Summary
Overview
Work History
Education
Skills
Certification
Languages
Accomplishments
Timeline
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Khalia Saunders

Henrico,VA

Summary

Experienced workforce management professional with expertise in data analysis, staffing forecasting, and productivity optimization. Skilled in team collaboration, achieving results, and adapting to changing needs. Proficient in scheduling, reporting, and utilizing workforce management software in the healthcare industry. Recognized for effective collaboration, adaptability, and focus on achieving optimal patient outcomes through medication management, patient monitoring, and maintaining healthcare standards. Reliable and adaptable individual providing seamless support in dynamic healthcare settings.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Registered Medication Aide

The Westmont at Short Pump
01.2025 - Current
  • Assisted in updating patient medication records ensuring accuracy and completeness
  • Monitored patients for side effects and reported changes to nursing staff promptly
  • Educated residents on medication usage, potential side effects, and adherence strategies
  • Administered medication in compliance with state regulations and facility policies
  • Trained new staff on medication administration protocols and safety practices
  • Conducted regular inventory checks of medications to prevent shortages or expired supplies
  • Facilitated smooth transitions between shifts by providing comprehensive hand-off reports, ensuring consistent care for all patients
  • Supported the nursing staff in the management of medical emergencies, providing rapid response and assistance with medication administration as needed
  • Supported continuity of care by promptly reporting any observed changes in patients' conditions or adverse drug reactions to supervising nurses or physicians

Workforce Management Analyst

SimpliSafe
08.2023 - 06.2025
  • Analyzed workforce data to optimize staffing levels and improve operational efficiency
  • Developed forecasting models to predict call volume and plan resource allocation effectively
  • Coordinated strategic staffing actions, including shift bids, accommodation schedules, and both short- and long-term leave planning, to maintain operational stability and workforce flexibility
  • Introduced dynamic heatmap visualizations to identify high-risk periods by business line, guiding intraday staffing shifts and improving schedule responsiveness
  • Proficiency with NICE IEX and Genesys
  • Led weekly risk reviews with stakeholders, translating forecasted volume, shrinkage exposure, and heatmap data into actionable escalation and staffing strategies
  • Provided frontline feedback and operational use cases to Sprinklr and NICE developers, influencing product roadmap decisions that increased real-time monitoring capabilities and reduced manual workarounds
  • Collaborated with Sprinklr and NICE product teams to identify and implement feature enhancements that improved WFM functionality, reporting precision, and channel-level visibility
  • Partnered with HR and CX leadership to align leave policies, accommodations, and coverage plans, supporting both business needs and employee wellbeing
  • Enabled proactive decision-making through daily variance tracking and attendance analytics, reducing unplanned staffing gaps and enhancing adherence performance
  • Created and deployed 7–14 day short-term risk models using call intensity heat mapping and interval-based volume forecasts, enabling tactical readiness and resource prioritization
  • Partnered cross-functionally with CX, Sales, and Tech Ops to align differentiated service delivery targets based on customer impact tiers, operational risk, and business priority
  • Integrated short-term risk indicators into planning cadences, enabling rapid adjustments to offshore and near-shore BPO coverage, VTO decisions, and workforce allocations under changing conditions
  • Monitored daily attendance trends and provided real-time recommendations to mitigate staffing risks, ensuring service continuity during peak and high-risk intervals

Internal Monitoring Specialist

SimpliSafe
11.2022 - 08.2023
  • Dispatch and coordinate the responses of public safety agencies according to company standard operating procedures.
  • Obtain multiple state regulatory licensing and participate in all required renewal training
  • Enter clear and concise data in computer system database to maintain logs and records of calls, activities and other account information
  • Provide top-tier monitoring support to all customers with a goal of every home secure
  • Receive and respond to multiple emergency and non - emergency alarm calls from customers and authority agencies
  • Ask questions to interpret, analyze and anticipate the caller’s situation to resolve problems, provide information, dispatch emergency services, or refer callers to other point of contacts
  • Received Positive Recognition
  • Above in QA scores
  • Monitored alarm systems to ensure timely response and service reliability
  • Analyzed incident reports to identify trends and improve monitoring protocols
  • Collaborated with technical teams to troubleshoot and resolve system issues
  • Designed and implemented quality control measures to maintain high standards of monitoring services
  • Established effective communication channels within the team, fostering a collaborative working environment that encouraged sharing ideas and best practices among members

