• Developed a comprehensive workforce planning strategies, including KPI target setting and sensitivity analysis, to improve operational efficiency• Led a high performing workforce planning team which entails forecasting, capacity planning, real time management and MIS expertise• Implemented effective procedures that facilitated performance management within the operations team, resulting in a significant reduction in shrinkage (from 38% to 29%). Additionally, adherence to schedules significantly improved, rising from 84% to 93%• Partnered with cross-functional teams to create and execute training and development programs, resulting in a 30% decrease in time-to-fill roles and a 15% reduction in staff turnover• Led a team of analysts in effectively forecasting hiring needs and consistently performing workforce analytics. Achieved a monthly accuracy rate of 5%• Managed real-time analysts and provided coaching to enhance team performance, leading to a 10% decrease in customer waiting times and improved customer satisfaction

• Developed a forecasting model that accurately predicted call volumes and staffing requirements, achieving up to 97% precision, and enabled better resource planning• Analyzed performance metrics and trends to precisely forecast staffing requirements, ensuring that personnel schedules were aligned with company objectives• Improved staffing efficiency from 73% to 87%, resulting in cost reductions and increased customer satisfaction• Presented complex data analyses and findings to multiple audiences, enhancing understanding and backing for data-driven decisions• Contributed to the successful launch of multiple new Lines of Business (LOBs) by meticulously calculating startup requirements and aligning schedules to achieve financial and service level objectives from the outset

• Resolved patient concerns with a focus on efficiency and professionalism, achieving a customer service satisfaction rate of 98% and supporting patient retention• Improved patient check-in and out processes, leading to reduced waiting times and enhanced patient flow, with a strong commitment to maintaining accuracy and completeness of patient records• Developed and delivered training programs for new employees, bolstering team performance and ensuring adherence to HIPAA and legal requirements• Collaborated with the supervisor to provide coaching and effectively manage agent performance, resulting in significant improvements in attendance, shrinkage, and quality, while also reducing involuntary terminations by 15%

Receive, storage and coordinate shipping of products to final destination. Review freight costs, transportation rates and the prices of raw materials to keep costs down. Handle inventory.

Prepared and placed the purchase orders for required items. Update inventory records. Monitored daily operations & supervise employees’ tasks.