ToNeya Lattimore
Savannah,GA
Summary
Workforce
Operations
Escalations
Management
Overview
4
4
years of professional experience
2003
2003
years of post-secondary education
Work History
Workforce Analyst
Green Distributors
REMOTE
01.2021 - Current
- Oversee and monitor real-time call activity and make necessary staffing adjustments
- Monitor agent productivity and provide feedback to management
- Serves as a liaison between departments to ensure prompt issue resolution
- Develop and submit various reports, including detail forecasts, plans, schedules and performance, both in advance and in review
- Complies with all company policies and standards
- Identify, evaluate and report issues and differentiate between workflow, technical, external or staffing
- Work directly with the department head on strategic planning and new business implementation and forecasting
Education
General Equivalency Diploma -
SC Department of Education
Skills
Escalation Management
Performance Metrics Analysis
Data Analysis & Reporting
Cross-Functional Coordination
Strategic Planning
Workforce Management
Operational Efficiency
Resource Allocation
Staffing & Reskilling
Scheduling Optimization
Call Center Operations
Strategic Planning
Timeline
Workforce Analyst
Green Distributors
01.2021 - Current
General Equivalency Diploma -
SC Department of Education