Van Phan
Antioch,CA
Summary
Detail-oriented communicator with expertise in performance analysis and labor forecasting. Proven ability to implement strategies that optimize staffing and enhance workforce operations. Committed to driving continuous improvement and achieving operational excellence.
Overview
22
22
years of professional experience
Work History
Admin Support II
ATT
San Ramon, California
03.2003 - 05.2025
- Managed workforce functions for over 200 employees utilizing NICE IEX for scheduling and adherence tracking.
Collaborated with call center managers and Workforce Manager daily to analyze performance data and optimize staffing.
Coordinated overtime canvassing efforts based on real-time performance metrics.
Implemented strategies to enhance scheduling efficiency across multiple regions. - Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education
Associate of Arts -
Heald Institue
Martinez06-2020
Skills
- Call center operations
- Workforce management
- Labor Forecasting
- Scheduling optimization
- Performance analysis
- Real-time analytics
- Data-driven decisions
- Clerical support
- Time management
- Attention to detail
- Effective communication
- Employee engagement
- Flexibility
Flexibility
- Im a reliable team player 20+ years of experience. Highly flexible and willing to work extended hours to support staffing needs. Committed to ongoing learning and cross-training to provide maximum value to the team.
Timeline
Admin Support II
ATT
03.2003 - 05.2025
Associate of Arts -
Heald Institue