RACHEL HARDY
Saint Paul,MN
Summary
Detail-oriented Workforce Coordinator prepared to offer 25 years of experience and wide-ranging expertise to call centers. Knowledgeable about Call Centers, Scheduling and Forecasting and skilled in communication, organization, and task prioritization. Seeking new professional challenges and room for growth. Seeking opportunity in Workforce Management.
Overview
15
15
years of professional experience
Work History
Business Analyst 3
Huntington Bank
04.2020 - Current
- Realign production schedules to factor in changing conditions such as staffing shortages and changing workload.
- Work with management to develop strategic and tactical plans to meet different requirements.
- Set and adjust schedules to maintain optimal coverage and service levels.
- Work closely with management teams to plan, develop, coordinate and execute technical strategies aligned to company's vision, mission and purpose.
- Manage overtime, shift swaps, breaks and PTO requests.
Workforce Management Analyst
Comcast
06.2013 - 03.2020
- Compiled service level related data and trending for distribution to operations
- Produced and updated documents, reports and tracking spreadsheets using Excel, Word and SQL
- Validated results and performed quality assurance to assess accuracy of data
- Historical analysis of interval, day of week, monthly, and annual volume and handle time data by line of business
- Analyzed forecast to actual volume and handle time variances and maintaining an event trending model
- Set and adjusted to schedules to maintain optimal coverage and service levels
- Worked with management to develop strategic and tactical plans to meet different requirements
- Identified interval and day of week factors where staffing is below need and recommending potential solutions
- Provided reporting for daily, weekly, and monthly forecast analysis and ad-hoc reporting in support of decision-making
Education
Associate of Science - Networking Engineer
ST. PAUL TECHNICAL COLLEGE
Saint Paul, MNSkills
- Workforce Scheduling
- Working with Vendors
- Workforce Management Tools
- KPI Monitoring
- Forecasting Expertise
- Determining Staffing Needs
- Data Analysis
- Microsoft Office
- Real-Time Monitoring
- Maintaining Service Levels
- Team Relationships
- Analyzing Patterns
- Compiling Data
- Policy and Procedure Writing
- Report Preparation
- Approving Activities
- Call Routing
- Staffing Requirements
- Verint
- Aspect/Alvaria
- CMS
- RTA
- Avaya
- Cisco
- MS Office
Timeline
Business Analyst 3
Huntington Bank
04.2020 - Current
Workforce Management Analyst
Comcast
06.2013 - 03.2020
Associate of Science - Networking Engineer
ST. PAUL TECHNICAL COLLEGE