Kudeania McLaughlin
Charlotte,NC
Summary
Knowledgeable Workforce Management Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Over 2+ years of experience in workforce assessment and 8+ years of call center experience.
Overview
9
9
years of professional experience
Work History
Workforce Management Analyst
Optum
Charlotte, NC
06.2019 - Current
- Worked with management to develop strategic and tactical plans to meet different requirements. Worked diligently to help meet service level goals 11/12 times in 2021.
- Set and adjusted schedules to maintain optimal coverage and service levels.
- Meet or exceed financial targets manage overstaffing / availability via planned staffed reductions and/or real-time VTO.
- Manage planning, scheduling and/or real-time execution to ensure that any service-impacting event is mitigated to avoid major interruptions or disruptions
- Produced and updated documents, reports and tracking spreadsheets using Excel.
Customer Service Representative Sr
Optum
Charlotte, NC
11.2014 - 06.2019
- Investigate and communicate steps/solutions to caller questions/issues, using appropriate problem-solving skills and established guidelines, regarding claims, insurance benefits and general inquiries.
- Ask appropriate questions and listen actively to identify underlying questions/issues (e.g., root cause analysis).
- Gather appropriate data/information and perform initial investigation to determine scope and depth of question/issue.
- Demonstrate knowledge of applicable health care terminology (e.g., medical, dental, behavioral, vision) Solves moderately complex problems on own; works with team to solve complex problems.
- Sold Medicare Supplement and Medicare Prescription drug plans that are insured by United HealthCare.
Education
Bachelor of Arts - Psychology
University of North Carolina At Charlotte
Charlotte, NC12.2012
Associate of Arts -
Central Piedmont Community College
Charlotte, NC03.2010
Skills
- Strong Communication
- Microsoft Office
- Scheduling
- Preparing Reports
- Analyzing Patterns
- Research
- Planning
- Superior Organizational Skills
- Data Collection
- Organization Skills
- Problem Solving
- Calm Under Pressure
- Real-time Monitoring
Personal Interests
Traveling, Cooking, Music, The Sims4
Timeline
Workforce Management Analyst
Optum
06.2019 - Current
Customer Service Representative Sr
Optum
11.2014 - 06.2019
Bachelor of Arts - Psychology
University of North Carolina At Charlotte
Associate of Arts -
Central Piedmont Community College
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