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Work Background
TinderDirector, Capacity Planning and Workforce Optimization
Jan. 2020 - May. 2024West Hollywood, CA● Establish all WFM processes and procedures in Member Experience to align operational KPIs with
meeting service objectives, including staffing models, forecasting, scheduling, reporting, and
performance analysis
● Evaluated vendor contracts and pricing, along with setting KPIs, resulting in refined staffing levels,
improved operational efficiency and reduced labor costs, and remain primary contact for vendor
relations
● Sourced and implemented a WFM solution for internal teams, providing for operational reporting
and improving turnaround times for highly sensitive escalations
● Collaborate with senior leaders and key stakeholders as needed in support of meeting operational
goals including product launches, feature/policy changes, and tool roll-outs
● Scope headcount requirements and forecasted labor costs related to proposed features, while
working with finance to maintain appropriate budgets
● Participated as a Mentor in MentorMatch program, connecting with two mentees in the Match
Group organization seeking professional guidance
AnthemManager, Workforce Management
Jul. 2015 - Jan. 2020* Successfully participated in and completed the SOAR Director Development program, focusing on inclusion and diversity in leadership at Anthem.
* Provide guidance to internal and vendor business partners, coordinating WFM actions in support of meeting operational goals for multiple lines of business. * Remotely lead a team of workforce analysts to provide support to various lines of business, ensuring proactive planning, staffing recommendations, scheduling and real time adjustments are made to meet service goals. * Led organizational efforts to standardize processes throughout WFM, providing guidance to associates through the process changes and improving how we support our business partners.
* Implement activities encouraging personal development and team work for WFM associates including WFM Friday Fun Fact emails, Accomplishments & Kudos, and Book Club. * Provide mentoring and guidance for associates preparing them for the next level in their careers.
Yahoo!Manager, Global Workforce Management
Jan. 2001 - Mar. 2015Burbank, CA* Virtually built and led a global team of intraday analysts spanning 5 locations
* Key contact for gathering requirements for new system implementation, including KPIs for reporting, historical contact volumes, and organizational structures; and led configuration efforts
* Liaison to Business Systems team ensuring all telecom, CRM and reporting systems maintained contact with WFM
* Developed policies and processes documents and trained users including WFM team members, Supervisors and Client Advocates
* Performed all roles within the WFM team including Forecasting, Scheduling, Intraday Analysis, and Reporting
* Simultaneously supported various independent business units within Yahoo, in multi-site, multi-skill, and multi-channel environments
* Experience using Blue Pumpkin/Verint, Genesys and NICE IEX Workforce Management platforms Additional Positions
* Workforce Management Business Analyst - Supported Search Marketing and Small Business teams in 4 locations. Produced forecasts and schedules, processed time off requests, completed quarterly shift bids, reviewed real-time adherence and ad hoc schedule adjustments. Developed performance reports with recommendations and analysis. System admin for for WFM and QA completing two system implementations and working with vendors to install patches or troubleshoot issues * Lead Client Advocate – Assisted with the development and success of advocates to grow the revenue of advertisers. Through team collaboration, found innovative solutions for growing revenue, and reported successes to leadership for implementation. Provided back-up coverage of WFM functions in the absence of the Workforce Manager
* CS Quality Coach – Mentored new hires, tracked their progress and provided feedback to leadership. Coordinated with the leadership to distribute work and make assignment adjustments as needed
* Senior Client Advocate – Performed click activity analysis for escalations. Tracked and reported issues to Loss Prevention Team
AT&T WirelessAssistant Store Manager
Jan. 1993 - Jun. 2000Pasadena, CA* Provided ongoing support for the sales team leading them to exceed sales quotas.
* Handled escalated customer issues and increased productivity through providing quality service.
* Conducted one-on-one meetings with employees for career development and goal setting, along with providing guidance on action items to meet set goals.
* Held Team Building events to build morale and promote teamwork.
* Received several awards for exceeding sales, operations and financial goals.
* Guided the sales team through the transition from LA Cellular to AT&T Wireless, including the training and support of several system changes and enhancements, as well as many policy changes.
* Created schedule for sales floor coverage and processed/approved payroll. Additional positions:
* Customer Support Specialist/Technician – Handled all back office retail operations. Trained new employees on store operations, policies and procedures. Resolved escalated Customer Service issues. Performed routine maintenance and minor repairs of cellular phone equipment. * Senior Field Coordinator – Conducted Technical Troubleshooting classes and provided ongoing technical support to the Telesales Department. Coordinated Field Technical appointments with customers. Processed service relocations for customers moving in/out of the service area.
* Roaming Support Specialist/Escalation Desk – Provided support for customers traveling outside the service area. Resolved escalated technical problems, communicating with carriers throughout the United States. Submitted weekly department productivity reports of call volume and sourcing information to the Management Team. Implemented a training program for new employees.
* Customer Care Representative – Supervised 16 temporary employees through a major systems launch. Compiled weekly sales sourcing information for the marketing department. Cross-trained to work in several departments during the holiday season.
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