Summary
Overview
Work History
Education
Skills
Timeline
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Margaret Anderson

Miami,FL

Summary

Authorized to work in the US for any employer

Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

6
6
years of professional experience

Work History

Workforce Management Analyst

BroadPath Healthcare
Remote, FL
03.2022 - Current
  • Set and adjusted schedules to maintain optimal coverage and service levels.
  • Managed overtime, shift swaps, breaks, and PTO requests.
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Produced and updated documents, reports, and tracking spreadsheets using Excel.
  • Real-time monitoring, adherence, and adjustments.
  • Optimized schedules, forecasts, and other tools to present to management.

Workforce Real Time Analyst

Global Response
Miami, FL
08.2020 - 04.2022
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Managed over 6 accounts for call center.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Gathered information about each position and related occupation with employee interviews, field observations and industry research.
  • Optimized schedules, forecasts and other tools to present to management.
  • Prepared and maintained reports, dashboards and monthly packages.
  • Provided training on dashboard and package development to team members and management.
  • Managed overtime, shift swaps, breaks and PTO requests.

Customer Service Representative

Assurant
Miami, FL
06.2018 - 04.2020
  • File insurance claims for mobile devices to receive replacements through T-Mobile, Metro, Apple, Samsung, and Google.
  • Provide empathy and solutions for customers
  • Collect payments
  • Use of multiple systems.
  • Provided primary customer support to internal and external customers.
  • Provided information regarding charge accounts and loyalty programs.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Managed over 30 calls per day.

Customer Service Representative

Alorica
Miami, FL
08.2015 - 07.2017
  • Assist customers with moving their services from one location to another.
  • Provided any retention offers to retain customer if threaten to cancel services
  • Worked in high volume call center managing between 30-60 calls.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.

Education

Bachelor of Science - Psychology

Florida International University
Miami, FL
08.2025

Associate's degree - Psychology

Miami Dade College
Miami, FL
07.2021

High school diploma or GED -

Miami Southridge Senior High School
2013

Skills

  • Resolving issues
  • Data Collection & Research
  • Approving activities
  • Managing schedules
  • Analyzing patterns
  • Customer Service
  • Multitasking Abilities
  • Analytical and Critical Thinking
  • Data Entry
  • Teamwork and Collaboration
  • Leadership
  • Excellent Communication

Timeline

Workforce Management Analyst

BroadPath Healthcare
03.2022 - Current

Workforce Real Time Analyst

Global Response
08.2020 - 04.2022

Customer Service Representative

Assurant
06.2018 - 04.2020

Customer Service Representative

Alorica
08.2015 - 07.2017

Bachelor of Science - Psychology

Florida International University

Associate's degree - Psychology

Miami Dade College

High school diploma or GED -

Miami Southridge Senior High School

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Margaret Anderson