Demonstrated success in overseeing overall workforce functions, including performance evaluation, employee welfare, and organizational development.
Experienced in evaluating workforce metrics to enhance human resources capacity planning and improve labor utilization rates. Skilled in gathering and reviewing information, improving staff performance, resolving customer issues, and recommending improvement plans. Adept at producing daily reports of staff members’ performance to facilitate informed decision-making. Demonstrated expertise in staff engagement, succession planning, grievance/disciplinary control, workload scheduling, and absence management. The versatile leader with the ability to build and maintain robust relationships with staff to ensure maximum employee satisfaction/retention. Articulate communicator with exceptional interpersonal skills; capable of maintaining relationships with key stakeholders to drive strategic cohesive functions.
Areas of Expertise
Workforce Policies & Procedures
Payroll & Benefits Management
Talent Acquisition & Development
Cross Team Collaboration
Training & Development
Strategic Planning & Analysis
Staff Training & Development
Team Building & Leadership
Resolution Specialist/ Workforce Analyst, CVS Health 2013 t0 2021
Oversaw day-to-day staffing activities, forecasted staffing requirements, and conducted scheduling and analysis of service delivery by coordinating with operations leadership and utilizing Aspect eWFM System. Analyzed and evaluated volatility of legal documents, and processed requests in a fast-paced environment to support the decision-making process. Delivered effective training to new hires in leveraging business practices and computer system tools to ensure continuous performance improvement. Guaranteed requests’ completion/documentation with-in company turnaround time by executing requests and managing highly escalated requests, while ensuring compliance with strict HIPAA regulations and delivering excellent member experience.
Facilitated IT service support and Mattersight Behavioral Analytics, while adding New Hire profiles into Behavioral Analytics Portal to ensure accurate calls recording with proper audio/video settings.
Improved performance by supporting training department during Ramp Up season to conduct new hire Training.
Achieved quality/productivity metrics by delivering Peer to Peer monitoring, coaching, and auditing of tasks.
Saved cost, time, and resources by developing, deploying, and updating SOP.
Optimized client experience by researching/processing requests for Commercial/Medicare clients and resolving complex issues from customers while leveraging multiple internal/external business entities.
Improved project outcomes/deliverables by spearheading/delivering projects and leveraging proof of concept.
Attained recognition by innovating/streamlining processes and ensuring the program became standard practice.
Ensured effective coordination with teams and facilitated projects that require member outreach as preventative measures to improve systems and services.
Achieved set performance goals by facilitating onboarding training process for company’s training seasons.
Manager, Laser Mania 2005 to 2012
Ensured seamless operations by guiding customers on utilization/operation of equipment, repairing/maintaining all equipment on a daily basis, as well as opening/closing store. Guaranteed customer safety by sharing product knowledge with customers and delivering personalized recommendations.
Confirmed effective task prioritization by developing schedules and delivering staff assignments.
Enhanced cash flow by receiving and processing cash and credit payments for in-store purchases.
Improved customer satisfaction and retention rates by delivering exceptional customer service, maintaining professional customer interactions, and providing the best experience possible.
Lee’s Summit North High School
Awards & Honors
Received numerous awards for stellar performance, perfect attendance. While exceeding business-set goals for productivity and quality.
Active in the community, working with Harvesters and Lee’s Summit Social Services to assist those less fortunate.
08/2013 to 03/2021
Resolution Specialist / Workforce Analyst
Experience using Workforce Management applications, Kronos, NICE, Workbrain, and Aspect.