Jocelyn Davis
Columbia,SC
Summary
Knowledge Workforce Management Analyst with over 16 years of experience in workforce assessment. Successful at 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. Focused on maintaining optimal coverage and service levels. Effective at training new employees on regulations, monitoring patterns and handling schedule requests. Creating reports, updates spreadsheets and produces forecasts.
Overview
19
19
years of professional experience
Work History
Workforce Operations Analyst
Verizon Wireless
Elgin, SC
03.2006 - 03.2022
- Simultaneously manage Workforce Management tools including Schedule Manager, Workflow Manager, and IEX NICE Total View (currently Verint) to forecast accurately, schedule efficiently and plan effectively for individual and team performance.
- Implement workforce management departmental policies and procedures.
- Assist with internal customer service calls regarding paid time off (PTO), schedule adjustments and overtime.
- Monitor and update schedule requests balancing customer and employee needs.
- · Analyze operational performance and communicate recommendations to key stakeholders.
- Monitor call volume trends and ensure staffing efficiencies are met.
- Identify and correct employee profile discrepancies that may lead to reporting and call routing issues.
- Identify and educate preferred shrink codes to use for offline exception requests for tracking and auditing purposes.
- Train new hires on organizational processes and procedure.
- Train leadership on use of Workforce Planning Tools.
- Monitor individual and team performance and ensure (Key Performance Indicators) are met to achieve customer satisfaction, operational efficiency, and teamwork.
- Partner with leadership to develop strategic and tactical plans to meet staffing requirements.
- Provided support to SPC partners for Work Hub and CCMP (Cisco Contact Management Portal) Profile Provisioning.
- Monitored and validated Call Routing was setup appropriately for Internal and SPC Agents.
- Generate schedule proficiency reports on performance.
- Support key stakeholders with making key decisions to address business issues or opportunities.
- Created plans and communicated deadlines to complete projects on time
Senior Customer Service Representative
Verizon Wireless
Columbia, SC
09.2003 - 03.2006
- Empathically handled inquiries concerning billing, product, and service concerns
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Build sustainable relationships of trust through open and interactive communication.
- Serve as liaison between customer service representatives and supervisors to keep them informed of difficult billing and account cases.
- Serve as peer to mentor by providing training and direction on best practices to promote customer loyalty and assist in tracking their progress to ensure performance goals are met.
- Investigated, assessed, and created solutions to escalated billing and account inquiries in timely fashion. Provide Tier 1 troubleshooting on equipment challenges.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Leveraged consistent, successful strategies to meet and exceed performance goals.
- Engaged clients in person and over phone to answer questions and address complaints.
Education
Master of Arts - Leadership And Management
Webster University
St Louis, MO2009
Master of Arts - Human Resources Development
Webster University
St Louis, MO2005
Bachelor of Social Work - undefined
Winthrop University
2003
Skills
- Decision Making
- Work Complaint Handling
- Report Preparation
- Conflict Resolution
- Personnel Management
- Willingness to Learn
- Analytical and Critical Thinking
- Microsoft Office, Word, Excel, Access, Outlook PowerPoint
- G-Suite
- Training Development and Execution
- Adaptable to Changing Conditions
- Strategic Planning
Timeline
Workforce Operations Analyst
Verizon Wireless
03.2006 - 03.2022
Senior Customer Service Representative
Verizon Wireless
09.2003 - 03.2006
Master of Arts - Leadership And Management
Webster University
Master of Arts - Human Resources Development
Webster University
Bachelor of Social Work - undefined
Winthrop University
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