Taylor Kvartek
Milton,Florida
Summary
Ambitious, career-focused jobseeker, anxious to obtain a Workforce Management Analyst position to help launch career while achieving company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
Work History
Workforce Management Specialist
Navy Federal Credit Union
Pensacola, Florida
01.2022 - Current
- Works with leadership to improve and streamline processes and procedures
- Monitor's staffing schedule adherence in real time to ensure performance is within SLA
- Works with management to resolve schedule adherence issues
- Update staff schedules with up-to-date information, e.g., meal, break, and technical problems as needed
- Assists in the coordination, allocation, and availability of staff to achieve optimum WFM goals
- Recommend procedural and operational guideline changes to improve departmental efficiency
- Review staff requests for leave, shift swaps, and L&D workshops that are not processed automatically
- Trains new hires on workforce management systems and procedures
Delinquency Control Counselor
Navy Federal Credit Union
Pensacola, FL
03.2021 - 01.2022
- Maintained excellent attendance record, consistently arriving to work on time.
- Developed and maintained courteous and effective working relationships.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
- Counseled debtors on payment options and arranged installment agreements.
- Worked in call center environment handling automatically dialed outbound calls.
- Negotiated to collect balance in full.
- Used probing techniques to determine debtors' reasons for delinquency.
- Managed over 50 member calls per day.
Member Experience Manager/Personal Trainer
Anytime Fitness
Pensacola, FL
09.2018 - 06.2021
- Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Negotiated and sold packages that were personalized and the right fit for each member.
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
- Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
- Kept high average of performance evaluations over each month.
- Produced and tracked weekly numbers of new, existing, and potential clientele.
- In person interaction with over 40 club members daily.
Intern
John M. Kvartek, Attorney At Law
Pensacola, FL
05.2019 - 09.2019
- Sorted and organized materials such as physical files, tracking spreadsheets and reports.
- Kept physical files and digitized records organized for easy updating and retrieval by authorized team members.
- Completed clerical tasks such as filing, copying and distributing mail.
- Sorted and classified files according to content, purpose, user criteria and alphabetical or numerical order.
Education
Bachelor of Applied Science - Human Resources Management
Pensacola State College
Pensacola, FL05.2021
Skills
- Appointment Setting
- Schedule and calendar management
- Knowledge of systems and software used at Navy Federal
- Relationship building
- Administrative tasks
- Verbal and written communication
- Organization
- Customer service
- Team management
- MS Office
- Working Knowledge of Navy Federal's philosophy
Timeline
Workforce Management Specialist
Navy Federal Credit Union
01.2022 - Current
Delinquency Control Counselor
Navy Federal Credit Union
03.2021 - 01.2022
Intern
John M. Kvartek, Attorney At Law
05.2019 - 09.2019
Member Experience Manager/Personal Trainer
Anytime Fitness
09.2018 - 06.2021
Bachelor of Applied Science - Human Resources Management
Pensacola State College
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