Traci Bolender
Johnstown,OH
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
36
36
years of professional experience
1
1
Certification
Work History
Workforce Management Analyst
Nationwide Mutual Insurance Company
06.2004 - Current
- Prepare, analyze, and audit associate schedules to ensure accuracy
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Managed overtime, shift swaps, breaks and PTO requests.
- Produced and updated documents, reports and tracking spreadsheets using NICE-IEX, Verint and Excel
- 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
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
Contact Center Associate
Nationwide Mutual Insurance Company
11.1995 - 06.2004
- Served as first line of contact for policyholders
- Assisted customers by answering questions and responding to inquiries.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Logistics Analyst
EBCO Products
01.1988 - 03.1992
- Generated monthly performance reports to track and analyze shipping trends.
- Monitored inbound and outbound freight operations to establish timely delivery of packages.
- Performed regular audits and assessments of logistics processes to identify weaknesses, improve supply chain operations and minimize waste.
- Conducted investigations to resolve issues related to logistics and cargo movements.
- Generated documentation and information required for customer shipments.
- Scheduled and coordinated truck, ship and air transport to maximize productivity and maintain organized calendar.
- Prepared and documented shipment activities and cargo movements to enable tracking history and maintain accurate records.
- Tracked orders and notified customers of status or potential delays.
- Liaised with internal and external stakeholders to facilitate smooth operations.
Education
High School Diploma -
Johnstown Monroe High School
Johnstown, OhioSkills
- Team Relationships
- Real-Time Monitoring
- Confidential Records Management
- Analyzing Patterns
- Analytical and Critical Thinking
- Office Operations
Certification
- Workforce Mangement Certification
Timeline
Workforce Management Analyst
Nationwide Mutual Insurance Company
06.2004 - Current
Contact Center Associate
Nationwide Mutual Insurance Company
11.1995 - 06.2004
Logistics Analyst
EBCO Products
01.1988 - 03.1992
High School Diploma -
Johnstown Monroe High School
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