Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Margaret Anderson

Margaret Anderson

Summary

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. Over 3+ years of experience in workforce assessment. 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. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

11
years of professional experience

Work History

ILLUMIFIN

Program Coordinator
05.2023 - Current

Job overview

  • Developed and maintained relationships with external partners to facilitate program operations.
  • Kept program-related data accurate, up-to-date and easily accessible for accessibility.
  • Collaborated with other program coordinators to achieve consistency in program objectives and services.
  • Created and delivered program training and education to keep participants knowledgeable about program and provide necessary skills to participate productively.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.

The Home Depot Inc

Workforce Real Time Analyst
10.2022 - Current

Job overview

  • Optimized schedules, forecasts, and other tools to present to management.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Prepared and maintained reports, dashboards, and monthly packages.
  • Provided training on dashboard and package development to team members and management.
  • 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.
  • Experience using InContact (Nice), CXOne, DFO, Verint, Calabrio, Avaya, and Oracle.

BroadPath Healthcare

Workforce Management Analyst
03.2022 - 04.2023

Job overview

  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Produced and updated documents, reports and tracking spreadsheets using Excel.
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
  • Generated and analyzed reports to monitor employee engagement and attrition trends.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Optimized schedules, forecasts and other tools to present to management.

Global Response

Workforce Real Time Analyst
08.2020 - 04.2022

Job overview

  • Optimized schedules, forecasts and other tools to present to management.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Prepared and maintained reports, dashboards and monthly packages.
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Managed overtime, shift swaps, breaks and PTO requests.

Whelan Event Services

Security Officer
08.2020 - 01.2021

Job overview

  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
  • Conducted regular patrols of key areas to spot and control security concerns.
  • Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
  • Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
  • Patrolled and monitored premises by foot.

Assurant

Tier 2 Customer Service Representative
07.2018 - 04.2020

Job overview

  • Monitored systems in operation and quickly troubleshot errors.
  • Documented support interactions for future reference.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Managed high levels of call flow and responded to various technical support needs.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Analyzed and addressed escalated claims to resolve issues quickly.

Alorica

Customer Service Representative
08.2015 - 07.2017

Job overview

  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Greater Miami Service Corps

Youth Service Worker
02.2015 - 11.2015

Job overview

  • Maintained grounds by trimming, weeding, and general clean-up.
  • Removed weeds, hazards, and debris from common pathways to improve usability.
  • Operated landscaping equipment with focus on safety and machine longevity.

Marshalls

Retail Sales Associate
10.2012 - 05.2013

Job overview

  • Greeted customers and helped with product questions, selections, and purchases.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Organized store merchandise racks and displays to promote and maintain visually appealing environments.

Education

Florida International University
Miami, FL

Bachelor of Arts from Psychology/ABA
05.2024

University Overview

  • Dean's List
  • 3.6 GPA
  • Phi Theta Kappa Member
  • National Society of Leadership Member
  • summa cum laude graduate

Miami Dade College
Miami, FL

Associate of Arts from Psychology
05.2021

University Overview

  • Dean's List 2019, 2020, and 2021
  • 3.6 GPA
  • Phi Theta Kappa Member
  • summa cum laude graduate

Skills

  • Multi-Line Telephone Systems
  • Customer Service
  • Patient Registration
  • Administrative and Office Support
  • Microsoft Office
  • Outbound Calling
  • Insurance Verification
  • Data Collection
  • Maintaining Service Levels
  • Workforce Scheduling
  • Schedule Coordination
  • Real-Time Monitoring

Timeline

Program Coordinator
ILLUMIFIN
05.2023 - Current
Workforce Real Time Analyst
The Home Depot Inc
10.2022 - Current
Workforce Management Analyst
BroadPath Healthcare
03.2022 - 04.2023
Workforce Real Time Analyst
Global Response
08.2020 - 04.2022
Security Officer
Whelan Event Services
08.2020 - 01.2021
Tier 2 Customer Service Representative
Assurant
07.2018 - 04.2020
Customer Service Representative
Alorica
08.2015 - 07.2017
Youth Service Worker
Greater Miami Service Corps
02.2015 - 11.2015
Retail Sales Associate
Marshalls
10.2012 - 05.2013
Florida International University
Bachelor of Arts from Psychology/ABA
Miami Dade College
Associate of Arts from Psychology
Margaret Anderson