Mona Soza
Fresno,CA
Summary
Goal oriented and committed professional with over two years in Workforce Management and 6 years in Data Analytics. Focused on process building, education, training, and project execution. Highly committed with hardworking mentality and willingness to learn and evolve.
Overview
2
2
years of professional experience
Work History
Workforce Planning Manager
T-Mobile
03.2023 - Current
- Facilitate creation of short term and long term staffing plans, completion of new site ramp plan, and line of business conversions
- Management of site hierarchy and maintenance of site workforce of 1400 full time employees
- Coordinated with Operations Leadership to manage site movement, promotions, staff management and attrition
- Present in weekly staffing meetings regarding site attrition, hybrid/site capacity needs, future staffing plan, and realignment staffing to meet call curves for multiple lines of business
- Partnered with Compensation team ensuring accurate hierarchal sorting to prevent pay impacts
- Created and maintained precise and accurate employee rosters, reports, and training presentations
- Collaborated with cross-functional teams to develop strategies for optimizing staffing levels.
Resource Planning Analyst
T-Mobile
10.2021 - 03.2023
- Created a curriculum for and mentored junior analysts on best practices in workforce management analytics techniques
- Developed and implemented multiple processes for new team of analysts
- Created and continually taught Coach Essentials program for new Operations Leaders
- Monitored weekly/daily call queues and communicated impacts and updates to Operations including system maintenance, downtime and event planning
- Provided consistent insights to resolve unaccounted for time, reduce offline time and improve performance metrics
Education
Media Arts
Boise State University
Boise, IDSkills
- Professional and Courteous
- Workforce Planning and Management
- Staff Training
- Teamwork and Collaboration
- Proficient in Microsoft Excel and Powerpoint
- Problem Resolution
- Cross-Functional Teamwork
- Dependable and Responsible
- Organizational Skills
- Database Building and Management
Timeline
Workforce Planning Manager
T-Mobile
03.2023 - Current
Resource Planning Analyst
T-Mobile
10.2021 - 03.2023
Media Arts
Boise State University