Tierra Crayton-Winn
Austin,TX
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.
Overview
12
12
years of professional experience
Work History
WFM Real Time Analyst
Ascension Seton
03.2022 - Current
- Monitor service levels and staffing levels real time for at least 2 markets with staffing of at least 50+ agents.
- Monitor agent adherence via Genesys cloud; callout to market leadership team.
- Update schedules for same-day events.
- Review schedules for VTO needs
- Plan best time for upcoming off phone activities.
- Monitor queue performance against SLA targets, suggest skill movements to improve SLA.
- Evaluated current processes to develop improvement plans.
Statewide Intake Admin II
Department of Family Protective Services
01.2021 - 01.2021
- Call operator for the abuse, neglect, and exploitation hotline for elderly or adults with disabilities living in their home.
- Also, for children in home, child-care facilities, or treatment centers.
- Send correspondence to the county, police departments, sheriff's offices and out of state offices.
- Managed 60 plus emails, fax, printed documents to upload in intake reports.
- Research individuals' personal information and license plate search.
- Enhanced client satisfaction by providing timely and accurate information on statewide services and resources.
Workforce Operations Analyst
LegalZoom
01.2014 - 01.2021
- Analyze call center metrics
- Review call center KPIs and provide proactive suggestions to the business
- Collaborate with management to identify or implement necessary staffing needs
- Create reporting via excel
- RTA monitoring, and agent's daily attendance
- Manages all scheduling aspect for over 100 agents, daily schedules, PTO/ VTO, optimization, meetings/ trainings, via Genesys WFM
- Ad-hoc request via Salesforce
Quality Assurance Specialist
LegalZoom
01.2014 - 01.2021
- Listen to a least 25 live and recorded calls then provide coaching and feedback to agents and management
- Highlight specific behaviors negative and positive
- Facilitate calibrations/group sessions with the team.
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
- Collaborated with cross-functional teams to develop scorecard quality assurance strategies for new products.
Tier II Specialist, Customer Care Personal Services
LegalZoom
11.2013 - 08.2020
- Provide training to new hires, Tier II agents.
- Assistant lead over the personal service team.
- Liaison between the production and customer care department.
- Create email templates and California name change articles.
- Inbound and outbound calls and emails.
Legal Secretary
Perdue Brandon Law Firm
02.2012 - 11.2013
- Research and investigate information and prepare attorneys for court
- Prepare and record all documents
- File bankruptcy proof of claims
- Placing calls to debtor and their attorneys
- Answer and direct calls to the appropriate personal.
Education
Bachelor of Arts - Criminal Justice
Huston-Tilloston University
Austin, TX01.2019
Associates of Arts - Liberal Arts And General Studies
Huston-Tilloston University
Austin, TX01.2017
Skills
- Creativity
- Leadership
- Organization
- Problem solving
- Teamwork
- Time management
- Professional
- Detail Oriented
Timeline
WFM Real Time Analyst
Ascension Seton
03.2022 - Current
Statewide Intake Admin II
Department of Family Protective Services
01.2021 - 01.2021
Workforce Operations Analyst
LegalZoom
01.2014 - 01.2021
Quality Assurance Specialist
LegalZoom
01.2014 - 01.2021
Tier II Specialist, Customer Care Personal Services
LegalZoom
11.2013 - 08.2020
Legal Secretary
Perdue Brandon Law Firm
02.2012 - 11.2013
Bachelor of Arts - Criminal Justice
Huston-Tilloston University
Associates of Arts - Liberal Arts And General Studies
Huston-Tilloston University
Similar Profiles
Brooke FergusonBrooke Ferguson
Supervisor of Respiratory Care/Acting Manager at Ascension Seton Smithville, Ascension Seton BastropSupervisor of Respiratory Care/Acting Manager at Ascension Seton Smithville, Ascension Seton Bastrop
Anne DuffyAnne Duffy
Clinical Nursing Manager, Resource Float Pool at Ascension SetonClinical Nursing Manager, Resource Float Pool at Ascension Seton
Robert NealRobert Neal
Commissioned Security Officer at Ascension SetonCommissioned Security Officer at Ascension Seton
Prisha BasnetPrisha Basnet
Healthcare Volunteer at Ascension SetonHealthcare Volunteer at Ascension Seton
Sadia AhmedSadia Ahmed
Teacher at Green Flag Public SchoolTeacher at Green Flag Public School