Mercedes Loney
Middleton,ID
Summary
Knowledgeable Workforce Analyst positions and customer care settings. By gathering, reviewing and monitoring Live data and past data; in order to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, fast problem-solving and planning abilities
Overview
3
3
years of professional experience
Work History
Workforce Management
Figo Pet Insurance
05.2023 - Current
- Enhanced workforce efficiency by developing and implementing strategic staffing plans.
- Streamlined scheduling processes for improved employee satisfaction and reduced turnover.
- Optimized workforce allocation through data-driven analysis and forecasting techniques.
- Reduced overtime costs by devising effective time management strategies and monitoring staff hours.
- Directed workforce management activities and set performance goals and objectives for center operations team.
- Oversaw workforce management planning, volume predictions and capacity planning.
Workforce Management Analyst
AmeriBenIEC Group
01.2022 - 05.2023
- Managed overtime, shift swaps, breaks and PTO requests.
- Improved office efficiency by effectively managing internal communications and correspondence.
- Responded to Emails and Phone calls Promptly and Efficiently
- Generated and analyzed reports to monitor employee engagement and attrition trends.
- Advocated for staff members, helping to identify and resolve conflicts.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Produced and updated documents, reports and tracking spreadsheets using Excel, Microsoft, Humanity And Avaya CMS.
- Forecasted Daily to insure proper Staffing.
Customer Care Representative
AmeriBenIEC Group
07.2021 - 01.2022
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Navigated multiple computer systems and applications to find information.
- White Glove Service to Members that had Questions and issues ab out their claims/ Health Care Benefits.
- Maintained and managed customer files and databases.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
High School Diploma -
Middleton High School
Middleton, ID05.2021
Skills
- Multi task though 5 monitors Daily
- Work Remote
- Data Analysis
- KPI Monitoring
- Microsoft Office, excel and Outlook
- Statistical Recording- Daily Tardy Report, ASA and Abandonment rate
- Quick Analytical and Critical Thinking Skills
- Workforce Improvements
- Data Communications
- Confidential Records Management
- Business Forecasting
- Time Tracking and Payroll Administration
- Excellent Customer care services
Software experience
- Avaya Soft/Headphone
- Avaya CMS
- Work Day
- Humanity
- Nice
- Verint Monet
- TalkDesk
- Excel
- Microsoft
- Microsoft Teams
- Outlook
Timeline
Workforce Management
Figo Pet Insurance
05.2023 - Current
Workforce Management Analyst
AmeriBenIEC Group
01.2022 - 05.2023
Customer Care Representative
AmeriBenIEC Group
07.2021 - 01.2022
High School Diploma -
Middleton High School
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