Jorge Marrero
149 Edward Drive Swedesboro,NJ
Summary
Experienced workforce management professional prepared for this role. Proven ability to analyze data, forecast staffing needs, and optimize workforce productivity. Strong focus on team collaboration, achieving results, and adapting to changing needs. Skilled in scheduling, reporting, and utilizing workforce management software. Reliable, adaptable, and results-driven.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Workforce Management Analyst
BCBS of New Jersey
12.2015 - 11.2023
- Conducted comprehensive data analysis to identify opportunities for process improvement in workforce management.
- Identified inefficiencies in current scheduling processes, implementing changes that resulted in improved resource utilization.
- Established clear communication channels among staff members regarding scheduling updates or conflicts.
- Provided real-time support during high-volume periods, ensuring adequate staffing levels and minimizing wait times.
- Continuously monitored industry trends in order to stay up-to-date on emerging technologies related to workforce optimization.
- Optimized workforce scheduling by analyzing historical data and identifying trends.
- Evaluated the effectiveness of implemented solutions by monitoring key performance metrics over time, making adjustments as needed.
- Coordinated closely with department heads to align workforce needs with business objectives.
- Designed forecasting models to predict future workforce requirements based on historical data and trend analysis.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
Forecaster
Assurant Solution
01.2004 - 12.2015
- Provided 30/60/90 day forecast for internal and vendor sites.
- Provided the internal and vendor sites a staffing forecast for the purpose of each site producing a schedule run.
- Create a two week staffing model for Senior Leadership ad Operations to discuss planning strategies.
- Chaired weekly conference calls with each individual vendor to discuss staffing strategies.
- Updated historical information (NCO, AHT, Daily AHT sets,Scheduling scenarios, shrinkage, etc) in the Aspect software.
- Administrator to the Aspect and RTA software.
- Create intraday performance (IDP) for internal and vendor partners.
- Collaborated with various departments within the company to understand the drivers of volumes, talk time, shrinkage and staffing.
- Delivered a shrinkage report by site by department.
- Led training sessions with vendor partners on us introducing them to our software tools.
- Kept software updated on any and all hours of operations.
- Provided support to vendor partners on any related issues to the workforce software.
- Point of contact to vendors during our transition from multisite to a ViOP platform.
Assistant Supervisor
The Signal Holdings
03.2002 - 06.2004
- Managed daily tasks, delegating responsibilities effectively to optimize team resources and meet deadlines.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Submitted documentation and reports to upper management.
- Addressed employee concerns promptly and professionally, maintaining high levels of job satisfaction among team members.
- Assisted in the development of training materials to ensure a consistent learning experience for new hires.
- Led a team of 15 customer service agents.
- Processed weekly payroll.
- Performed mid-year and yearly reviews for the team assigned to me.
- Monitored agents calls for the purpose of quality.
Bilingual Customer Service Representative
The Signal Holdings
01.2000 - 03.2002
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
Education
Associate of Arts - Information Technology
University of Phoenix
Swedesboro, NJ (remote)High School Diploma -
Taunton High School
Taunton, MA05-1991
Skills
- Scheduling optimization
- Workforce planning
- Forecasting techniques
- Microsoft Excel
- Data collection & research
- Resolving issues
- Managing schedules
- Analyzing patterns
- Data analysis
- Workforce management
- Compiling data
- Workforce management tools
Certification
- Society of Workforce Planning Professional.
Languages
Spanish
Native or Bilingual
Timeline
Workforce Management Analyst
BCBS of New Jersey
12.2015 - 11.2023
Forecaster
Assurant Solution
01.2004 - 12.2015
Assistant Supervisor
The Signal Holdings
03.2002 - 06.2004
Bilingual Customer Service Representative
The Signal Holdings
01.2000 - 03.2002
- Society of Workforce Planning Professional.
Associate of Arts - Information Technology
University of Phoenix
High School Diploma -
Taunton High School
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