Summary
Overview
Work History
Education
Skills
Timeline
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Yolande Myers

La Verne,CA

Summary

Talented systems and technical professional skilled in collaborating with cross-functional teams, including sales, marketing, operations, and finance, to monitor and adjust forecasts based on changes in market conditions, consumer behavior, and other external factors that may impact demand. A strong focus on driving results that have reduced staffing and system costs by 20% on average. Dedicated to utilizing analytical and strategic decision-making skills to help communicate these to the organization to better anticipate and plan for future demand, resource needs, and financial performance.

Overview

11
11
years of professional experience

Work History

Manager, Workforce Management

Concentrix
06.2021 - Current
  • Prepared workforce schedules reports and plans based on UDW/Tableau reporting. These resulted in improvements and reductions to cost by 20%.
  • Designed and implemented short-term and long-term strategies to reduce staffing costs within multiple regions by 15%-30% within fiscal year.
  • Partnered with Business Development, Operations, and Clients to develop new models to support staffing and volume changes to improve staffing needs, which then reduce cost.
  • Partner with support functions (IT) to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support Workforce Management team.

Workforce Analyst II - Scheduling and Forecasting

Centene Corp.
07.2018 - 06.2019
  • Monitor real-time call activity at various call centers and make necessary staffing adjustments with IEX, and eWFM to ensure adherence to customer experience.
  • Managed 700 headcounts, and 8 lines of business.
  • Developed interval level forecasts for multiple lines of business organized across several systems sites to ensure staffing and reduce staffing costs.
  • Identify, evaluate, and report call center issues and differentiate between workflow, technical, external, or staffing to reduce tickets with operational functions.
  • Set and adjusted to schedules to maintain optimal coverage and service levels

Sr. Coordinator, Real Time Analytics - Workforce Management

Advance Care Scripts (CVS)
10.2017 - 07.2018
  • Conducts real-time analysis of all metrics for multiple Lines of Business - Forecast Variances, Service level targets, AHT target variances, Occupancy targets, etc
  • Identifies course of action or makes recommendations relating to deviations (Schedule Adjustments, Skill Switches/Leveraging)
  • Reporting (Scorecard Stats, Daily UABS/Shrinkage numbers, Over/under updates, etc.) with Access database reporting data is tracked and trended on a continuous basis
  • Makes recommendations and routing changes based on observations of real time volume and staffing changes to reduce staffing needs by 20%.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers

WFM Sr Command Center Analyst

Optum Health
11.2012 - 11.2016
  • Utilize SAP Computer software to manage financials, assets, cost, and archived documents for multiple sites
  • Developed and documented process workflows to reduce training hours, and needs for training staff. This reduced cost by 15%.
  • Develop and maintain business and IT documentation including policies and procedures
  • Support short and long term operational / strategic business activities including escalation handling, data load and reporting with IEX, Genesys, Avaya, Pipkins, and Aspect and Kronos system
  • Provide administration for business applications and support Software and Hardware Certification process.

Education

Bachelor of Arts -

Full Sail University
Winter Park, FL
08.2025

Skills

  • NICE IEX
  • CMS Avaya
  • Symphony
  • LivePerson
  • Aspect
  • Kronos
  • Amazon Connect
  • Verint
  • SharePoint
  • Genesys
  • Tableau Reporting
  • Pipkins
  • Workforce Management
  • Business Administration
  • Contract Management
  • Financial Management

Timeline

Manager, Workforce Management

Concentrix
06.2021 - Current

Workforce Analyst II - Scheduling and Forecasting

Centene Corp.
07.2018 - 06.2019

Sr. Coordinator, Real Time Analytics - Workforce Management

Advance Care Scripts (CVS)
10.2017 - 07.2018

WFM Sr Command Center Analyst

Optum Health
11.2012 - 11.2016

Bachelor of Arts -

Full Sail University

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Yolande Myers