NICOLE KEIRSEY, MPA,MPH,SHRM-CP

• Partner with Operations, putting customer experience at the forefront when managing through challenges.
• Collaborate and build trusting relationships with business partners and those we serve.
• Enable data-driven decisions that establish Workforce Planning & Support as a 'trusted advisor'.
• Plan and facilitate effective meetings, providing clear communication of tasks at hand and appropriate follow up to keep channels of communication open across stake holders.
• Improve inventory planning and alignment between Workforce Analysts (WFA), Short Range Planning (SRP), Long Range Planning (LRP), Scheduling & Configuration, and Industrial Engineering (IE) teams by analyzing data, identifying opportunities to planning partners to ensure appropriate staffing and inventory/aging service levels.
• Effectively communicate the daily work direction plan for/to Operations, Supervisors, Managers, Directors, and VPs, verbally and/or in writing.
• Conduct data analysis of current state inventory, receipts, completions, capacity, and agent performance including intraday data and metric monitoring, detect inventory and performance issues, and immediately communicate concerns- collaborating with Operations partners to make necessary adjustments to solve for broken process, routing, or other issues causing stalled inventory/service, which includes ensuring that roadblocks, holds, and other issues are escalated with appropriate urgency.
• Support the preparation, maintenance and analysis of reports, dashboards and monthly packages relating to staffing, inventory, and production levels, aging of inventory, and effectiveness of performance.
• Analyze performance and make recommendations to ensure financial goals are achieved. (PGs, Financial OT)
• Seek automation opportunities through excel

• Provide support to recruiters, hiring managers, and candidates during the interview scheduling process
• Deliver scheduling requests in a timely manner
• Collaborate as liaison between recruiters, candidates, and hiring managers
• Assist candidates with troubleshooting 'TEAMS' ahead of interview as needed
• Act as a partner in requisition management with recruiting team as a requisition management team member
• Effectively use Smartsheets to fulfill requests for requisition posting, clones, requisition updates and cancelations
• Selected to participate in mass scheduling request
• Selected to join requisition management team before 6 months employed

• Provided guidance to facilities eligible for free Covid testing program funded by Health and Human Services
• Collaborate on presentations for government stakeholders in public health
• Evaluate sites for progress towards testing
• Ensure satisfaction by providing troubleshooting assistance
• Developed a concise method of tracking onboarding process for external stakeholders
• Articulated virtual training for client employees to ensure proficiency in navigating online platform
• Conducted presentations for private and public stakeholders at all levels
• Established large client base through cold calls and incoming calls
• Developed a system for tracking outreach leading to outstanding number of contracts
• Successfully recruited 300+ Client Facilities into program with superior customer success
• Selected to participate in training delivery and knowledge management
• Selected to participate in HIPAA and Testing Consent Audits

• Partnered with operations to ensure quality virtual training
• Collaborated with human resources to ensure smooth onboarding through scheduling
• Evaluated new hire ability to navigate salesforces system virtually
• Developed an interactive virtual training though updated evidence-based knowledge management
• Developed a learning program accessible to all learning styles
• Provided instruction for adult learners of all educational levels
• Served as bilingual (English/Spanish) instructor
• Exceeded expectations for agent exit scores and content mastery
• Assisted with quality assurance and coaching of agent for 3 teams of 100 agents each
• Development more functional format for online learning
• Revised course materials to be more encompassing to all learners
• Maintained improved call quality scores for agents through effective training methods

• Partnered with operations for the West Texas Market to staff all levels of employees for 33 stores consisting of approximately 55-150 team members per unit
• Developed and submitted weekly staffing reports for all 33 stores
• Participated in interprofessional review boards for hiring process
• Served as bilingual (English/Spanish) specialist for recruiting efforts
• Implemented plans for job fairs and increased communication with colleges and universities to promote awareness of staff openings
• Maintained close relationship with regional partner recruiter to collaborate on projects as needed
• Collaborated with West Texas training team to deploy updated training and content development
• Exceeded staffing goals by facilitating virtual hiring initiative to increase staffing for select/understaffed units that were affected by COVID-19 situation
• Increased staffing by 10% in first quarter with company (2019 Q4), as well as increased sales across 33 units, by developing and implementing improved staffing plans that focused on lagging market
• Reduced staffing turnover by instituting improved screening efforts and hiring qualified candidates for assigned units
• Increased number of applicants due to community outreach and marketing measures

• Tasked with grading and evaluation of 200+ student essays per week for online classes
• Provided support to assigned professor in areas such as class discussions, lesson preparation, and student disciplinary issues in the online setting
• Evaluated adult learning assessments within Learning Management System for online learning
• Served as liaison for student and instructor to promote their talent, skills, and educational endeavors
• Provided timely responses to class inquiries
• Awarded merit-based fellowship for 2 years, maximum allowed
• Received top-tier evaluations from students
• Alleviated issues when short-staffed by developing protocol to distribute extra students to available Teaching Assistants

• Provided care for patients undergoing care during times of crisis
• Collaborated with interdisciplinary healthcare team
• Provided exceptional case notes for patients throughout the day for psychiatrist
• Facilitated discussions with interprofessional stakeholders for client needs
• Worked with patients to deescalate behaviors during times of dangerous behaviors
• Provided mental health first aid
• Monitored patients for change in behavior
• Achieved higher understanding of community needs and environmental impact on mental health
• Learned techniques for helping others during times of interpersonal conflict
• Development unmatched task priority skills

• Provided administrative support of multi-level employees and departments within the student business services area and financial services
• Provided certified notation of student inquiries for billing statements
• Assisted staff with explanation of billing codes to parents and students through financial literacy
• Worked within federal regulations to maintain compliance for all procedures

GPA: 3.7 of 4.00

GPA: 3.5