ensure optimal service levels
- Managed Real-time monitoring of associates adherence and average handling times
- Supported call center applications and survey feedback to recommend staffing level improvements
- Attentive to subtle changes in queues, which required troubleshooting and/or analysis of drivers posing peaked call volumes
- Assisted in creation and distribution of relevant customer service policies and procedures
- Provided daily, monthly, and on-demand reporting
- Developed custom calendars with overlays in SharePoint to track employee absences, PTO, training and other divisional functions impacting service levels.
Senior Workforce Scheduling Analyst
Anthem
07.2009 - 07.2017
- Continuously monitored and adjusted health care staffing schedules
- Identified deviated queues, maintained schedule progress while monitoring service and production levels
- Proactively, identified unproductive associates and managed areas with unusual staffing patterns
- Regulated operational schedules utilizing real-time, forecasted and survey data
- Demonstrated advanced analytical and coordination skills
- Managed workforce management scheduling software and survey feedback to assist with managing intra-day resourcing and/or scheduling needs
- Determined most effective methods when implementing staffing adjustments
- Assessed staff availability for training, special projects, overtime, and other divisional functions
- Tracked operational performance to quickly identify overtime needs (forced/volunteer) while adhering to budgetary constraints
- Identified recommendations for service and production level improvements
- Performed daily tracking of unscheduled time off, call outs, and staff absences (full or half day)
- Partnered with cross-functional teams to identify resource gaps to ensure staff scheduling needs were met
- Led staff scheduling tool enhancement projects, providing expert judgment to senior level executives
- Co-facilitate team meetings, providing coaching where necessary.
Education
Criminal Justice Coursework -
DeVry University
Diploma -
John Marshall High School
Skills
- Microsoft O365 (Professional Plus)
- SharePoint
- Microsoft Forms
- Visio
- Project
- SAP
- Blue Pumpkin
- Salesforce
- TotalView
- Avaya
- CC Pulse
- SurveyMonkey
- Jotform
- Genesys
- Aspect
- WMIS
- Google Forms
- Verint
- CME
- Serena
Timeline
Workforce Scheduling Coordinator
Mediko
07.2022 - Current
Human Services Technician Senior
City of Richmond (Dept. of Social Services)
08.2021 - 07.2022
Utilities Tech Services Supervisor
City of Richmond (Customer Service Field Division)
02.2021 - 08.2021
Call Center Scheduler
ZVRS Purple Communications
08.2019 - 02.2021
Process Assistant
Dominion Energy
07.2018 - 08.2019
Workforce Manager
Capital One
07.2017 - 04.2018
Senior Workforce Scheduling Analyst
Anthem
07.2009 - 07.2017
Criminal Justice Coursework -
DeVry University
Diploma -
John Marshall High School