YinLing Matos
Galivants Ferry,SC
Summary
Accomplished Workforce Management Analyst with a proven track record at 1800Flowers.com, Inc., achieving a remarkable 92% forecast accuracy. Expert in utilizing Microsoft Excel and Data Analysis for optimizing workforce efficiency and scheduling. Demonstrates exceptional time management and strategic planning skills, significantly enhancing team capabilities and aligning workforce strategies with business objectives.
Overview
21
21
years of professional experience
Work History
Workforce Management Analyst
Mattress Firm
08.2018 - Current
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Conducted comprehensive data analysis to identify opportunities for process improvement in workforce management.
- Implemented key performance indicators to measure workforce efficiency, leading to targeted improvements.
- Designed forecasting models to predict future workforce requirements based on historical data and trend analysis.
- Optimized workforce scheduling by analyzing historical data and identifying trends.
- Produced and updated documents, reports, and tracking spreadsheets using NICE, IEX, inContact and Excel.
Workforce Management Analyst
1800Flowers.com, Inc.
12.2015 - 08.2018
- Leader of the forecaster team, maintaining 92% forecast accuracy.
- Lead training initiatives, resulting in enhanced skill sets among team members and improved service quality.
- Improved workforce efficiency by implementing strategic scheduling and forecasting techniques.
- Optimized schedules, forecasts and other tools to present to management.
- Managed real-time inbound call traffic across multiple contact center locations.
- Coordinated cross-functional team collaboration to optimize workforce utilization and achieve business goals.
- Coordinated closely with department heads to align workforce needs with business objectives.
Workforce Management Analyst
Time Warner Cable
08.2003 - 12.2015
- Create forecast that generated by the EWFM application.
- Provided real-time support during high-volume periods, ensuring adequate staffing levels and minimizing wait times.
- Designed forecasting models to predict future workforce requirements based on historical data and trend analysis.
- Implemented key performance indicators to measure workforce efficiency, leading to targeted improvements.
- Overhauled outdated reporting systems, introducing modern tools that increased data accuracy and accessibility.
- Optimized workforce scheduling by analyzing historical data and identifying trends.
- Conducted comprehensive data analysis to identify opportunities for process improvement in workforce management.
Education
Associate of Science - Computer Information Systems
New York City College of Technology
Brooklyn, NY01-1992
Skills
- Microsoft Excel
- Data Analysis
- Workforce Management
- Resource Planning
- IEX
- inContact
- Microsoft Office
- Analyzing patterns
- Scheduling Optimization
- Workforce Planning
- Forecasting Techniques
- Time Management
Awards
* Customer Service Representative of the Quarter
2nd Quarter 1994; 3rd Quarter 1994; 1st Quarter 1995; 1st Quarter 1997;
3rd Quarter 1997; 4th Quarter 1997; 1st Quarter 1998; 2nd Quarter 1998;
3rd Quarter 1998; 4th Quarter 1998
* 1996 NATIONAL CSR Award
* Total Quality Service Award in October 1997
* Representative of the Year 1999
* Total Quality Service Award in July 2003
* Total Quality Service Award in July 2004
* Outstanding Performance Quarter Award
3rd Quarter 2014; 4th Quarter 2014
Languages
Chinese (Cantonese)
Native or Bilingual
Chinese (Mandarin)
Full Professional
Timeline
Workforce Management Analyst
Mattress Firm
08.2018 - Current
Workforce Management Analyst
1800Flowers.com, Inc.
12.2015 - 08.2018
Workforce Management Analyst
Time Warner Cable
08.2003 - 12.2015
Associate of Science - Computer Information Systems
New York City College of Technology
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