KENNETH GOFF
Malvern,AR
Summary
Workforce analyst with over 5 years of experience in workforce management and real-time analysis. Proficient in gathering and reviewing data to optimize schedules and strategies, ensuring coverage for over 500 agents daily. Skilled in using tools such as RTA, EWFM, Microsoft Teams, Office 360,excel, Genesys pure Cloud and avya.
Overview
23
23
years of professional experience
14
14
years of post-secondary education
Work History
Security Officer
Sanders/Star security
Hot Springs, Arkansas
03.2026 - Current
- Observing Patients and staff PSO specialized in complex and high-pressure healthcare environments, with a focus on mental health units.
- Exceptional interpersonal and communication skills used to de-escalate sensitive situations and build rapport with diverse individuals.
- Proficient in enforcing hospital policies while demonstrating empathy and sound judgment to support clinical staff.
- Followed established security and safety procedures and posted orders to include enforcement of company rules, policies, and regulations.
- Monitored surveillance cameras and responded to suspicious activity.
PSO Security Officer
Allied Universal Security
Malvern, AR
07.2025 - 03.2026
- Observing Patients and staff PSO specialized in complex and high-pressure healthcare environments, with a focus on mental health units.
- Exceptional interpersonal and communication skills used to de-escalate sensitive situations and build rapport with diverse individuals.
- Proficient in enforcing hospital policies while demonstrating empathy and sound judgment to support clinical staff.
- PSO security officer for Baptist Health Mental health Unit.
Workforce Management Analyst
Foundever
Malvern, Arkansas
10.2019 - 04.2025
- Monitor and report real-time data to provide ops with the best view for the interval throughout the day.
- Set and adjust schedules including VTO to maintain optimal coverage and service levels.
- Managed overtime, shift swaps, breaks and PTO requests.
- Produced and updated documents, reports and tracking spreadsheets using RTA, eWFM and Excel among others.
- Work with management to develop strategic and tactical plans to meet different requirements.
- Analyzed workforce data to optimize staffing levels and improve operational efficiency.
- Collaborated with management to implement workforce management strategies and tools.
- Monitored real-time performance metrics to identify and address staffing issues.
- Trained team members on workforce management systems and best practices.
- Conducted audits of team performance against established goals for accuracy and compliance.
- Implemented changes to workforce strategies based on changing business needs.
- Performed trend analysis on historical data to identify areas for improvement or optimization.
- Collaborated with senior and department leaders to develop and implement workforce plans.
- Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.
- Analyzed employment-related data and prepared reports.
Customer Service Representative / Floor Support Rep
Sykes Call Center
Malvern
04.2014 - 10.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to the supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- As FSR I worked alongside Several TL, where my responsibilities included assisting TL, with monitoring agents calls for quality (OS) and call flow including sales offer to find the best benefit to the customer.
- Fielding agent’s questions and system guidance, Taking escalated calls remaining calm and professional and listening to understand the customers so to offer the best resolution to the customer.
- Also watching teams for TL when they have meetings, lunch and on occasion for the day when absent.
- Malvern
Correctional Officer
Arkansas Department of Corrections
Malvern, USA
11.2007 - 03.2014
- Searched cells of inmates to identify and confiscate contraband and other prohibited items.
- Escorted inmates to and from cells, court, hospitals, and medical appointments.
- Observed and supervised inmates throughout visits, mealtime, recreation, phone calls, and showers.
- Conducted routine and emergency head counts.
- Prepared, processed and maintained forms, reports, logs, records, and activity journals.
- Tracked inmates through head counts, visitor logs, and scheduled activities.
- Observed behavior of residents individually and in groups.
- Conducted routine and emergency head counts.
- ACTING SG supervised and assisted officers in day-to-day operations.
- ERT emergency response team support responded to fire calls and assisted with evacuation, also cell extractions and riot and escapes.
