Summary
Overview
Work History
Education
Skills
Timeline
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Tatiana DeSouza

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

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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
Tatiana DeSouzaWorkforce Analyst