Tawanna Scott
Petersburg,VA
Summary
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. Over 3+ years of experience in workforce assessment. Focused on maintaining optimal coverage and service levels. Effective at training new employees on regulations, monitoring patterns and handling schedule requests. Writes reports, updates spreadsheets and produces forecasts. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
25
25
years of professional experience
Work History
Workforce Real Time Analyst
OnTrac
02.2021 - 11.2023
- Optimized schedules, forecasts and other tools to present to management.
- Managed real-time inbound call traffic across multiple contact center locations.
- Prepared and maintained reports, dashboards and monthly packages.
- Provided training on dashboard and package development to team members and management.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Managed overtime, shift swaps, breaks and PTO requests.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Produced and updated documents, reports and tracking spreadsheets using Microsoft Excel, Salesforce, Amazon Connect, NICE and Microsoft Word.
Tier 1 Technical Support Representative
Apple
09.2019 - 11.2020
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Researched and identified solutions to technical problems.
- Installed and configured operating systems and applications.
Brand Ambassador
Hulu
08.2018 - 09.2019
- Increased brand awareness through event marketing, demonstrations, sales, and brand promotion.
- Interacted with customers in natural conversation with goal of developing brand loyalty.
- Showed understanding of customer's personal style and preferences when offering product advice.
- Reviewed and implemented new company initiatives and executed product activations.
- Greeted customers warmly and pleasantly answered inquiries.
- Maintained knowledge of current promotions and product features.
- Provided exceptional customer service to drive satisfaction.
- Established and maintained positive relationships with customers.
- Engaged, educated, and befriended customers to deliver amazing brand experience.
- Communicated product information with confidence and educated consumers about company.
Medicare Enrollment Customer Care Specialist
General Dynamics
09.2017 - 07.2018
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Communicated with customers to identify needs and expectations.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Verified accuracy of customer account information and updated when necessary.
- Used exceptional communication to connect with customers, assess needs and present solutions.
- Took ownership of customers issues to follow problems through to resolution.
- Directed customers to appropriate departments for additional support.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Head Start Lead Teacher
Improvement Association
08.1998 - 06.2008
- Collaborated with teachers, parents and administrators to facilitate positive outcomes for students.
- Assessed student progress and provided feedback on educational development.
- Implemented age-appropriate curricula to meet needs of young learners.
- Monitored classroom to verify safe and secure environment.
- Organized and supervised large and small group activities.
- Guided students to develop social, emotional and physical skills.
- Developed innovative activities to engage young children in learning process.
- Established positive relationships with students and families.
- Helped new preschool children get used to classes by giving one-on-one support.
- Utilized creative teaching strategies to engage students in classroom.
- Increased student satisfaction by frequently communicating with students about needs and adapting lessons to interests and classroom progress.
Education
Bachelor of Arts - Education
Virginia State University
Petersburg, VASkills
- Report Writing
- Data Analysis
- Managing Schedules
- Compiling Data
- Analyzing Patterns
- Resolving Issues
- Staff Evaluations
- Records Maintenance
- Attention to Detail
- Staffing Requirements
- Schedule Coordination
- Business Forecasting
Timeline
Workforce Real Time Analyst
OnTrac
02.2021 - 11.2023
Tier 1 Technical Support Representative
Apple
09.2019 - 11.2020
Brand Ambassador
Hulu
08.2018 - 09.2019
Medicare Enrollment Customer Care Specialist
General Dynamics
09.2017 - 07.2018
Head Start Lead Teacher
Improvement Association
08.1998 - 06.2008
Bachelor of Arts - Education
Virginia State University
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