Summary
Overview
Work History
Education
Skills
Timeline
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Michelle Holzerland

Tonawanda,NY

Summary

Dynamic and results-oriented professional with extensive experience at SaveOnSP, adept at KPI monitoring and scheduling optimization. Excelled in managing schedules and maintaining service levels, demonstrating exceptional organizational skills and a positive attitude under pressure. Proven track record in enhancing operational efficiency and customer service excellence.

Overview

17
17
years of professional experience

Work History

Workforce Analyst

SaveOnSP
Buffalo, NY
11.2022 - Current
  • Forecast call volumes, and ensure all queues are staffed appropriately to meet defined Key Performance Indicators and Service Level Agreements.
  • Generate agent schedules and assign shifts with attention to coverage requirements.
  • Collaborate to make staffing decisions that support operational objectives, and handle the communication and coordination with workforce leadership.
  • Ensures completion of enterprise-wide training initiatives (including HIPAA, cybersecurity, etc.) across all departments.
  • Reviews call avoidance and adherence reporting daily, creates new reports per ad hoc requests.
  • Proactively react in real time whenever there is a service-level failure to mitigate risk. Maintain all KPIs and SLAs through intraday management and staffing actions.
  • Review current processes of real time management to uncover potential opportunities for improved efficiency.
  • Recognize and interpret trends and provide recommendations for operational improvement as necessary.
  • Provide accurate and insightful reporting to improve business intelligence on a daily, weekly, monthly, and ad-hoc basis as needed.
  • Assist in training new team members.

Workforce Coordinator

SaveOnSP
Buffalo, NY
08.2021 - 11.2022
  • Handle daily callouts and attendance.
  • Verifies on-time agent arrival at the start of each shift. Verifies clock-ins in Kronos.
  • Ensure agents are adherent to their schedules to maintain staffing optimization and productivity, identify and escalate call avoidance behaviors, and identify real-time metrics risks.
  • Responds to all emails received in the Workforce inbox within 10 minutes, or forwards items to the appropriate audience.
  • Reschedule missed breaks, meetings, training etc
  • Reacts in real-time to out of adherence alarms, investigates and escalates to appropriate audiences as needed.
  • Live monitors agent screens to verify productivity, ensures scheduled items (training, OBC, task time, etc.) are being utilized appropriately.
  • Evaluates schedule change requests, determines eligibility and updates Calabrio/Kronos if applicable, or escalates to appropriate audience.
  • Process staffing updates (agents going on/returning from leave, resignations/terminations, etc.) on the Calabrio schedule and in Kronos.
  • Analyzes previous day’s end of shift activity in Calabrio adherence, advises supervisors of any call avoidance behaviors. Determine if trends/patterns exist. Provides supporting documentation.

PSR

SaveOnSP
Buffalo, New York
11.2020 - 08.2021
  • Provide excellent customer service to all members and pharmacy representatives.
  • Take and make calls to members and identify what each individual needs from us and resolve any issues that arise.
  • Enroll members in manufacturer copay assistance programs.
  • Work with members, pharmacy, and our billing team to resolve member billing issues. Take accurate notes and maintain up to date member accounts.
  • Follow up with members when needed to ensure accounts are completed properly and will not hold up medication.
  • Work in small groups on reporting projects. Take notes on errors in the reporting tool and provide feedback to ensure any errors get corrected.

Accounting Team Leader

Wegmans
Buffalo, NY
07.2018 - 11.2020
  • Manage a team of full and part time accounting employees. Manage performance and develop employees, provide resources, training, feedback, and development opportunities. Conduct yearly reviews.
  • Run department meetings.
  • Do weekly forecasting of sales and write accounting department schedule based off forecast and last years sales and hours.
  • Oversee total store accounting operations; balance and maintain money (tills, sales, ATM, lottery, store expenses, loans etc), verify payroll and financial data accuracy. Perform hourly pick ups and readings to monitor sales and revenue, check for overages/shortages and causes for discrepancy.
  • Audit cashiers and ensure office operations run efficiently, safety and security of store assets is maintained, practices and procedures are followed, and confidentiality is upheld.
  • Manage payroll for roughly 25 departments and all timecards and punches for 500+ employees. Payroll was done daily to fix timecard errors and transfer time to the correct accounts. Payroll was finalized weekly to ensure all employees received accurate paychecks.
  • Assist store manager with weekly store projections. Compared sales, units, and hours used from comparable weeks to forecast this years projections and labor needs. Review and suggest number of hours each department should cut or add to fit projected business needs. Report store projections to division management and make any needed adjustments.
  • Write the Frond End schedule on a weekly basis taking into account current sales trends, time of year, current events etc.

Accounting Office Coordinator

Wegmans
Buffalo , New York
04.2014 - 07.2018
  • Balance tills daily
  • Review and edit payroll for the store
  • Place orders for money, stamps, EZ pass, lottery tickets

Front End Coordinator

Wegmans
Buffalo , NY
05.2013 - 04.2014
  • Manage daily cashier schedule
  • Assisted customers with product concerns
  • Completed weekly cashier observations
  • Communicated goals from upper management to my team of cashiers

Cashier/Helping Hands/Service Desk

Wegmans
Buffalo , New York
09.2007 - 05.2013
  • Bag groceries
  • Daily customer interaction
  • Assisting customers with loading groceries
  • Maintain lot cleanliness
  • Answer and direct incoming customer phone calls
  • Handle customer refunds
  • Problem solve customer issues and complaints
  • Multitask daily duties such as lottery, money gram, and bottle returns

Education

Bachelor of Science - Sociology

SUNY Buffalo State
Buffalo, NY
12-2012

Skills

  • Managing schedules
  • Maintaining service levels
  • Scheduling optimization
  • Determining staffing needs
  • KPI monitoring
  • Customer service experience
  • Organizational skills
  • Keeps a level head and positive attitude under pressure
  • Quickly learn and operate new software
  • Detail oriented
  • Verbal and written communication
  • Work well independently and as part of a team

Timeline

Workforce Analyst

SaveOnSP
11.2022 - Current

Workforce Coordinator

SaveOnSP
08.2021 - 11.2022

PSR

SaveOnSP
11.2020 - 08.2021

Accounting Team Leader

Wegmans
07.2018 - 11.2020

Accounting Office Coordinator

Wegmans
04.2014 - 07.2018

Front End Coordinator

Wegmans
05.2013 - 04.2014

Cashier/Helping Hands/Service Desk

Wegmans
09.2007 - 05.2013

Bachelor of Science - Sociology

SUNY Buffalo State

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Michelle Holzerland