Tatiana DeSouza
Workforce Analyst
Pennsauken,NJ
Summary
Forward-thinking professional with proven strengths in project management. Adaptable team player recognized for superior analytical skills in uncovering solutions for any problems and effective. Knowledgeable Workforce Analyst successful 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.
Overview
9
9
years of professional experience
9
9
years of post-secondary education
2
2
Languages
Work History
Workforce Analyst
Independence Blue Cross
Philadelphia, PA
06.2019 - 05.2021
- Updated capacity plan with month/month headcount and metrics from each team
- Produced forecasting and trending of staffing model to predict peaks in volume
- Reviewed and suggested cross training or knowledge sharing opportunities based on potential down time or peak time
- Developed strategic and operational insights for workforce decision-making for staffing across Service Operations.
- Provided process improvement feedback and suggestions across Service Ops
- Applied and integrated predictive analysis, people metrics and reporting to assess organizational staffing needs
- Identified requirements and solutions to meet workforce objectives.
- Worked directly with Supervisors, Managers, and Directors in Service Ops to build all-encompassing capacity plan
Customer Service Associate
Independence Blue Cross
Philadelphia, PA
01.2018 - 06.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
Executive Assistant
PHILADELPHIA ZOO
PHILADELPHIA, PA
06.2016 - 09.2017
- Provided assistance to CFO and other department members, as needed.
- Coordinated and managed travel arrangements, bookings, and hotel reservations; coordinating reimbursement in a timely manner.
- Managed the executive’s calendar, including the scheduling of all appointments and meetings.
- Expense report filing, tracking, and invoice processing.
- Assisted with planning and executing special events and other duties.
- Prepared documents, reports and presentations for executives and board members using advanced software proficiencies.
- Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team productivity.
Executive Assistant, President/Special Events Manager
ADS
HORSHAM, PA
01.2014 - 01.2016
- Planned National Convention and managed event budget
- Prepared documents, reports and presentations for executives and board members using advanced software proficiencies.
- Managed administrative logistics of events planning, event booking and event promotions.
- Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team productivity.
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Organized and coordinated conferences and monthly meetings.
- Selected and ordered refreshments, decor and event materials.
- Transcribed minutes of meetings and executed meetings and events for company to support sales, business development and senior management teams.
- Supported senior leadership by developing status reports on activities related to planning, scheduling, cancellation, inquiries, resourcing, risk mitigation and proposal development for various events.
Sales Digital Marketing Analyst
ADS
Horsham, PA
01.2012 - 01.2014
- Produced various marketing materials, monitored all marketing campaigns, maintained and managed information databases
- Served as Liaison between Sales and Marketing department, analyzed and evaluated the performance of marketing efforts
- Managed marketing budget for Sales department
- Managed marketing campaigns to cultivate brand awareness and drive website traffic.
- Drove email acquisition and marketing campaigns to support key business initiatives across account management, new business development and customer experience.
- Identified growth opportunities and developed initiatives to increase market share.
- Measured and report performance of all digital marketing campaigns, and assessed against ROI and KPIs.
Education
Bachelor of Arts - Business Administration And Management
Rosemont College
Bryn Mawr, PA 01.2018 - 05.2021
B.B.A - Management & Marketing
Holy Family University
Philadelphia, PA 01.2012 - 01.2018
Skills
Data Collection & Research
Managing schedules
Resolving issues
Analyzing patterns
Forecasting expertise
Report preparation
Graphic design
Adobe Creative Suite
Marketing strategy
Timeline
Workforce Analyst
Independence Blue Cross
06.2019 - 05.2021
Customer Service Associate
Independence Blue Cross
01.2018 - 06.2019
Bachelor of Arts - Business Administration And Management
Rosemont College
01.2018 - 05.2021
Executive Assistant
PHILADELPHIA ZOO
06.2016 - 09.2017
Executive Assistant, President/Special Events Manager
ADS
01.2014 - 01.2016
B.B.A - Management & Marketing
Holy Family University
01.2012 - 01.2018
Sales Digital Marketing Analyst
ADS
01.2012 - 01.2014