Rodney Stockton
Mesa,AZ
Summary
Proficient Workforce Analyst adept at collecting, evaluating and modeling data sets to make forward-thinking improvements to workforce plans. Well-organized and knowledgeable with top skills in complex problem-solving and strategic decision-making. Prepared to offer 11 years' experience and seeking a dynamic new position.
Overview
11
11
years of professional experience
Work History
Operations Manager
American Expediting
Mesa, AZ
10.2023 - Current
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Produced SOPs to document workplace procedures and optimize productivity through standardization.
Workforce Management Supervisor
American Expediting
Mesa, AZ
03.2023 - 10.2023
- Developed and implemented effective workforce management strategies to ensure optimal staffing levels.
- Monitored employee attendance records, tardiness, and absenteeism to identify any potential issues.
- Conducted regular performance reviews with team members to assess their progress and provide guidance for improvement.
- Generated reports regarding the productivity of the workforce in order to track progress against goals.
- Created weekly schedules that balanced the workload of each employee while meeting customer demands.
- Collaborated with other departments in order to coordinate workflow across multiple teams.
- Facilitated regular meetings with staff members in order to discuss current projects, address problems, and brainstorm solutions.
Senior Workforce Analyst
Express Scripts - Cigna
Mesa, AZ
05.2013 - 06.2022
- Developed and implemented workforce planning strategies to ensure optimal staffing levels and improve efficiency.
- Analyzed labor utilization data to identify trends and determine areas of improvement.
- Conducted comprehensive research to evaluate current and future workforce needs, including labor market analysis.
- Created forecasting models for recruitment, attrition, hiring, and training activities.
- Identified opportunities for process improvements through analysis of existing workflows.
- Facilitated regular meetings with senior executives to review progress towards achieving strategic objectives related to workforce optimization efforts.
- Generated detailed reports outlining findings from data analysis projects conducted throughout the organization.
- Monitored real-time labor performance metrics and identified areas for improvement.
- Analyzed current workforce management practices to ensure compliance with applicable laws and regulations.
- Developed reports on employee productivity, overtime utilization, and attendance trends.
- Conducted research on industry best practices in workforce planning techniques.
- Assessed the impact of proposed changes to organizational structure on workforce capacity.
- Created detailed forecasts of future labor needs based on historical trends and market conditions.
- Generated ad hoc reports upon request from senior leadership team members.
- Managed communication between managers, employees, payroll administrators, and third-party vendors.
- Utilized statistical analysis methods to assess the effectiveness of various workforce initiatives.
- Handled all schedule-related requests, including PTO, shift swaps and overtime.
- Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.
- Collaborated with senior and department leaders to develop and implement workforce plans.
- Created reports to analyze labor utilization, overtime, and cost savings opportunities.
- Developed forecasting models to ensure optimal staffing levels in call center operations.
- Monitored adherence to service level objectives and provided real-time guidance as needed.
- Performed trend analysis on historical data to identify areas for improvement or optimization.
- Created and updated different documents, reports and spreadsheets with software such as Aspect, IEX, Genesys and Verint.
Education
Bachelor of Science - Information Technology
Northern Arizona University
Flagstaff, AZ12-2021
Associate of Science - Information Technology
Maricopa Community Colleges - Chandler-Gilbert Community College
Chandler, AZ12-2020
Skills
- Strategic Thinking
- Time Management
- Decision-Making
- Interpersonal Communication
- Analytical Thinking
- Effective Communication
- Performance Optimization
- Data and Trends Analysis
- Queue Management
- Service Level Agreements
- Stakeholder Management
- KPI Monitoring
- Employee Development
- Continuous Improvement
- Task Prioritization
- Coaching and Mentoring
- Scheduling expertise
- Corrective Action Planning
- Leadership Development
- Improving Organizational Standards
- Team building
- IEX, Aspect, Avaya, Genesys, Amazon Connect
Timeline
Operations Manager
American Expediting
10.2023 - Current
Workforce Management Supervisor
American Expediting
03.2023 - 10.2023
Senior Workforce Analyst
Express Scripts - Cigna
05.2013 - 06.2022
Bachelor of Science - Information Technology
Northern Arizona University
Associate of Science - Information Technology
Maricopa Community Colleges - Chandler-Gilbert Community College
Similar Profiles
Richard J. KarlinchakRichard J. Karlinchak
Operations Manager at American ExpeditingOperations Manager at American Expediting
Cory WilliamsCory Williams
National Sales Director at American ExpeditingNational Sales Director at American Expediting
Kristi MartinezKristi Martinez
Dispatcher/Warehouse Manager at American ExpeditingDispatcher/Warehouse Manager at American Expediting
Mark SannerMark Sanner
VP of Commercial Solutions and Customer Expereince at American ExpeditingVP of Commercial Solutions and Customer Expereince at American Expediting
Elizabeth CastroElizabeth Castro
Sr Account Executive at EfinancialSr Account Executive at Efinancial