Joi Parker
Baltimore,Maryland
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
21
21
years of professional experience
Work History
Senior Analyst - Vendor Management
Verizon
07.2020 - Current
- Manage Forecast Volume, Average Handle Time & Service Level for Internal & External Vendor Tech Support & Public Sector Phone(Government Accounts) Workgroups
- Provided Headcount Recommendations to Strategic Planning Team for Trainings & Special Events
- Created and processed Shift Bids every May and November, as well as Vacation Bids on an annual basis
- Streamlined the process of managing shift swaps and permanent schedule changes
- Adjusted Paid Time Off Allotments to align with business requirements
- Contributed as a trusted advisor on Verint-related matters, optimizing system functionality
- Created, modified, and updated employee schedules using IEX/Verint systems
- Utilized GOBI & Data Cube systems to gather and analyze daily metrics for Frontline Employees
- Worked alongside the Time & Attendance Team to optimize reporting methods for both Leave of Absence and Paid Time Off.
- Produced a concise and informative weekly Service Level Outlook Deck for Workforce Planning and Analysis Teams.
- Managed scheduling tasks and acted as a point of contact for marketing team during product launches
- Worked closely with colleagues in the Resource Management Department to optimize departmental procedures
- Worked closely with colleagues in the Resource Management Department to optimize departmental procedures
Workforce Planning & Analysis Coordinator – PrePlan
Verizon
04.2019 - 07.2020
- Planned appropriate training and offline activities to optimize representative availability while minimizing negative impacts to our KPI’s, while partnering with the Scheduling Team;
- Added designated training and/or offline exception codes to the representatives’ schedule in IEX and sent notifications of updates;
- Maintained IEX(Agent Data & Agent Data Groups) & VZTrain to ensure accurate scheduling processes and procedures;
- Tracked Training attendance and generated completion reports for all work groups and all centers;
- Completed Data Analysis on missed training opportunities and submitted ADHoc reports;
- Generated & Presented Daily Morning Report
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
Time and Attendance Coordinator-BGCO
Verizon
09.2010 - 04.2019
- Tracked Performance Improvement Plans and Corrective Action Warnings for frontline employees of the Business Government Customer Organization
- Managed Continuous & Intermittent Family Medical Leave/Short Term Disability claims
- Served as Liaison between MetLife/Sedgwick Disability and Hanover BGCO communicating with Case Managers about employee claims on behalf of Verizon;
- Responded to email correspondences from Associate Directors, Managers, Supervisors, & Employees
- Retrieved data to provide to Leaders on Performance Improvement Plans, Corrective Actions and Disability Claims (Daily, Weekly, Monthly)
- Partnered with Human Resources to audit and research employees Payroll, Timesheet and Disability concerns
- Provided administrative support and services monitoring warnings administered to employees and tracked attendance trends providing management updates orally and in writing
BGCO Fulfilment Coordinator
Verizon
05.2010 - 09.2010
- Processed phone and accessory email order request from Business customers
- Ensured all email requests received were updated to the appropriate status in the Work Flow Manager (WFM) system database;
- Maintained a quality score of 92.5% or higher with productivity of five to ten orders per hour;
- Participated in weekly scheduled System Enhancement trainings on New Accessories & Cell Phone promotions
BGCO Fulfilment Analyst
Verizon
09.2006 - 04.2010
- Managed WFM to ensure coordinators met goals efficiently and timely;
- Tracked all team multi-line phone order projects helping coordinators becoming familiar with WFM;
- Monitored team service level queue to meet 24-hour commitments;
- Provided feedback to supervisors regarding employee performance for 20 staff members;
- Defined, planned, implemented and closed out of all account projects ensuring all corporate account projects for phones and accessories were processed by coordinators timely;
- Partnered with Account Liaisons, Online Team, Sales, Marketing, Operations, Finance and Legal departments providing administrative support services internally and resolving discrepancies through research, analysis and decision making
Finance Operations Coordinator
Verizon
12.2005 - 08.2006
- Provided essential feedback on employee performance and opportunities to improve process;
- Assisted in training and on-boarding 20 new hires on team accounts;
- Met critical deadlines with time sensitive accounts ensuring confidentiality of all private information;
- Provided research and support services for project requests received from external consultants;
- Maintained the General Electric account for the National Accounts Department; Analyzed and verified order request using multiple billing and point of sale systems;
- Processed up to 80 orders daily from Sales Team
Transfer of Lease Administrator
Toyota Financial Services
09.2003 - 12.2005
- Processed credit applications
- Validated vehicle titles
- Verified Insurance policies; completed Transfer of Lease files from current owner to new owner
- Worked with Motor Vehicle Department in various states to have vehicles registered
- Drafted new vehicle documents for new lessor
Education
Master of Business Administration - Human Resource Management
Strayer University
Baltimore, MD12.2018
Bachelor of Science - Management Science
Coppin State University
Baltimore, MD05.2003
Skills
- Reporting/Data Analysis
- Microsoft Office Suite
- Google Suites
- IEX/NICE
- PeopleSoft
- Workday
- Verint
- Client Relationship Management
- Analytical Thinking
- Multiple Priorities Management
- Project Management/Strategic Planning
- Corrective Action Planning
- Data and Analytics
- Forecasting and Planning
- Process Development
Timeline
Senior Analyst - Vendor Management
Verizon
07.2020 - Current
Workforce Planning & Analysis Coordinator – PrePlan
Verizon
04.2019 - 07.2020
Time and Attendance Coordinator-BGCO
Verizon
09.2010 - 04.2019
BGCO Fulfilment Coordinator
Verizon
05.2010 - 09.2010
BGCO Fulfilment Analyst
Verizon
09.2006 - 04.2010
Finance Operations Coordinator
Verizon
12.2005 - 08.2006
Transfer of Lease Administrator
Toyota Financial Services
09.2003 - 12.2005
Master of Business Administration - Human Resource Management
Strayer University
Bachelor of Science - Management Science
Coppin State University