Taraswa Lance, MBA

Experience

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  Blue Cross and Blue Shield of North Carolina

  Jan 2002 - Jan 2007

  Financial Recovery Specialist/Workforce Management

  🔹 Maintained a productive and balanced work environment that enabled team members to reach their full career potential.🔹 Provided subordinates with well-defined job expectations and ongoing performance feedback.🔹 Corresponded with customers by investigating and resolving insurance claims.🔹 Provided network support for medical and legal documentation.🔹 Assisted with training courses for new employees.🔹 Monitored absentee levels of agents with management and human resource on attendance initiatives. Show less

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  Verizon

  Jan 2007 - Jan 2009

  Technical Support Representative

  🔹 Provided technical support services to help customers with Verizon business needs. Provided strong leadership and management skills🔹 Analyzed and fixed incoming technical support issues for customers.🔹 Performed initial diagnosis of systems hardware or configuration problems. 🔹 Enlisted network personnel, security personnel, and other support groups as necessary to facilitate resolutions.🔹 Provided information to the customer regarding the status and resolution of their reported problems. 🔹 Performed escalations to the specified support team.🔹 Documented cases and followed up on issues with a customer with resolution. Show less

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  IContact

  Jan 2009 - Jan 2016

  Workforce Management

  🔹 Responsible for Metric and KPI Reporting🔹 Monitored all real-time and daily activities to ensure operational and client goals are met. 🔹 Implemented all scheduling processes into an automated phone system scheduling tool.🔹 Developed call forecasts to a level of detail necessary for effective labor planning.🔹 Created reports on historical call volume, labor, and operating performance.

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  Nationwide

  Jan 2016 - Jan 2018

  Casualty Claims Adjuster

  🔹 Created comprehensive liability reports efficiently, following claims through investigation to completion.🔹 Collaborated with policyholders, claimants, agents, and adjusters throughout the process.🔹 Determined coverage limits and reserve amounts and researched court decisions, company policy, and guidelines.🔹 Escalated severe incident or reinsurance reports when necessary.

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  Sage Therapeutics

  Jan 2018 - Jan 2020

  Workforce Management

  🔹 Utilized workforce management tools to accurately forecast daily, weekly, and monthly work volume, call volume, and staffing needs.🔹 Generated daily and weekly agent schedules and tracked adherence to schedules.🔹 Prepared, analyzed, summarized, and delivered updates to department leadership on workforce capacity plans, insights, and trends to inform and guide critical business decisions. 🔹 Facilitated the PTO planning process and manage the monthly and quarterly vacation bidding process for the patient support services team. Show less

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  Biogen

  Jan 2020 - Jun 2022

  Program Lead Workforce Management

  🔹 Consistently met customer needs by achieving daily, weekly, and monthly staffing headcount and forecasting contact volumes.🔹 Coordinated shift assignments, vacation bids, and time off approvals for frontline coordinators.🔹 Streamlined communication between operations and team leads by monitoring WFM mailbox and intake system, maintain daily schedule processes and changes of frontline coordinators.🔹 Worked with PS Finance on the impact of staff changes, overtime, and holiday impacts.🔹 Worked with IT on system analysis, call routing (DDR Logic), and performance optimization.🔹 Created policies and procedures to standardize specific WFM functions🔹 Trained and mentored team in WFM best practices🔹 Worked with Operations Partners to share responsibility for meeting service level and response time objectives across all contact channels🔹 Led staffing changes to support operational objectives in cases of unexpected rises in contact volumes or absenteeism, handles the communication and coordination with the operation and workforce leadership🔹 Compiled daily, weekly, and monthly reporting of resource management results for the Operations management team which include monthly attrition, monthly capacity/utilization and performance reports, intra-day summaries, and daily summary reports. Show less

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  ASCENSION MEDICAL GROUP MICHIGAN

  Aug 2022 - now

  Workforce Management Analyst

  • Optimized workforce scheduling by analyzing historical data and identifying trends.• Enhanced productivity with streamlined processes for staff allocation and workload management.• Improved employee satisfaction by addressing scheduling concerns and implementing flexible solutions.• Collaborated with cross-functional teams to develop strategies for optimizing staffing levels.• Implemented key performance indicators to measure workforce efficiency, leading to targeted improvements.• Created custom reports to track team performance, enabling informed decision-making and targeted interventions.• Designed forecasting models to predict future workforce requirements based on historical data and trend analysis.• Managed time-off requests and shift swaps efficiently, maintaining a fair and balanced schedule for all employees involved.• Managed overtime, shift swaps, breaks, and PTO requests.• Provided real-time support during high-volume periods, ensuring adequate staffing levels, and minimizing wait times.• Served as subject matter expert on call center performance metrics analysis, design, and development. Show less