Summary

Overview

Work History

Education

Skills

Program Knowledge

Timeline

KAYLA JOHNSON

Coral Springs,FL

Summary

I am a seasoned Workforce Management Analyst with over 8 years of practical experience gathering, reviewing and modeling information to make proactive adjustments to and staffing productivity techniques. I am highly organized and skilled with critical thinking and proactive problem-solving abilities. I have studied and practiced the art of communication and interpersonal collaboration. I have a strong background in conducting reports, customer service/success and project leadership. My proficiency with workforce optimization tools have prepared me for a career in data-informed decision making within any fast-paced customer service environment.

Overview

years of professional experience

Work History

Workforce Management Analyst

Inktel-Sephora

07.2023 - Current

Monitor the productivity of approximately 300+ agents in Voice, Email, and Chat.
Liaise with Operations to ensure staffing is properly allocated for offline activities designed to improve performance and notify leadership of non-sanctioned offline states.
Process reports to monitor Average Handle Time and Abandon Rate for calls using workforce optimization software(Power BI)
Track Average Handle Time (AHT) and Average Speed of Answer Time (ASA) to ensure the client’s goals are met
Sanction Voluntary Time Off and Mandatory Time off (VTO/MTO) to mitigate extra staffing needs
Analyze trends while monitoring Real Time data to mitigate incorrect aux states for phone and chat representatives
Manage and monitor intraday queue performance and schedule adherence
Serve as point of contact between Operations and Workforce Management to identify: Unexpected changes in volume which require changes to plan
Unexpected changes to absenteeism which might require a change in hours
Ensure Absenteeism is properly recorded on the WFM platform
Facilitate client specific objectives and corresponding metrics necessary to achieve goals
Communicate with client scheduling and RTA groups as required

Online Presence Manager

Adler Social

06.2022 - 07.2023

Conducted 4-6 outbound calls and screen sharing with new customers to set up their online presence and add them to the Customer Relational Management (CRM) system
Garnered information about the consumer needs and what they want to achieve through building their Google ranking.
Designed and implemented a social media strategy in collaboration with account managers
Maintained a strong relationship with clients.
Adjusted the marketing strategy, if necessary, by working with the content creators to produce an optimal online presence.

Real Time Analyst

Global Response

09.2018 - 08.2021

Monitored Service Level for phones, email, and chat related to 4 lines of business: Lane Bryant, Justice, Coldwater Creek, and The Company Store (500+ agents)
Conducted Daily E Commerce Reports for Lane Bryant and Justice
Observed real-time production queues and call out aux states that exceed thresholds using VERINT software
Processed Voluntary Time Off (VTO), schedule exceptions, paid time off requests, and schedule changes using workforce management software
Works closely with Operations to approve offline activities
Informed Operations when brand specialists are out of adherence
Optimized schedules to ensure maximum productivity

Mission Control Analyst/Workforce Management

Comcast

12.2017 - 09.2018

Conducted written and verbal communication to the client on a regularly basis
Prepared intraday reports on staff attendance
Facilitated real time monitoring of 300+ agents.
Compiled reports using NICE/IEX and Microsoft Excel software
Reconciled attendance daily with employee timesheets against schedule and time in/time out reporting
Managed changes to scheduling to ensure adequate daily resource coverage
Communicated with management and operations team to ensure compliance with company standards
Maintained running report of attendance incidents
Ensured hours are accurately accumulated and categorized
Monitored attendance and schedule adherence
Processed schedule trade requests for posted schedules
Processed management requests for modifications of scheduling events (meetings/training, etc.)
Collaborated with Fulfillment Operations Department Management on workforce optimization

Senior Advisor/Mac Plus Advisor/Sales Associate

Apple

03.2015 - 12.2017

Received 30-50 escalated calls while performed extensive software troubleshooting and advanced consumer support for Apple iOS products and Mac computers.
Fostered strong consumer relationships while selling Apple Care Protection Plan for iOS devices and Mac computers
Granted financial exceptions for repairs/replacements when deemed necessary
Processed repairs for Apple devices and facilitating account security maintenance and empower consumers to regain access to their APPLE ID accounts
Arranged and monitored shipping of iOS products due to repair issues