Summary
Overview
Work History
Education
Skills
Core Knowledge Skills
References
Affiliations
Timeline
Generic

Oquana Pleasant

Atlanta,GA

Summary

Proficient Lead Workforce Analyst adept at collecting, evaluating, and modeling data sets to make forward-thinking improvements to workforce plans. Flexible and focused with expertise in leading, staff training and development, Well-organized and knowledgeable with top skills in complex problem-solving and strategic decision-making. Prepared to offer 6 years of experience and seeking a dynamic new position.

Overview

14
14
years of professional experience

Work History

Workforce Analytics Specialist II

Cox Automotive
Atlanta, GA
12.2018 - Current
  • Analyze data to identify trends and opportunities for operational improvement, collaborating with teams to implement solutions.
  • Developed and implemented specialized procedures for customer service operations.
  • Assisted in developing strategies to increase customer satisfaction levels.
  • Conducted regular meetings with staff to review progress and address any concerns.
  • Develop scheduling matrices to optimize staffing and ensure service level achievement.
  • Prepare and distribute timely Intraday reports to management and partners.
  • Act as primary contact for skilling and data provision, ensuring correct employee assignments.
  • Spearheaded the enhancement of outage processes across business units, leading communication efforts and training sessions.
  • Saved the company significant costs during outages by strategically reallocating resources to handle unexpected call volume efficiently.
  • Registered mentor, providing career development support within the organization.
  • Coordinated with other departments to ensure efficient workflow processes.

Workforce Analyst

Alorica
12.2014 - 05.2018
  • Analyzed data to improve daily production team objectives
  • Managed staffing levels, agent performance, and adherence
  • Provided reporting on absenteeism and other workforce metrics
  • Assisted in employee skilling and data provision for correct assignments
  • Fulfilled ad hoc reporting requests and identified trends for KPI improvement.

Quality Assurance Data Analyst

The Student Loan Relief Department
07.2010 - 12.2014
  • Reviewed and processed consolidation request files, ensuring accuracy and completeness
  • Verified client qualifications through various methods
  • Maintained activity logs, prepared reports, and responded to information requests.

Education

Bachelor of Science - Business Leadership

University of Arizona Global Campus
Phoenix, AZ
11-2023

Skills

  • MS Office
  • Salesforce
  • Cross-Functional Collaboration
  • Management Collaboration
  • Organizational Development
  • Customer Service Expertise
  • Skill Development
  • Staff Training
  • Processes And Procedures
  • Conflict De-Escalation
  • Administrative Leadership
  • Documentation Management
  • Process Data Analysis
  • Verbal And Written Communication
  • Kronos
  • Genesys
  • Slack
  • SharePoint
  • Tableau

Core Knowledge Skills

  • Administrative and managerial support
  • Data administration
  • Confidential correspondence management
  • Office operations
  • Social media and internet research
  • Time management
  • Client relationship management
  • Incident management during outages
  • Forecasting and scheduling

References

Available upon request.

Affiliations

  • Volunteer Committee
  • Registered Mentor and Mentee
  • Peer Training and Development

Timeline

Workforce Analytics Specialist II

Cox Automotive
12.2018 - Current

Workforce Analyst

Alorica
12.2014 - 05.2018

Quality Assurance Data Analyst

The Student Loan Relief Department
07.2010 - 12.2014

Bachelor of Science - Business Leadership

University of Arizona Global Campus

Similar Profiles

CREATE PROFILE
Oquana Pleasant