Latonya Lenard
Hampton,Virginia
Summary
Accomplished Sr. Workforce Management Leader with over 15 years of experience in workforce assessment, adept in forecasting and developing models to enhance team productivity by streamlining communication. Expert in leveraging workforce management tools and leadership skills to achieve strategic objectives, significantly improving operational efficiency and fostering strong team dynamics.
Overview
7
7
years of professional experience
Work History
Sr. Workforce Management Leader
GEHA
04.2023 - Current
- Created and maintained workforce planning and development models (short-term and long-term) for weekly planning sessions
- Determined appropriate schedules and proactive adjustments to meet coverage and service objectives
- Achieved client vision and objectives through effective strategy development and execution in coordination with management teams
- Created and updated different documents, reports, and spreadsheets with software such as Microsoft Office
- Identified team weak points and implemented corrective actions to resolve concerns
- Trained employees on IEX/NICE and assigned duties
- Increased team productivity by streamlining communication and implementing effective project management strategies
- Mentored junior staff members, helping them develop leadership skills and advance their careers within the organization
- Planned and executed quarterly Shift Bids
Workforce Management Coordinator
Company Name VGS, Inc
12.2022 - 04.2023
- Prepared and maintained reports, dashboards and monthly packages
- Optimized schedules and other tools to present to management
- Managed real-time inbound call traffic across multiple contact center locations
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business
- Liaison between multiple departments
- Improved department processes for internal customers
Senior Business Specialist
Company Name WPS, Inc
11.2017 - 11.2022
- Created and maintained long-term forecasts, workforce projections and staffing plans for assigned client programs
- Designed staffing models based on operational changes, developing staffing recommendations as required
- Reviewed scheduling forecast parameters to identify possible operational improvements
- Trained new workforce staff on workforce systems, processes, policies and reports
- Improved department processes for internal customers
- Analyzed trends and staffing plans in forecasting, generating and publishing schedules for customer service representatives serving multiple clients
- Formulated contingency staffing models to provide for continued operation in the event that client programs are ever impacted by various “what if” scenarios
Education
High School Diploma -
Warwick High School
Newport News, VA06.1988
Skills
- Forecasting
- Scheduling
- Developing models
- Determining staffing needs
- Workforce management tools (IEX & Aspect)
- Problem resolution
- Leadership
- Customer Service
- Team management
- Relationship development
- Critical thinking
- Microsoft Word, Excel, PowerPoint
Timeline
Sr. Workforce Management Leader
GEHA
04.2023 - Current
Workforce Management Coordinator
Company Name VGS, Inc
12.2022 - 04.2023
Senior Business Specialist
Company Name WPS, Inc
11.2017 - 11.2022
High School Diploma -
Warwick High School
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