Medication Aide

Commonwealth Senior Living
05.2019 - 11.2022
  • Administered medications accurately to residents, ensuring compliance with safety protocols and care plans
  • Monitored patients' vital signs and reported changes to nursing staff for timely interventions
  • Developed tools for tracking medication scheduled, improving efficiency in daily operations
  • Conducted regular audits of medication records to ensure accuracy and adherence to policies
  • Maintained a safe and clean environment by adhering to infection control protocols during medication administration
  • Took patient vital signs, height, and weight measurements and monitored glucose and patient wellbeing
  • Checked vital signs on daily basis and contacted supervisor regarding patient health concerns or behavioral changes
  • Achieved high levels of efficiency while distributing medications by organizing daily routines around individual patient schedules and needs
  • Reduced medication errors by diligently maintaining and updated medication records for each patient
  • Demonstrated adaptability in the face of medical emergencies, providing crucial assistance during critical situations as needed
  • Administered prescribed drugs to high-volume patient caseload
  • Enhanced patient health by accurately administering prescribed medications according to schedule
  • Interacted kindly with patient and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships

Assistant Director of Nursing

Symphony Manor of Richmond
10.2016 - 05.2019
  • Evaluated staff performance regularly, providing feedback and guidance for improvement when necessary
  • Oversaw nursing staff, ensuring compliance with regulatory standards and quality patient care protocols
  • Served as a role model for nursing staff by demonstrating exceptional clinical skills, ethical behavior and commitment to continuous learning
  • Coordinated interdisciplinary team meetings to enhance communication and streamline patient care processes
  • Collaborated with administration to develop policies that align with organizational goals and healthcare regulations
  • Assisted in developing policies and procedures for safe medication administration, minimizing errors within the department
  • Monitor employee productivity and provide constructive feedback and coaching
  • Implement any new resident care programs or expansion of existing services policies and procedures
  • Responsible for collecting, analyzing, and reporting occurrence trends, develop/implement improvement plans
  • Developed comprehensive care plans for patients, ensuring optimal health outcomes and patient satisfaction
  • Developed positive employee relations, incentives, and recognition programs to promote teamwork and mutual respect
  • Established strong relationships with community partners to expand access to healthcare services beyond facility walls

Education

High school diploma -

John Marshall High School

No Degree - Business Administration And Management

Southern New Hampshire University
Hooksett, NH
11-2026

Skills

  • Vital signs evaluation and documentation

  • HIPAA regulations knowledge

  • Empathetic patient support

  • First aid procedures, CPR Certified, BLS Certified

  • Scheduling efficiency improvement

  • Data forecasting methods

  • Workforce optimization strategies

  • Data analysis and modeling

  • Supportive interpersonal skills

  • Teamwork, collaboration, problem-solving

  • Flexible and adaptable

  • Diligent and trustworthy

Certification

  • CPR Certification
  • First Aid Certification
  • BLS - Basic Life Support
  • Electronic security November 2022 to May 2023
  • CPCT/A - Patient Care Technician/Assistant
  • CMA - Certified Medication Aide

Languages

English
Full Professional

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of over 100 staff members
  • Achieved heatmap visualizations through effectively helping with excel intraday staffing.
  • Resolved product issue through consumer testing
  • By optimizing schedules and task assignments, WFM minimizes downtime and maximizes employee productivity
  • Supported patients with tasks like dressing, grooming, and feeding, promoting their well-being and independence.
  • Adhered to established policies and procedures, ensuring proper medication management and regulatory compliance during audits

Timeline

Registered Medication Aide

The Westmont at Short Pump
01.2025 - Current

Workforce Management Analyst

SimpliSafe
08.2023 - 06.2025

Internal Monitoring Specialist

SimpliSafe
11.2022 - 08.2023

Medication Aide

Commonwealth Senior Living
05.2019 - 11.2022

Assistant Director of Nursing

Symphony Manor of Richmond
10.2016 - 05.2019

High school diploma -

John Marshall High School

No Degree - Business Administration And Management

Southern New Hampshire University

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