Shannon Crotty
Ruskin, Florida,FL
Summary
Results-driven Workforce Real Time Analyst with a proven track record at Suncoast Credit Union, specializing in scheduling optimization and data analysis. Enhanced operational efficiency by implementing strategic workforce planning, achieving a 15% improvement in scheduling accuracy. Excellent communicator with strong critical thinking skills, dedicated to driving productivity and meeting service level agreements.
Overview
12
12
years of professional experience
Work History
Workforce Real Time Analyst
Suncoast Credit Union
08.2019 - Current
- Analyzed real-time data to optimize workforce management and enhance operational efficiency.
- Monitored call center performance metrics to ensure service level agreements were consistently met.
- Collaborated with management to develop scheduling strategies that improved resource allocation.
- Identified trends in staffing needs through data analysis, supporting informed decision-making processes.
- Delivered actionable insights through detailed reports, driving strategic workforce planning efforts.
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
Lead Business Analyst
Sunrun
06.2023 - 07.2025
- Led cross-functional teams to define and document business requirements for new software implementations.
- Designed and implemented workforce forecasting models, improving scheduling accuracy by 15%
- Analyzed historical volume and agent performance data to adjust staffing plans during seasonal shifts, reducing overtime by 20%
- Partnered with department leads to implement data-driven strategies, resulting in 12% boost in productivity
- Built a dynamic scheduling tool using google sheets, reducing manual planning time
by 40%
Workforce Real Time Analyst
Wipro
06.2014 - 01.2019
- Implemented process improvements that streamlined reporting procedures and reduced response times.
- Mentored junior analysts on best practices for utilizing workforce management tools effectively.
- Led initiatives to forecast staffing requirements, aligning resources with anticipated business demands.
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- Conducted comprehensive audits to evaluate compliance with regulatory standards and organizational policies.
- Collaborated with cross-functional teams to streamline internal control processes and enhance reporting accuracy.
Skills
- Scheduling optimization
- Forecasting accuracy
- Strategic planning
- Queue management
- Intraday management
- Data analysis
- Statistical modeling
- Staffing requirements
Skills
- Verint
- IEX/Nice
- Genesys
- Five9
- Avaya
- Dialpad
- Cisco
- Tableau
Systems
Timeline
Lead Business Analyst
Sunrun
06.2023 - 07.2025
Workforce Real Time Analyst
Suncoast Credit Union
08.2019 - Current
Workforce Real Time Analyst
Wipro
06.2014 - 01.2019