LaTonya Green
Tucker,GA
Summary
With over 7 years of experience in Workforce Management and Data Analysis, I have consistently demonstrated my problem-solving skills and ability to provide actionable insights. My career has been marked by a commitment to accuracy and compliance, as well as fostering effective relationships with a wide range of stakeholders. I have a proven understanding of how to streamline business processes, boost productivity, and implement solutions. I am proficient in using a variety of tools including Tableau, Genesys, Salesforce, Kronos, Verint, Business Manager, IC3, Oracle, Microsoft Office Suite, Remedy, CRM, Mac3, Lotus 1-2-3, AS400, Slack, Sharepoint, and various social media platforms.
Overview
18
18
years of professional experience
Work History
Workforce Analytics Specialist II
Cox Automotive
Atlanta, GA
10.2017 - Current
- Oversee all scheduling activities for the Inventory division, including the development of work schedules and execution of the biannual shift bid process
- Ensure appropriate staffing allocation to meet service level objectives
- Conduct daily reviews and adjustments of schedules to account for events that may affect compliance
- Update work schedules as needed to reflect changes in staff availability and anticipated work volumes
- Handle real-time inbound call traffic for over 80 agents across multiple brands
- Analyze trends such as call volume, AHT, and attendance to plan for over staffing or under staffing conditions
- Process and manage time off requests, shift swaps and callouts
- Aid upper management in their decision-making process by creating and presenting performance reports every two hours
- The reports focus on key performance indicators, workforce trends, and suggestions for enhancements
- Collaborate wit brand leadership to Prepare weekly dashboards and conduct bi-weekly dashboard review meetings with brands and management
- Oversaw and maintained the weekly headcount report for the Inventory division
- Schedule and facilitate meetings between project stakeholders to discuss deliverables, schedules, and conflicts
- Develop daily guidelines for new Intraday Analyst hires.
Sr. RMS Coordinator
RMS Automotive- Division of Cox Automotive
Atlanta, GA
04.2013 - 10.2017
- Facilitated seamless online transactions for automotive clients, including vehicle purchases, pickups, title acquisitions, and lease returns
- Assisted with grievances and resolved account-related issues
- Fostered strong client relationships by providing premium concierge service.
Workforce Management Intraday Assistant (Project)
Cox Automotive
Atlanta, GA
05.2015 - 08.2015
- Conducted real-time monitoring of all call queues and communicated with management to ensure staff availability
- Created reports to identify trends and compare data
- Developed and maintained Standard Operating Procedures for the Workforce Management team
- Managed the IVR front line end message system during system outages.
Senior Technical Support Coordinator
Cox Automotive
Atlanta, GA
03.2007 - 04.2013
- Delivered hands-on training, motivation, and mentorship to team members
- Participated in interviews and hiring reviews for prospective technical support candidates
- Aided customers in troubleshooting technical issues, resolved account problems, and mediated customer complaints
- Contributed to the development of a departmental survey to gather representatives’ feedback on management.
Account Manager
Manheim
Atlanta, GA
01.2006 - 03.2007
- Oversaw dealer accounts for the inventory optimization system, POINT
- Fostered and nurtured positive relationships with clients to ensure a satisfactory customer experience
- Conducted web-based training sessions and demonstrations for potential clients, new customers, and their new hires
- Handled customer contracts, renewals, and payments for assigned accounts
- Worked in tandem with regional sales managers and the sales director to identify new account leads.
Education
Master of Science - Human Resources Administration
Central Michigan University
Bachelor of Science - Sociology
Savannah State University
Skills
- Process Improvement
- Policy Development
- Root Cause Analysis
- Strategic Planning & Decision-Making
- Conflict Resolution
- Data Analysis & Review
- Stakeholder Collaboration
Timeline
Workforce Analytics Specialist II
Cox Automotive
10.2017 - Current
Workforce Management Intraday Assistant (Project)
Cox Automotive
05.2015 - 08.2015
Sr. RMS Coordinator
RMS Automotive- Division of Cox Automotive
04.2013 - 10.2017
Senior Technical Support Coordinator
Cox Automotive
03.2007 - 04.2013
Account Manager
Manheim
01.2006 - 03.2007
Master of Science - Human Resources Administration
Central Michigan University
Bachelor of Science - Sociology
Savannah State University