Laura Hanneman
Appleton
Summary
Dynamic workforce management professional with over 9 years of experience specializing in data analysis to identify trends and develop strategies that enhance operational efficiency. Recognized for fostering a collaborative environment that promotes engagement and empowerment among team members. Proven ability to build and maintain strong relationships with diverse stakeholders in fast-paced, dynamic settings. Committed to driving organizational success through innovative workforce solutions and effective leadership.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Manager, Workforce Management
Navitus Health Solutions
Appleton, WI
02.2026 - Current
- Assist workforce management team with scheduling analysis and forecasting tasks. Supporting efforts to meet internal and external service level commitments.
- Diagnose and resolve technical issues within workforce management systems, ensuring optimal functionality of input and output systems.
- Direct training initiatives for personnel on effective utilization of WFM technology.
- Facilitate data analysis and reporting processes to enhance contact center operations through effective data mining and extraction.
- Analyze and report findings regularly and on an ad-hoc basis to identify performance improvement opportunities.
Supervisor, Workforce Management
Navitus Health Solutions
Appleton, WI
06.2024 - 02.2026
- Oversaw performance management through effective scheduling and real-time analysis of workload requirements and call routing strategies.
- Guided WFM team in adopting industry improvements, focusing on skill enhancement and standard compliance.
- Partnered with department schedulers and managers to maintain accurate staffing levels, supporting operational efficiency.
- Maintained adherence to ethical and equity standards in the management of WFM specialists and resolution of various departmental inquiries.
- Identified staffing gaps and proposed actionable solutions to enhance workforce effectiveness and meet operational objectives.
- Monitored team activities to uphold policy adherence, ensuring uniformity in task execution.
- Facilitated staffing review meetings with management and intraday analysts, detailing past and current performance while identifying potential risks.
Specialist, Workforce Management
Navitus Health Solutions
Appleton, WI
03.2017 - 06.2024
- Created staffing plan to forecast future staffing needs, enabling proactive recruitment efforts that minimized skill gaps and understaffing.
- Optimize workforce allocation through data-driven analysis and forecasting techniques.
- Collaborate with cross-functional teams to resolve workforce issues and enhance overall productivity.
- Performe ad hoc reporting and analysis to enable strong understanding of business and trends.
- Conduct regular audits of workforce systems, ensuring accurate data entry and compliance with company procedures.
- Manage employee schedules, ensuring adequate coverage for all shifts while minimizing labor expenses.
- Optimize schedules, forecasts and other tools to present to management.
- Manage real-time inbound call traffic.
- Provided comprehensive training to other departments and employees on various aspects of workforce management.
- Learn and adapt quickly to new technology and software applications.
- Accurately process timecards for temporary employees of both Customer Care and Prior Authorization Teams.
- Work closely with Vendor Manager and BPO to provide training and support for WFM tools and processes.
Supervisor, Member Services
Navitus Health Solutions
Appleton, WI
04.2015 - 03.2017
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Maintained compliance with company policies, objectives, and communication goals.
- Demonstrated commitment to the organization's core values, leading by example and fostering a culture of excellence.
- Conducted analysis of supervisor reports to evaluate agent performance.
- Scheduled, conducted, and documented 1:1's to provide agent performance feedback and to ensure previous agent needs were addressed and resolved to agent's satisfaction.
- Worked as a back-up person to the WFM Manager, maintained schedules, forecasts, and other duties as needed.
Member Services Specialist III
Navitus Health Solutions
Appleton, WI
09.2014 - 04.2015
- Answered, researched and troubleshoot incoming Customer Care inquiries from members, providers, and pharmacies, with a primary focus on educating and guiding agents on all topics.
- Provided accurate and timely responses to inquiries.
- Assisted with implementation and maintenance of Community WFM tool.
Member Services Specialist I
Navitus Health Solutions
Appleton, WI
04.2013 - 09.2014
- Delivered exceptional customer service by leveraging extensive knowledge of client-specific benefit information and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
Education
Bachelor of Science - Business Management
Concordia University Wisconsin
Mequon, WI03.2026
Associate of Applied Science - Business Management
Fox Valley Technical College
Appleton, WI12-2011
Skills
- Cross-functional teamwork
- Continuous process refinement
- Concise written communication
- Data-driven decision making
- Workforce optimization
- Policy development
- Detail-oriented analysis
- Analytical problem-solving
- Workforce education
Accomplishments
ICMI Workforce Management Bootcamp
Affiliations
- Society of Workforce Planning Professionals (SWPP)
- Midwest Contact Center Association (MWCCA)
Certification
Certified Pharmacy Technician
Timeline
Manager, Workforce Management
Navitus Health Solutions
02.2026 - Current
Supervisor, Workforce Management
Navitus Health Solutions
06.2024 - 02.2026
Specialist, Workforce Management
Navitus Health Solutions
03.2017 - 06.2024
Supervisor, Member Services
Navitus Health Solutions
04.2015 - 03.2017
Member Services Specialist III
Navitus Health Solutions
09.2014 - 04.2015
Member Services Specialist I
Navitus Health Solutions
04.2013 - 09.2014
Associate of Applied Science - Business Management
Fox Valley Technical College
Bachelor of Science - Business Management
Concordia University Wisconsin