Ling Yang
Bentonville,AR
Summary
Seeking to get back into the Workforce Management field. Focused on maintaining optimal coverage and service levels. Effective at training new employees on regulations, monitoring patterns and handling schedule requests. Writes reports, updates spreadsheets and produces forecasts.
Overview
19
19
years of professional experience
Work History
Account Manager
Stephens Insurance Agency
03.2023 - Current
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Recorded accurate and efficient records in customer database.
Workforce Management Specialist
Vision Service Plan Inc.
08.2016 - 12.2022
- Managed overtime, shift swaps, breaks and PTO requests
- Set and adjusted to schedules to maintain optimal coverage and service levels
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
Customer Service Representative
Volt Workforce Solutions
03.2015 - 08.2016
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Updated account information to maintain customer records
- Offered advice and assistance to customers, paying attention to special needs or wants
Transportation Analyst
Apria Healthcare
02.2005 - 06.2012
- Developed and publish routes using UPS-LT software to help Logistic Department expedite deliveries
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Monitored driver locations in field and solved discrepancies to keep team on-track.
- Developed and implemented process enhancements to drive continuous program improvement.
Education
Associate of Arts - Liberal Arts And General Studies
Heald College
Rancho Cordova, CA07.2014
Skills
- Microsoft Office
- Workforce Efficiency
- Policy Interpretation
- Employment Data Tracking
- Information Updates
- Data Entry and Maintenance
- Strong Analytical and Problem-Solving Skills
- Workforce Management System Software
- Verbal and Written Communication
- Customer Service Oriented
- Schedule Coordination
- Compensation Analysis
- Workforce Planning
- Data Collection & Research
- Account Management
- Documentation and Reporting
Timeline
Account Manager
Stephens Insurance Agency
03.2023 - Current
Workforce Management Specialist
Vision Service Plan Inc.
08.2016 - 12.2022
Customer Service Representative
Volt Workforce Solutions
03.2015 - 08.2016
Transportation Analyst
Apria Healthcare
02.2005 - 06.2012
Associate of Arts - Liberal Arts And General Studies
Heald College
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