Experience

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  Citizens

  Mar 2005 - Jan 2009

  Head teller
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  Clinton county social services

  Jan 2009 - Dec 2014

  Senior clerk
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  Ruby receptionists

  Jun 2015 - Aug 2017

  Virtual receptionist
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  Ruby

  Jun 2015 - Dec 2019

  Workforce analyst

  - Analyze forecast volumes and available staffing resources for multi-channel contact center. - Create and publish schedules for optimal staffing. - Real time monitoring and adjustments as needed to drive towards meeting KPIs and SLAs. - Scheduling trainings, meetings, and ad hoc events, while maintaining staffing requirements. - Time off review and approval, resolution of daily schedule conflicts, monitoring attendance. - Bi-weekly time sheet auditing and approvals for HR. - Collaborate with HR on employee onboarding, departures, and separations. - Own administrative responsibilities of proprietary workforce software and Aspect WFM. - Customer service responsibilities as needed. Show less

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  Columbia sportswear company

  Feb 2020 - Jan 2023

  Workforce manager

  - Workforce analyst duties of multi-channel contact center - Creation and maintenance of multiple shared SOPs and Org charts. - Communicate performance, forecasts, insights, and actionable solutions to detected issues. - Provide analysis and recommendations based on forecasted volume and performance. - Own administrative responsibilities of NICE IEX and CXOne workforce software. - Coordinate with team leaders on workloads, staffing requirements and KPIs. - Run daily, weekly, and monthly reports and identify trends and patterns. - Customer service responsibilities as needed. Show less

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  Q5id

  Sept 2021 - Apr 2023

  Senior workforce manager

  - Workforce management duties of multi-channel contact center. - Lead and manage a team of customer service managers within the department. - Monitor and evaluate team performance, providing ongoing coaching and feedback to ensure quality service delivery. - Own administrative maintenance of Five9 workforce management software. - Collaborate with operations and finance to forecast goals and objectives. - Utilize advanced Excel and PowerPoint for C-suite reporting. - Collaborate with BI department to generate and analyze performance data to be used in budget and capacity planning. - Collaborate with all levels of leadership to drive towards forecasted accuracy and goals. - Communicate regularly with leadership to share performance insights, forecasts, and fiscally responsible staffing recommendations. - Customer service responsibilities as needed. Show less