Jeremiah lane
Oklahoma City
Summary
Analytical professional with a strong background in workforce planning and team collaboration. Skilled in optimizing staffing processes through data analysis, contributing to improved operational efficiency and informed decision-making.
Overview
26
26
years of professional experience
Work History
Workforce Specialist
Hertz Car Rental
03.2017 - 01.2026
- Developed and implemented workforce strategies to optimize staffing efficiency across multiple locations.
- Managed real-time inbound call traffic across multiple contact center locations.
- Increased operational efficiency through continuous review of workforce performance metrics and recommending adjustments as needed.
- Guided leadership teams in decision making related to workforce planning, including resource allocation and budgeting considerations.
- Enhanced workforce efficiency by analyzing data and identifying areas for improvement in staffing and scheduling.
- Analyzed employee performance metrics to identify improvement areas and enhance team productivity.
- Conducted regular audits of workforce practices, ensuring adherence to industry regulations and corporate guidelines.
- Reviewed timesheets for anomalies and worked with supervisors to correct issues.
- Collaborated with department leaders to implement labor management tools, improving scheduling accuracy.
Assistant Manager
Office Depot Inc
02.2007 - 02.2017
- Led team in daily operations, ensuring efficient workflow and exceptional customer service.
- Developed training programs for new staff, enhancing onboarding experience and improving retention rates.
- Implemented inventory management systems, resulting in streamlined processes and reduced stock discrepancies.
- Oversaw scheduling and staffing needs, ensuring optimal coverage during peak business hours.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Developed strong working relationships with staff, fostering a positive work environment.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Oversaw daily operations to maintain store cleanliness and organization.
Call Center Representative
Bank of America
10.1999 - 01.2007
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Processed transactions accurately while adhering to bank policies and procedures.
- Trained new representatives on call handling protocols and customer service standards.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained new personnel regarding company operations, policies and services.
Education
High School Diploma -
Hoover High
Fresno, CASkills
- Performance improvement
- Job analysis
- Workforce planning
- Data collection & research
- Workforce management
- Workforce management tools
- Microsoft office
Timeline
Workforce Specialist
Hertz Car Rental
03.2017 - 01.2026
Assistant Manager
Office Depot Inc
02.2007 - 02.2017
Call Center Representative
Bank of America
10.1999 - 01.2007
High School Diploma -
Hoover High