- Malvern, AR
General Laborer
Warehouser MDF
Malvern, Arkansas
02.2003 - 11.2005
- From clean up crew to fire watch to helping load and unload wood with forklift maintenance checks on equipment used such as forklift and front end loader.
- Banding products and printing labels.
- Maintained cleanliness and organization of work areas and equipment.
- Operated machinery for wood panel production and processing.
- Assisted team members with loading and unloading materials.
- Followed safety protocols to ensure a safe working environment.
- Collaborated with supervisors to resolve workflow issues promptly.
- Trained new hires on proper handling of tools and equipment.
- Assisted in inventory management and stock replenishment tasks.
- Cleaned tools, equipment, and work areas in order to maintain a safe and organized workspace.
- Moved heavy objects using dollies, carts, hoists, or other manual labor techniques.
- Collaborated with team members to complete assigned tasks and meet tight deadlines.
- Ensured that all safety regulations were followed while working onsite.
- Loaded and unloaded materials onto trucks for delivery to job sites.
- Operated hand tools and power tools to complete construction projects.
- Operated pallet jacks and forklifts to load and unload supplies and materials.
- Performed general maintenance duties such as painting walls or installing insulation.
- Performed repetitive assembly tasks with hand and power tools and automated equipment.
- Reported safety violations to supervisor to reduce risks and accidents.
- Unloaded building supplies from delivery trucks using forklifts or cranes.
- Printed and applied shipping labels for boxes and packages according to product distribution instructions.
- Followed instructions from supervisors regarding specific tasks that needed to be completed.
- Inspected tools and equipment for proper functioning prior to use.
- Completed variety of physical labor tasks.
- Performed physical activities requiring heavy lifting, walking and standing for long periods of time.
- Used picks and shovels to dig, spread, and level dirt and gravel.
- Performed regular servicing and preventive maintenance on assigned equipment.
- Gained independent working skills and guided and mentored less experienced team members.
Education
Diploma -
Magnet Cove High School
Malvern, AR 08.1985 - 05.1999
Garland County Community College
Hot Springs, ARSkills
- Communication
- Data Analysis
- Maintaining Service Levels
- Workforce Management Tools
- Client Correspondence
- Microsoft Excel
- Genesys pure cloud
- Setting Schedules
- Compiling Data
- Real-Time Monitoring
- Workforce Efficiency
- Determining Staffing Needs
- Team Relationships
- Remote Conferencing
- Workforce Scheduling
- Institutional security and inmate supervision
- Enforcement of policies, procedures, and state regulations
- Contraband detection and prevention
- Housing unit inspections and shakedowns
- Cell extraction support operations
- Key and tool control management
- Surveillance and security monitoring systems
- Report writing and incident documentation
- Inmate classification and behavior monitoring
- Conflict resolution and de-escalation techniques
- Emergency Response Team (ERT) operational support
- Cell extraction procedures and coordinated team movements
- Crisis response and disturbance control
- Use of force continuum knowledge
- Defensive tactics and restraint techniques
- Riot control support
- Situational awareness in high-risk environments
- Risk assessment and threat evaluation
- Safety compliance under high-stress conditions
- Leadership & Supervisory Skills
- Field training and onboarding of new officers
- Mentoring and performance evaluation
- Shift supervision and team coordination
- Delegation of tasks and operational oversight
- Leadership during critical incidents
- Staff accountability and policy enforcement
- Conflict mediation between staff and inmates
- Decision-making under pressure
- Operational briefing and debriefing facilitation
Timeline
Security Officer
Sanders/Star security
03.2026 - Current
PSO Security Officer
Allied Universal Security
07.2025 - 03.2026
Workforce Management Analyst
Foundever
10.2019 - 04.2025
Customer Service Representative / Floor Support Rep
Sykes Call Center
04.2014 - 10.2019
Correctional Officer
Arkansas Department of Corrections
11.2007 - 03.2014
General Laborer
Warehouser MDF
02.2003 - 11.2005
Diploma -
Magnet Cove High School
08.1985 - 05.1999
Garland County Community College