Laura Geist Ridgway
Lakewood,CA
Summary
Results-driven Workforce Manager with expertise in workforce development, scheduling, and data analysis. Proven track record of implementing optimization strategies that enhance operational efficiency and improve team collaboration.
Dynamic workforce management professional with over 16 years of experience in driving operational excellence. Skilled in problem-solving, mentoring, and implementing training programs to boost team effectiveness. Committed to leveraging data-driven insights to enhance service delivery and client satisfaction.
Analytical Workforce Manager recognized for strategic planning and cross-functional collaboration. Strong background in workforce optimization and compliance, with a focus on fostering teamwork to achieve organizational goals and improve service quality.
Overview
27
27
years of professional experience
Work History
Workforce Manager
SCAN Health Plan
Long Beach, CA
01.2010 - 03.2026
- Formulated and implemented workforce optimization strategies to drive operational efficiency across multiple departments.
- Evaluated workforce data to uncover trends that enhance staff allocation and scheduling efficiency.
- Engaged with leadership to establish training programs focused on enhancing overall team effectiveness and efficiency.
- Led cross-functional teams in projects aimed at improving service delivery and client satisfaction metrics.
- Mentored junior staff on best practices in workforce, promoting professional growth within the team.
- Maintained compliance with industry regulations by implementing policies and procedures that adhered to legal requirements.
- Fostered relationships with internal personnel to cultivate optimal service levels, attrition and quality.
- Implemented new software systems to automate manual processes, reducing errors and increasing efficiency.
- Managed 800 agents and remote locations with 10 WFM staff to help support three different Departments.
Senior Workforce Analyst
SCAN Health Plan
Long Beach, CA
03.2004 - 01.2010
- Analyzed workforce data to identify trends and improve operational efficiency.
- Developed strategic staffing models to align resources with organizational goals.
- Facilitated cross-departmental collaboration to enhance workforce planning initiatives.
- Implemented advanced forecasting techniques to optimize personnel allocation and productivity.
- Partnered with IT to implement new software solutions for workforce management, resulting in improved data accuracy and increased automation of routine tasks.
- Developed customized reports for various departments, enhancing their ability to make data-informed decisions related to staffing needs.
- Developed disaster and recovery strategy to prepare company for hazardous weather conditions, nuclear accidents and terrorist attacks.
Workforce Analyst
PacifiCare of California
Cypress, CA
02.2003 - 09.2003
- Analyzed workforce data to identify trends and optimize staffing levels.
- Developed reports on employee performance metrics to inform management decisions.
- Implemented process improvements that enhanced operational efficiency and reduced costs.
- Collaborated with cross-functional teams to align workforce strategies with business objectives.
Senior Telecommunication Specialist
IBM
Cypress, CA
03.2002 - 09.2002
- IBM had taken over the Telecom system for PacifiCare. We moved to work for IBM doing same job function as we did at PacifiCare.
- Led network architecture design and implementation initiatives for enterprise telecommunications systems.
- Oversaw cross-functional initiatives aimed at enhancing system performance and maintaining reliability within challenging environments.
- Worked with multiple system and states updating routing, cloud call center setup, modems and trouble shooting phone issues.
Senior Telecom Analyst
PacifiCare of California
Cypress, CA
01.2001 - 03.2002
- Analyzed telecom systems to identify inefficiencies and enhance operational performance.
- Developed strategic recommendations for network optimization and cost reduction initiatives.
- Led cross-functional teams in implementing telecom solutions aligned with organizational goals.
- Enhanced customer satisfaction by providing timely resolution to complex technical issues.
Customer Service Analyst II
PacifiCare of California
04.2000 - 01.2001
- Investigated customer inquiries to identify patterns and optimize service processes.
- Coordinated efforts with cross-functional teams to enhance workflow effectiveness and operational efficiency.
- Generated multiple reports leveraging Crystal and internal systems to evaluate and interpret call type service metrics.
- Managed operations of commercial call center utilizing Aspect Call Center System and TCS WFM for optimal efficiency.
Customer Service Analyst
PacifiCare of California
Cypress, CA
09.1999 - 04.2000
- Interpreted customer service data to detect trends and suggest actionable process improvements.
- Developed engaging training content to facilitate team knowledge enhancement regarding product offerings and policies.
- Facilitated collaboration among cross-functional teams to address and resolve complex customer inquiries.
- Executed deployment of innovative software tools, focusing on optimizing customer engagement and improving satisfaction metrics.
- Analyzed customer service operations to establish key performance indicators for effective success measurement and reporting.
- Monitored and updated knowledge of product and service changes to ensure informed decision-making.
Education
Some College (No Degree) - Telecom And Math
Cypress College
Cypress, CASkills
- Workforce development
- Scheduling expertise
- Teamwork
- Teamwork and collaboration
- Problem-solving
- WFM and ACD system TCS, Aspect, Verint, Avaya and Genesys
- Word, Excel and PowerPoint
Timeline
Workforce Manager
SCAN Health Plan
01.2010 - 03.2026
Senior Workforce Analyst
SCAN Health Plan
03.2004 - 01.2010
Workforce Analyst
PacifiCare of California
02.2003 - 09.2003
Senior Telecommunication Specialist
IBM
03.2002 - 09.2002
Senior Telecom Analyst
PacifiCare of California
01.2001 - 03.2002
Customer Service Analyst II
PacifiCare of California
04.2000 - 01.2001
Customer Service Analyst
PacifiCare of California
09.1999 - 04.2000
Some College (No Degree) - Telecom And Math
Cypress College