As an analyst of the Workforce Planning Unit, I am responsible for planning, organizing and completing workload-related activities such as forecasting, planning, and scheduling for the DI branch. Utilizing Workforce Management (WFM) platforms such as the Verizon CXone Virtual Contact Center (VCC), NICE-IEX Workforce Management/WebStation, Amazon Connect (AWS), and other identified systems. Develop strategy recommendations to provide to the DI Branch management. Independently perform complex and sensitive analyses for the DI Workload Optimization “Command Center” Division, pertaining to the DI Branch’s workload forecasting, planning, and scheduling activities and initiatives. Perform the more difficult and complex analyses for the DI Workload Optimization “Command Center” Division and is responsible for a full range of business process and project management activities. Work closely with interdepartmental staff and management across the DI Branch, to ensure critical collection of DI workload data used to support the DI program’s workload management, planning, scheduling, and forecasting. Additionally, analyze large amounts of data to understand workload trends based on the cyclical nature and economic factors that impact the DI program. Work in a fast-paced environment and has strong communication skills (written and verbal), as I am responsible for providing data-driven, time sensitive information and recommendations to stakeholders across the DI Branch.

As an analyst of the Workforce Administration Unit, I analyzed, interpreted, processed, and organized statewide call center statistical data into a consumable format for presentation to management and executive level staff, with the ultimate audience being the Governor’s office. Investigated outlier data to ensure accuracy and uncovered trends or underlying patterns. Imported, exported, and cross referenced call center data using a statistical application named Salesforce Tableau. Was responsible for forecasting call center information using a statistical application named NICE-IEX Workforce Management system. Collaborated with other branches to provide data analysis and customized statistical reports for operations to remove bias and inform decision-making. Used applications like Virtual Contact Center (VCC), Every Customer Has Opinions (ECHO), and Verizon Enterprise Center (VEC) to access call center data to be used for reporting purposes. Recommended solutions to executive management about internal programs so they are running as efficiently as possible, triaged information system issues with a vendor for resolution, acted as a liaison between my department and a vendor, monitored the department's call volume to make sure calls get through the system. Ensured that the caller to agent ratio standard was kept based on meeting the predetermined metrics. Worked in a team to complete a wide array of projects, participated in planning meetings with operations staff and document meeting action items, implemented a statewide Workforce Management System for the Disability Insurance program. Trained managers and other staff on proper use of information systems.

As an analyst in the Telecom Unit, I analyzed information, processed statistical data into a consumable format for management level staff, trained managers and other staff on proper use of information systems, ensured that the caller to agent ratio standard is kept, make suggestions on our internal programs to make sure they are running as efficiently as possible, triaged information system issues with a vendor for resolution, participated in planning meetings with operations staff, acted as a liaison between my department and a vendor, monitored the department's call volume to make sure calls get through the system, responsible for forecasting call center information, proficiently worked in a team to complete a wide array of projects, documented meeting minute notes, helped implement a department wide Workforce Management System.

As a student assistant in the Identify Verification Unit, I conducted research and analysis on cases to evaluate for possible fraud. Assisted with general office tasks such as filing, making copies, and faxing documents. Provided excellent customer service to the general public indirectly. Conducted research by cross referencing multiple databases. Analyzed submitted documentation by applicants for identity verification and possible fraud detection. Organized information information into a more understandable format. Used multiple information systems to complete claims. Made suggestions on how to improve the current claim process. Review work of assigned team members for accuracy. Accessed criminal history databases, interpreted criminal history records. Effectively worked as a part of a specialized Legislative Referral team to expedite certain claims.

Successfully worked as a part of a team to provide quality customer service with attention to detail. Consistent in delivering excellent service. Cleaned the restaurant and tables, organized the common areas, and helped provide a suitable atmosphere for customer enjoyment. Ability to work fast and adjust to any situation.

Provided outstanding customer service, cashiered, pushed carts, loaded cars, lifted heavy objects, helped promote a spectacular work environment, spotted forklifts, effectively worked as a part of a team, swept and cleaned my register and surrounding areas, translated, provided directions, drove rental trucks, worked in the garden area, ordered items for customers, front faced and stocked items, worked in shipping, worked in returns and customer service.

Provided stellar customer service, handled monetary transactions, recorded information into Excel database, preformed general maintenance, occasional kitchen duties, productively worked as a part of a team, used information systems to keep track of member affairs, catered to members' needs, provided childcare for member’s kids, event setup/take-down.