Summary
Overview
Work History
Education
Skills
Timeline
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WHITNEY ROBINSON

Cedar Hill

Summary

Highly motivated and eager to leverage experience to secure a position in a fast-paced environment. Energetic self-starter with a strong vision to achieve successful outcomes for the company. I'm excited to bring proven skills and customer enthusiasm to the team while being efficient, detailed oriented, flexible, highly organized, and skilled in a variety of office support tasks.

Overview

14
14
years of professional experience

Work History

Workforce Specialist

Goldman Sachs
Richardson
11.2023 - Current
  • Monitor Phone and Chat queues with a focus on achieving service levels
  • Identify situations where additional resources may be needed to maintain service levels
  • Provide real time status updates and analysis
  • Assist leadership with understanding the impacts of staffing and events throughout the day
  • Assess availability for offline functions
  • Build strong relationships with business partners and peers
  • Manage real-time inbound call traffic to help ensure that service levels are met
  • Track technical issues being reported to WFM and work with Technology to identify the root cause
  • Apply problem solving / decision making skills to achieve the highest level of operational efficiency
  • Support the preparation of ad hoc analysis that enables strong understanding of the business
  • Provide suggestions and recommend solutions for possible issues
  • Apply sound judgment and demonstrate comfort with ambiguous requests

Workforce Scheduler

Chime Solutions
Dallas
09.2020 - 05.2023
  • Communicates directly with business partners and operations to ensure mutual information delivery
  • Builds agent’s schedules through IDP outlooks, attendance, and shrinkage based on clients’ needs
  • Leads, mentors, and supports team members in forecasting/scheduling functions
  • Provides cross-skilling, split-consolidation, shift change, and other recommendations to ensure the business is as efficient as possible
  • Utilizing Intraday performance and outlooks for forecasting future overtime and pilot program
  • Supports short-term and long-term operation strategic business activities through analysis
  • Identifies repetitive outliers per shrinkage to drive down unproductive hours
  • Projects lead and SME for reporting requests to minimize the impact on the other team members
  • Analyzes the incoming customer contact volumes to establish trends and staffing requirements
  • Perform continual analysis of current performance and conduct real-time monitoring for forecasting to make necessary changes for staffing plans to meet service level goals
  • Coordinate shift assignments and shift bids
  • Analyze, build, and distribute daily, weekly and monthly reports
  • Provides insight and unique recommendations to address various business issues impacting the service of our clients
  • Develop reports and provide analysis with recommended solutions, including detailed forecasts, schedules, and performance
  • Provides support to all duties and responsibilities expected of a workforce Analyst
  • Providing training to new hires and transitioning team members across multiple business units each quarter to promote cross-collaboration and skill sets

Real Time Analyst

Chime Solutions
Dallas
09.2019 - 09.2020
  • Resident expert and point of contact on the workforce management platform
  • Build constructive business relationships with all departments
  • Develops agent work schedules in a multi-shift, multi-skilled environment
  • Create workforce management reports for Operations management (Adherence, Attendance reports, official schedule reports, etc.)
  • Maintain agent team/skill/workgroup assignments in the phone system
  • Function as liaison for cross-functional business units during team training, calibration sessions, and leadership meetings, with members from Quality assurance, training, operations and service teams
  • Monitors real-time call center performance statistics, adding, adjusting, or removing schedules in conjunction with volume fluctuations
  • Coordinate with clients to ensure call routing, skill level, and proficiency settings are functioning correctly
  • Troubleshoot and work with IT staff to resolve issues with workforce management and telephone systems

Administrative Assistant

Concord Church
Dallas
05.2019 - 09.2019
  • Provide clerical support to Camp Dean and Director by managing files, maintaining sensitive records, assisting with required documentation, sending communication between parent and camp staff; and maintaining records within Fellowship One database
  • Assisting camp counselors with curriculum and guidance of the children
  • Reviews lesson plans and conducts weekly observations to provide feedback and elevate the camp experience

Treatment Coordinator

Mint Dentistry
Cedar Hill
01.2018 - 05.2019
  • Maintain a full schedule of patients daily
  • Assist patients with understanding and accepting their clinical diagnosis
  • Calculate fees for dental treatment
  • Coordinate financial agreements for the patient portion of dental treatment costs
  • Administrative duties including checking patients in and out and coordinating payments
  • Maintain a clean and well-organized office
  • Support clinical staff

Accounting Clerk

Thryv (f/k/a DexYP)
Grapevine
01.2017 - 01.2018
  • Post, research and respond to credit card chargebacks; deals directly with Credit Card processors
  • Ensured all debits and credits were properly recorded in the accounts receivable sub-ledger
  • Applied payments that fall to the Exception Control Accounts
  • Managed the Cash Department’s shared mailboxes and responded to Salesforce cases
  • Created payments through the account receivable system to ensure accurate client account information is maintained in the accounts receivable ledger reflected in bank deposits
  • Managed all refund processes, including inbound requests, research, and feedback regarding refunds and partnering with Accounts Payable to resolve undelivered/ uncashed refunds
  • Reconciled refunds through a monthly audit for Variances
  • Maintained Outside Collections and Attorney payments received through lockboxes, manual postings, and reconciling payments through General Ledger

Assistant Manager, Counter Sales Representative

AVIS/BUDGET RENTAL CAR
Lewisville
01.2011 - 01.2018
  • Assisted customers with rental transactions, concerns, and inquiries regarding all aspects of their accounts
  • Guaranteed compliance with company policies and procedures by holding hourly associates accountable, maintaining quality standards, developed, and implemented plans of action to correct insufficiencies
  • Resolved escalated customer issues, ensuring to minimize wait times
  • Maintained thorough knowledge of company policies, guidelines, and daily operations to ensure confidentiality and the proper handling of customer accounts
  • Successfully maintained sales quotas established by the company
  • Executed product transfer arranged by the distribution center
  • Processed sales through credit card, check, and cash transactions
  • Entered invoice payments, reconciled accounts, maintained budget spreadsheets, and handled store deposits
  • Researched discrepancies pertaining to month-end reporting
  • Responsible for accounts receivable
  • Reported employee hours and maintained payroll documents

Education

Tyler Junior College
Tyler, TX
01.2010

Skills

  • Microsoft 365
  • Outlook
  • PeopleSoft
  • UltiPro
  • Salesforce
  • SharePoint
  • Genesys
  • CC Pulse
  • Nice IEX
  • Smartsheet-Workforce Dynamic
  • Real-time monitoring
  • Forecasting techniques
  • Scheduling software
  • Workforce management
  • OpsInsight
  • Aspect
  • Avaya CMS
  • Verint
  • AWS

Timeline

Workforce Specialist

Goldman Sachs
11.2023 - Current

Workforce Scheduler

Chime Solutions
09.2020 - 05.2023

Real Time Analyst

Chime Solutions
09.2019 - 09.2020

Administrative Assistant

Concord Church
05.2019 - 09.2019

Treatment Coordinator

Mint Dentistry
01.2018 - 05.2019

Accounting Clerk

Thryv (f/k/a DexYP)
01.2017 - 01.2018

Assistant Manager, Counter Sales Representative

AVIS/BUDGET RENTAL CAR
01.2011 - 01.2018

Tyler Junior College

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WHITNEY ROBINSON