Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Rachel Hill

Lakeland,USA

Summary

Dynamic Workforce Management Analyst with expertise in WFM software and data analysis. Proven track record of optimizing call center performance, achieving service levels above 80%. Strong communicator and self-starter, adept at real-time adjustments and cross-department collaboration to enhance operational efficiency.

Overview

16
16
years of professional experience

Work History

Workforce Management Analyst

WellDyneRx
Lakeland, FL
11.2015 - 06.2025
  • Use of Aspect, Alvaria WFM Platform, Cisco UCCX, and Amazon Connect.
  • Monitoring real-time call queues to ensure calls are answered within the goal.
  • Key metrics: 3% or less abandon rate, 30 seconds or less ASA, and 80% or higher service level. Adjustments to key metrics are made based on contractual agreements for different clients.
  • Ensuring all representatives are properly skilled to ensure all calls are answered. Including making any needed changes throughout the day.
  • Optimizing schedules in real time based on same-day needs. This may be adding last-minute, out-of-seat items (coaching, training, and meetings). Making adjustments based on call-outs and the impact to the overall center (usually adjustments to breaks and lunches).
  • Alerting operations to agent behaviors: incorrect states or in states longer than scheduled. Long talk times (impacting AHT).
  • Creating and maintaining custom reports.
  • Creating reports to house stats for the whole call center based on the contractual goals. Working with Ops and executives to ensure we are capturing all reporting needs. This would be used to report to clients either daily, monthly, or quarterly.
  • Other reporting examples: Shrinkage, Adherence, Containment (this would be used if you have multiple lines of business), Short calls, or Long calls (depending on ACD, this can help to see agents that have multiple short calls or calls that are longer, outside AHT goals). Outlier reporting.
  • Intra-day reporting: Alerting usually in real-time (based on which communication channel is used) to let operations know how the center is performing throughout the day.
  • IVR reporting.
  • All reporting must be maintained and updated based on changes in the business and staffing.
  • Scheduling
  • Schedule creation.
  • Shift bids.
  • Updating and maintaining existing schedules.
  • Plot and schedule out-of-seat items based on the business need: trainings, meetings, coachings, and any other items that may come up that need to be scheduled.
  • Overtime / VTO needs.
  • Instances of PTO that fall outside what is set in the WFM platform.
  • Holiday bids and company events.
  • Implementation Aspect: Alvaria WFM Platform.
  • Assisted in the initial build and implementation of Aspect. At the time, Cisco ACD was being used. The end of 2023 ACD was changed to Amazon Connect, and Aspect had to be integrated with Amazon's ACD.
  • Use and Maintain Aspect/Alvaria.
  • All admin duties: This is a broad range of things; some of them are:
  • Adding users, maintaining employee information, and terminating employees.
  • Updating codes (segments).
  • Creating and maintaining rules.
  • Group allowances.
  • Reconciling PTO (entitlement) balances.
  • Forecasting: Creating IDPs.
  • Scheduling
  • Setting up new lines of business.
  • Weekly meetings with Operations to discuss things happening in the center: This ranges from talks about the performance of the center and where we are in our client goals to agent concerns and staffing needs.
  • Working across departments to ensure we are aligned on company action items: training (new hires), and assistance from the center for staffing items needed from other departments (this could be that we have agents who have the skill set to assist other departments).
  • Forecasting: short-term and long-term.
  • Capacity planning.

Lead Representative Assignment

WellDyneRx
06.2014 - 11.2015
  • Responded promptly to internal inquiries from agents via instant messenger and email.
  • Handled escalated member calls, ensuring resolution of all concerns.
  • Assisted supervisors with various operational needs as required.

Client Liaison for 4D Pharmacy – Mail Order Client

WellDyneRx
06.2014 - 11.2015
  • Analyzed and triaged escalated concerns from 4D members prior to referral to Client Services.
  • Collaborated with Account Manager and Coordinator on escalated issues beyond Member Services Management.
  • Responded promptly to client inquiries regarding member accounts for swift resolution.

Call Handling as Member Services Representative

WellDyneRx
10.2012 - 06.2014
  • Resolved member inquiries about plan coverage, account status, and claims assistance.
  • Managed inbound calls to deliver timely support to members and clients.
  • Updated member accounts and processed refill orders with high efficiency.
  • Troubleshot claim issues for pharmacies to ensure seamless operations.

Food Server

Hearth At Juday Creek
Granger, IN
06.2011 - 09.2012
  • Served meals to residents at assisted living facility.
  • Ensured dining area remained clean and organized for each meal.
  • Assisted kitchen staff in preparing side dishes and dessert trays.
  • Maintained cleanliness and compliance in dish room by properly storing clean dishes.

Customer Service Representative

Aerotek At Whirlpool
Benton Harbor, MI
07.2009 - 12.2010
  • Processed inbound calls, taking consumer part orders efficiently.
  • Handled escalated calls for parts department to resolve complex issues.
  • Tracked orders and troubleshot issues while establishing subscriptions.
  • Created and verified consumer profiles to ensure accuracy.
  • Generated invoices and emailed them promptly.
  • Opened and processed incoming mail orders swiftly.

Education

Associate in Arts - Business Administration

Strayer University
Tampa, FL
12.2020

Associate of Arts - Business Administration

University of Phoenix
Phoenix, AZ
02.2015

High School Diploma -

Union High School
Dowagiac, MI
05.2005

Skills

  • Microsoft Office Suite
  • WFM software expertise
  • ACD and reporting systems
  • Deadline management
  • Attention to detail
  • Effective communication
  • Self-starter
  • Adaptability
  • Data analysis

References

References available upon the establishment of mutual interest.

Timeline

Workforce Management Analyst

WellDyneRx
11.2015 - 06.2025

Lead Representative Assignment

WellDyneRx
06.2014 - 11.2015

Client Liaison for 4D Pharmacy – Mail Order Client

WellDyneRx
06.2014 - 11.2015

Call Handling as Member Services Representative

WellDyneRx
10.2012 - 06.2014

Food Server

Hearth At Juday Creek
06.2011 - 09.2012

Customer Service Representative

Aerotek At Whirlpool
07.2009 - 12.2010

Associate in Arts - Business Administration

Strayer University

Associate of Arts - Business Administration

University of Phoenix

High School Diploma -

Union High School

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