Summary
Overview
Work History
Education
Skills
Software Systems
References
Timeline
Generic

Shalinda McDowell

Arlington,TX

Summary

Dedicated to keeping optimal staffing levels to meet service needs. Skilled at delivering new-hire training on attendance issues, as well as monitoring workflow patterns and managing schedule changes. Writing detailed reports, maintaining tracking spreadsheets and generating forecasts.

Overview

32
32
years of professional experience

Work History

Lead Photographer

Cady Studios
Grapevine, TX
05.2021 - Current
  • Organized, edited and retouched digital images for client use.
  • Selected, captioned and color-corrected photos for photo sales, website galleries and slideshows.
  • Assembled professional lighting and photography equipment to produce product and head shot photographs.
  • Scheduled studio time for photoshoots and contacted subjects and photographers.
  • Adjusted apertures, shutter speeds and camera focus according to combinations of factors, including lighting, depth of field, subject motion and exposure speed.
  • Edited digital images lightly or with advanced techniques to create desired effects.
  • Uploaded digital images for editing, archiving, and electronic transmission.
  • Coordinated and completed photoshoots for individuals, families and small groups.

Global Workforce Management Sr Analyst

Citibank
Irving, TX
12.1996 - 03.2021
  • Globally managed forecast trends and schedules for several satellite locations.
  • Monthly, weekly, daily and half-hourly forecasting of inbound/outbound call volumes and staffing requirements based on historical call trends and business growth objectives.
  • Oversee and maintain the Workforce Management (WFM) Platform utilized for forecasting and scheduling.
  • Provides clear communication of the forecasted workload, changes, assumptions, inputs, etc to the Sr. Leadership team.
  • Escalated identified risk issues, challenges and trends to senior management and delivered risk-related documents for audit.
  • Created agenda, materials and communications for team meetings.
  • Ran daily reports to assess performance and make proactive adjustments.
  • Partnered with business and business liaisons to continually provide feedback and align planning processes to reality.
  • Increased overall team efficiency and productivity, by reviewing needs monthly and making necessary changes.
  • Oversaw team of 500+, eliminating downtime and facilitating schedule adherence.
  • Advised managers on strategies for improving KPI metrics and eliminating any agent concerning behaviors.
  • Provided training and mentoring to new staff members on proper workplace procedures and protocols.
  • 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.
  • Evaluated processes within the department in order to identify areas where improvements can be made.
  • Cultivated internal relationships with employees to ensure optimal service levels, attrition and quality.
  • Reduced financial discrepancies by accurately managing project details and revenue streams.

Customer Service Representative

Citibank
Irving, TX
03.1992 - 12.1996
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Education

Associate of Arts - Photography

Austin Peay State University
Clarksville, TN
08.2021

Some College (No Degree) - Business

DeVry University
Irving, Tx
05-1994

High School Diploma -

Skyline High School
Dallas, TX
05.1990

Skills

  • Workforce Planning
  • Schedule Coordination
  • Data Analysis
  • Capacity Planning
  • KPI Monitoring
  • Workforce Management
  • Business Forecasting
  • Determining Staffing Needs
  • Maintaining Service Levels
  • Microsoft Office (Excel,Word, and Powerpoint)
  • Strategic Thinking
  • Scheduling Expertise
  • Staff Development
  • Management Support
  • Performance Management
  • Data and Trends Analysis
  • Problem-Solving
  • Time Management
  • Problem-Solving Abilities
  • Task Prioritization
  • Multitasking
  • Effective Communication
  • Onboarding, Training, and Development
  • Negotiation Skills

Software Systems

  • Nice
  • Aspect

References

Available upon request

Timeline

Lead Photographer

Cady Studios
05.2021 - Current

Global Workforce Management Sr Analyst

Citibank
12.1996 - 03.2021

Customer Service Representative

Citibank
03.1992 - 12.1996

Associate of Arts - Photography

Austin Peay State University

Some College (No Degree) - Business

DeVry University

High School Diploma -

Skyline High School

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Shalinda McDowell