Stephanie Harris
Porter,TX
Summary
Dynamic Workforce Management Analyst at CVS Health/Aetna with expertise in scheduling optimization and statistical modeling. Proven track record of enhancing resource utilization and improving team performance through innovative forecasting techniques. Strong communicator and mentor, dedicated to fostering professional growth and delivering exceptional results in high-pressure environments.
Overview
12
12
years of professional experience
Work History
Workforce Management Analyst
CVS Health/Aetna
03.2015 - Current
- Trained and mentored new hire analysts on best practices in workforce management analytics techniques.
- Help with launching two new systems used for WFM and Call Center phones. Introducing modern tools that increased data accuracy and accessibility.
- Identified inefficiencies in current scheduling processes, implementing changes that resulted in improved resource utilization.
- Evaluated the effectiveness of implemented solutions by monitoring key performance metrics over time, making adjustments as needed.
- Developed training materials and conducted workshops for managers on best practices in workforce management.
- Created custom reports to track team performance, enabling informed decision-making and targeted interventions.
- Optimized workforce scheduling by analyzing historical data and identifying trends.
- Established clear communication channels among staff members regarding scheduling updates or conflicts.
- Designed forecasting models to predict future workforce requirements based on historical data and trend analysis.
- Provided real-time support during high-volume periods, ensuring adequate staffing levels and minimizing wait times.
- Managed time-off requests and shift swaps efficiently, maintaining a fair and balanced schedule for all employees involved.
- Coordinated closely with department heads to align workforce needs with business objectives.
- Managed overtime, shift swaps, breaks and PTO requests.
- Created training materials for new employees to provide information about attendance guidelines.
- Produced and updated documents, reports, and tracking spreadsheets using Excel, Quickbase, CUIC and Tableau .
Senior Customer Service Representative
Aetna, a CVS Health
02.2014 - 03.2015
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Mentored junior team members, contributing to their professional development and overall team success.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Escalated issues to proper supervisors when standard processes were not effective.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer Service Representative
Aetna, a CVS Health
06.2013 - 03.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Associate of Applied Science - Radio And Television Broadcasting
Mount Wachusett Community College
Gardner, MASkills
- Scheduling optimization
- Workforce planning
- Forecasting techniques
- Statistical modeling
- Data collection & research
- Microsoft Excel
- Managing schedules
- Analyzing patterns
- multiple platforms including CMS, Gensys, Cisco, CUIC and Tableau
Timeline
Workforce Management Analyst
CVS Health/Aetna
03.2015 - Current
Senior Customer Service Representative
Aetna, a CVS Health
02.2014 - 03.2015
Customer Service Representative
Aetna, a CVS Health
06.2013 - 03.2014
Associate of Applied Science - Radio And Television Broadcasting
Mount Wachusett Community College
Similar Profiles
Wendi BognarWendi Bognar
Project Manager, Program Design and Strategy at CVS Health / Aetna / Coventry Health CareProject Manager, Program Design and Strategy at CVS Health / Aetna / Coventry Health Care
CHERYL PONTONCHERYL PONTON
Clinical Case Manager Behavioral Health at CVS Health/AetnaClinical Case Manager Behavioral Health at CVS Health/Aetna
BRAD CRISWELLBRAD CRISWELL
Manager of Business Consulting (Product Owner) at CVS Health/AetnaManager of Business Consulting (Product Owner) at CVS Health/Aetna