Noël Potter
Salt Springs,USA
Summary
Workforce Management Analyst with proven expertise in real-time adherence monitoring and staffing optimization. Skilled in utilizing workforce management tools and data analytics to enhance operational efficiency and boost agent productivity. Experienced in collaborating with cross-functional teams to identify service-level challenges and implement effective, data-driven solutions. Proficient in advanced Excel functions, reporting, and workforce forecasting to support strategic staffing initiatives.
Overview
16
16
years of professional experience
Work History
Dental Claims Processor
Cigna
11.2023 - Current
- Process high volumes of dental claims with accuracy and efficiency, ensuring compliance with policy guidelines.
- Review and verify claim submissions, resolving issues to maintain customer satisfaction.
- Work in a goal-oriented setting, consistently meeting quality and productivity metrics.
Lifeguard Instructor
Ace Aquatics
04.2023 - Current
- Conduct engaging training sessions to educate individuals on critical safety and rescue techniques.
- Effectively communicate complex information in an understandable manner, ensuring high retention rates.
- Provide a structured yet adaptable learning environment to maximize participation and skill development.
Customer Service Representative
Empower
09.2022 - 11.2023
- Provided exceptional customer service via phone, email, and live chat, addressing inquiries regarding products, services, and account details.
- Actively listened to customer concerns, identified underlying issues, and provided tailored solutions to enhance satisfaction.
- Exercised independent judgment to resolve issues within company guidelines, ensuring efficient problem-solving and resolution.
- Documented customer interactions accurately within the CRM system to track inquiries and identify improvement opportunities.
- Maintained flexibility in handling diverse customer inquiries and adapted to evolving priorities and procedures.
Customer Service Representative (Cold Calling Sales)
Express Scripts
08.2021 - 09.2022
- Conducted outbound cold calls to potential clients, introducing Express Scripts' pharmacy benefit management services.
- Exceeded sales targets by effectively converting cold calls into new client accounts.
- Leveraged persuasive communication to overcome objections and close deals.
- Maintained and nurtured a pipeline of leads using CRM tools to maximize conversions.
- Assisted in negotiating contracts and securing new clients by delivering compelling sales pitches.
- Ensured compliance with healthcare regulations and company sales guidelines.
Dental Customer Service Advocate
Cigna
06.2017 - 12.2020
- Delivered exceptional customer support, educating individuals on medical and dental benefits.
- Clarified out-of-pocket costs and explained claims and billing procedures.
- Assisted customers in finding in-network providers and utilizing wellness programs.
Floor Sales Specialist & Department Manager
Lowes
06.2015 - 06.2017
- Consistently surpassed sales targets by providing tailored flooring solutions.
- Trained in upselling techniques to increase average transaction value.
- Managed high customer traffic, ensuring smooth transactions and customer satisfaction.
- Promoted to Flooring Department Manager within three months due to outstanding sales performance and leadership potential.
- Managed a small team, delegating tasks and ensuring smooth department operations through daily, weekly, and monthly task planning.
- Fostered a customer-first approach by resolving issues, handling complaints, and ensuring satisfaction with purchases and installations.
WFM RTA Associate & Team Manager
Alorica
10.2009 - 05.2014
- Monitored call queues and agent performance with workforce management tools to optimize staffing levels.
- Identified staffing gaps and queue buildups, implementing real-time solutions through schedule adjustments.
- Compiled and analyzed workforce metrics, delivering insights on Average Handle Time and adherence.
- Adjusted staffing dynamically according to call volume fluctuations to minimize wait times.
- Collaborated with internal teams and external providers to ensure compliance and enhance service levels.
- Provided agents with immediate feedback, tracking trends and recommending corrective actions for efficiency.
- Assisted in workforce planning by analyzing historical data to identify seasonal trends and staffing needs.
- Created dashboards and reports to track key metrics, offering actionable insights on productivity.
Education
Bachelor of Science - Recreation and Sports Management
Southeastern Oklahoma State University
Durant, OK12-2020
Skills
- Workforce monitoring and adherence tracking
- Intraday queue management
- Call center performance metrics
- Workforce scheduling and planning
- Data reporting and analysis
- Business intelligence tools
- Microsoft Excel proficiency
- Cross-functional collaboration
- Performance coaching and compliance
- Problem-solving and escalation management
- Forecasting and capacity planning
- Staffing adjustments and scheduling
- Call routing optimization
- Quality assurance and compliance monitoring
- Multitasking in high-pressure environments
Additional Information
Proficient in industry-standard Workforce Management (WFM) platforms including eWFM (Aspect), GMT, NICE IEX, and Verint, with hands-on experience in agent scheduling, shift management, and real-time adherence to support operational efficiency and service level goals.
References
References available upon request.
Timeline
Dental Claims Processor
Cigna
11.2023 - Current
Lifeguard Instructor
Ace Aquatics
04.2023 - Current
Customer Service Representative
Empower
09.2022 - 11.2023
Customer Service Representative (Cold Calling Sales)
Express Scripts
08.2021 - 09.2022
Dental Customer Service Advocate
Cigna
06.2017 - 12.2020
Floor Sales Specialist & Department Manager
Lowes
06.2015 - 06.2017
WFM RTA Associate & Team Manager
Alorica
10.2009 - 05.2014
Bachelor of Science - Recreation and Sports Management
Southeastern Oklahoma State University
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