Summary
Overview
Work History
Education
Skills
Timeline
AdministrativeAssistant

Karrie Miling

Menasha,WI

Summary

Experienced in optimizing coverage and service levels, I specialize in training new employees on regulations, monitoring patterns, and managing schedule requests. A skilled Workforce Analyst, I gather, review, and model information to make proactive adjustments to schedules and strategies. With over 20 years of workforce assessment experience, I bring a highly organized nature and excellent critical thinking, problem-solving, and planning abilities to any organization.

Overview

18
18
years of professional experience

Work History

Senior Workforce Management Analyst Real Time

Flagstar Bank
10.2020 - Current
  • Monitoring and Analyzing data in real time
  • Identify trends or patterns Communicating with Management of any issues that require further investigation
  • Provide assistance with forecasting models and development
  • Scheduling Meetings, Trainings OT/VTO Manage and track PTO for agents.
  • Created training materials for new employees to provide information about attendance guidelines.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Developed and implemented onboarding and orientation programs for new employees.
  • Generated and analyzed reports to monitor employee engagement and attrition trends.
  • Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
  • Managed time-off requests and shift swaps efficiently, maintaining a fair and balanced schedule for all employees involved.
  • Mentored junior analysts on best practices in workforce management analytics techniques.

Senior Workforce Management Analyst

UnitedHealth Group
12.2014 - 02.2020
  • Generate and communicate reports, staffing issues, performance measures and call statistics to members of management
  • Monitor all queues in real time to accommodate absenteeism, unexpected fluctuations in call volume for multiple locations and skills
  • Conduct analysis and recommend solutions for real time performance issues
  • Maintain staffing models for budgets
  • Create and maintain Forecasting/Scheduling within IEX
  • Meet monthly with management team to go over staffing models, trends or fluctuation in call volume to ensure appropriate staffing.
  • Created training materials for new employees to provide information about attendance guidelines.
  • Improved office efficiency by effectively managing internal communications and correspondence.

Workforce Management Analyst

School Specialty
07.2009 - 12.2014
  • Collaborate with various business units, QA and training to schedule the necessary training, and associate coaching to ensure the company's commitment towards quality
  • Review the current processes of scheduling and staffing and uncover the potential opportunities of improved efficiency that includes schedule rotation, operation hours and staffing of agents for each individual facility
  • Utilize the required staffing and call center schedules for determining required third-party postings and support to ensure meeting operational commitments
  • Create staffing profiles for budgeting purposes
  • Monitor real time adherence
  • Create and publish schedules, PTO, training and any other offline projects.

Workforce Management Analyst/Operations Analyst

American Express
06.2007 - 07.2009
  • Produce accurate call volume demand and workload forecasts from daily to rolling 12-month forecasts
  • Analyze absenteeism, holiday, off-line activities etc, to provide accurate shrinkage input into the employee scheduling process
  • Produce monthly staffing and recruitment plan
  • Identify best possible times to conduct essential off-line activities such as training, 1x1's to effectively limit the impact to the Customer's while ensuring employee development needs are met
  • Identify and recommend efficiency improvements in schedules to ensure effective use of staffing resources meet and exceed service level goals
  • Build, maintain and modify accurate capacity planning models to ensure the correct resource is available against the expected demand.

Education

High School Diploma -

Wauwatosa East High School
Wauwatosa, WI
06.1984

Skills

  • Workforce Planning
  • Statistical modeling
  • KPI Monitoring
  • Managing schedules
  • Simulation Modeling
  • Workforce Management
  • Schedule Coordination
  • Capacity Planning
  • Staffing requirements
  • Data Analysis
  • Data Collection & Research
  • Business Forecasting
  • Analyzing patterns

Timeline

Senior Workforce Management Analyst Real Time

Flagstar Bank
10.2020 - Current

Senior Workforce Management Analyst

UnitedHealth Group
12.2014 - 02.2020

Workforce Management Analyst

School Specialty
07.2009 - 12.2014

Workforce Management Analyst/Operations Analyst

American Express
06.2007 - 07.2009

High School Diploma -

Wauwatosa East High School

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Karrie Miling