Summary
Overview
Work History
Education
Skills
Proficient
Accomplishments
Timeline
Generic

MADELYN BARBER

Capacity Management Analyst, Workforce Management
Niles,MI

Summary

Well organized analytical/problem solving individual with research skills and a proven ability to work independently. Versatile and dependable with a varied workload in a fast-paced environment. Well-developed communication skills resulting in effective working relationships with internal and external customers.

Overview

6
6
years of professional experience

Work History

Scheduling Analyst, DRC Workforce Production

Liberty Mutual
08.2023 - Current
  • Manage high volumes of sales agents using analysis results to identify trends, patterns and gaps for building staffing and scheduling plans in accordance of business unit goals and objectives
  • Analyzes DD sale center office trends including call volume, call patterns, staff productivity and resource allocation
  • Increased accuracy in forecasting future workload demands by maintaining up-to-date records of employee availability, skill sets, and work preferences
  • Provide valuable insights into resource planning by conducting regular capacity analysis and present finding to senior management
  • Provide timely updates to stakeholders regarding schedule changes, potential risks, and mitigation strategies

Business Analyst 1, Claims Region Field

Liberty Mutual
12.2022 - 08.2023
  • Analyzes information to identify gaps, patterns and trends using descriptive analytics
  • Responsible for W1 zone adjusters by means of analyzing day-to-day workload, metrics and current state assessment
  • Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions
  • Responsible for claims offboarding and manual CE assignment pilots

Intraday, CRC/DRC Workforce Production

Liberty Mutual
04.2019 - 12.2022
  • Evaluate historical data trends against call arrival patterns and compare against previously determined forecast to make necessary staffing and workflow decisions
  • Allocates staffing resources by adjusting off-line activities, additional hours/overtime, cancelling of events
  • Provide timely updates to stakeholders regarding schedule changes, potential risks, and mitigation strategies
  • Evaluates and models data to provide reports, analyses and recommendations to enhance business results
  • Worked flexible hours across night, weekend, and holiday shifts

Education

I.T. Convergent Technology

Lake Dallas College
Irving
05.2001 -

Skills

    Workforce Planning

    Analytical/Problem Solving

    Critical Thinking

    Business Process Improvement

    Workflow Analysis

    Deadline management

    Teamwork and collaboration

    Multitasking

    Forecasting

Proficient

Microsoft Office

Excel

PowerPoint

IEX/Avaya

Power BI

Calabrio

Triton Reporting

Service Power

CBS

Accomplishments

  • Achieved automation reporting by introducing Power BI dashboard for short term forecast reporting
  • Tested, worked with developers for recommendations, and created training material for an attendance tracking system TimeTracker
  • Member of Excellence Committee designated for effectively identifying and eliminating waste for savings

Timeline

Scheduling Analyst, DRC Workforce Production

Liberty Mutual
08.2023 - Current

Business Analyst 1, Claims Region Field

Liberty Mutual
12.2022 - 08.2023

Intraday, CRC/DRC Workforce Production

Liberty Mutual
04.2019 - 12.2022

I.T. Convergent Technology

Lake Dallas College
05.2001 -

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MADELYN BARBERCapacity Management Analyst, Workforce Management
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