IEX Workforce Management
Stephanie Trezza
Workforce Management Analyst
Gresham,OR
Summary
Knowledgeable real-time analyst successful with gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Diligently complete in-depth assessments to support call center requirements with streamlined, logical systems. Decisive leader with strong project management skills and data-driven approach.
Overview
8
8
years of professional experience
Work History
Real-Time Analyst
US Bank
Portland, OR
07.2019 - Current
- Compiled and prepared reports for site management, including those used for capacity planning, sick and safe leave utilization and absenteeism.
- Managed real-time inbound call traffic across multiple contact center locations, monitoring over 1,500 agents.
- Managed overtime, shift swaps, breaks and PTO requests.
- Produced and updated documents, reports and tracking spreadsheets using Microsoft word and excel.
- Helped leaders understand how to effectively utilize scorecards and workforce management to better lead their teams.
Online Banking Specialist
US Bank
Portland, OR
09.2017 - 07.2019
- Partnered with Online Operations team to interpret system data and resolve cases involving investigating errors with online services or website function.
- Mentored newer bankers to help them provide empathy and acknowledgement while still being efficient and knowledgeable.
- Worked with management to execute coaching support with bankers by listening to calls or providing side by side shadowing and feedback.
- Cross-sold wide range of services and products to increase new business and expand existing customer relationships.
- Helped customers prepare documents required to complete transactions and process requests.
Personal Banker
US Bank
Portland, OR
05.2016 - 09.2017
- Provided support to customers to assist them in thoroughly understanding their accounts as well as bank policies and federal regulations.
- Promoted financial products by maintaining excellent service offering knowledge.
- Processed customer requests for statements, ordering additional checks and updating customer personal information in database.
- Increased customer loyalty by setting up or closing accounts, completing loan applications and signing up for new services.
Store Protection Specialist
Ross Dress For Less
Portland, OR
06.2015 - 05.2016
- Attentively monitored store and surrounding areas for signs of attempted theft by customers or personnel, intervening when necessary.
- Evaluated exhibited behavior and age of suspected perpetrators to calculate appropriate response to suspected theft attempts, erring on side of caution to mitigate liability risk.
- Calmly and efficiently addressed emergency situations such as safety hazards and threats to life or property, deescalating when possible and directing shoppers to safety.
- Generated comprehensive reports documenting evidence of attempted theft and recovered merchandise.
- Collaborated with law enforcement to detain and prosecute theft perpetrators, providing video surveillance footage and incident reports.
Cash Office /Front End Lead
Ross Dress For Less
Portland, OR
02.2014 - 06.2015
- Matched return orders with receipts and recorded necessary information.
- Analyzed financial data derived from multiple reporting systems to develop recommendations for operational and performance improvements.
- Processed nightly bills, checks and vendor payments worth over $1,000, maintaining detailed records and receipts.
- Verified deposits, rectified discrepancies and processed end-of-day paperwork.
Education
GED -
Highline Community College
Federal Way, WA 10.2008 - 12.2008
Skills
Multitasking Abilities
Attention to Detail
Data Entry
Analytical and Critical Thinking
Written Communication
Flexible and Adaptable
Dependable and Responsible
Organization and Time Management
Accomplishments
- Devised a new method for more quickly and efficiently utilizing Workforce Management systems and led several virtual presentations with other traffic analyst teams to educate them on using this practice.
- Created a different process to schedule time for banker compliance that resulted in a significantly earlier 100% completion rate.
- Pioneered a new onboarding structure that helped streamline and simplify the training process.
Software
Microsoft Office Suite
Avaya Multiline Phone System
Timeline
Real-Time Analyst
US Bank
07.2019 - Current
Online Banking Specialist
US Bank
09.2017 - 07.2019
Personal Banker
US Bank
05.2016 - 09.2017
Store Protection Specialist
Ross Dress For Less
06.2015 - 05.2016
Cash Office /Front End Lead
Ross Dress For Less
02.2014 - 06.2015
GED -
Highline Community College
10.2008 - 12.2008