Jennifer Rosa
Greensboro,NC
Summary
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
22
22
years of professional experience
Work History
Workforce Analyst (Remote)
Charter Spectrum
12.2014 - Current
- Managed and fulfilled schedule-related requests, such as PTO, shift swaps, and overtime
- Developed and executed workforce plans in partnership with senior and department leaders.
- Made necessary adjustments to schedules for optimal coverage and service outcomes
- Utilized Microsoft Excel to create, update, and maintain a variety of documents, reports, and spreadsheets.
- Designed and implemented training resources for new hires, ensuring a thorough understanding of attendance policies and procedures.
Accounting Clerk/Title Clerk
Bob King
12.2013 - 12.2014
- Processed both outgoing and incoming payments and invoices
- Reconciled company credit cards, expense accounts and other expenses and financial records
- Entered invoices into account software, updated accounts and identified aging balances ready for collections activities
- Updated accounting ledger and journals with updated transaction information
- Kept records current and accurate with skilled reconciliations and variance resolutions
- Prepared monthly and year-end closing statements, financial documents and invoices
- Resolved billing discrepancies by completing detailed research and analysis and documented client rebate discounts and reserve fund records
- Investigated and solved accuracy issues on titles, odometer readings and power of attorney
- Managed and filed paperwork to transfer vehicle ownership title from dealer to purchaser for new, used and wholesale sales
- Performed title searches, ordered reports and obtained clearance documents
- Collected purchase funds and verified confirmed lienholder payoff before processing title.
Service Manager
Durante Rentals
04.2013 - 09.2013
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems
- Prioritized and delegated daily work tasks to meet anticipated project goals
- Motivated and supported employees to maintain low turnover
- Created employee work schedules to keep shifts properly staffed
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service
- Created written estimates and obtained customer consent to proceed
- Hired and trained service department staff to drive performance
- Managed service department budget and investigated and resolved discrepancies.
Assistant Service Manager
Hyundai Of New Rochelle
02.2012 - 04.2013
- Created employee work schedules to keep shifts properly staffed
- Collaborated with customers to offer solutions to service needs
- Created written estimates and obtained customer consent to proceed
- Monitored employee performance through key metrics analysis
- Adhered to customer service standards to foster satisfaction and retention
- Guided department employees on changes from management
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Coached staff on strategies to enhance performance and improve customer relations
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Assistant Service Manager
Valley Stream Hyundai
09.2002 - 03.2011
- Coached staff on strategies to enhance performance and improve customer relations
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Established and created training programs to enhance employee knowledge of best practices, resulting in improved customer satisfaction
- Oversaw workforce schedules and allocated resources in order to achieve project goals
- Identified business issues, creating customized solutions for individual problems
- Directed schedule of weekly projects and anticipated timelines for milestones and completion dates
- Conferred with business leaders to evaluate business needs and implement operational improvements
- Forecasted trends in expected business levels and adjusted labor and inventory to match expectations
- Reviewed monthly financial results with partners to identify opportunities to improve profitability
- Applied continuous improvement program in daily activities to boost productivity, improve quality and reduce costs.
Skills
- Data Analysis
- Workforce management tools
- Schedule Coordination
- Microsoft Excel
- Resolving issues
- Data Entry
- Complaint resolution
- Paperwork Processing
Timeline
Workforce Analyst (Remote)
Charter Spectrum
12.2014 - Current
Accounting Clerk/Title Clerk
Bob King
12.2013 - 12.2014
Service Manager
Durante Rentals
04.2013 - 09.2013
Assistant Service Manager
Hyundai Of New Rochelle
02.2012 - 04.2013
Assistant Service Manager
Valley Stream Hyundai
09.2002 - 03.2011