Years of experience: 30

Call CenterSupport SpecialistCall Center SupervisorCustomer ServiceConsultingCustomer Success Manager

Trust Score

Exceptionally trusted; proven professional excellence.

80%
Jolie's Career Path
Director, Capacity Planning and Workforce OptimizationJan. 2020 -
May. 2024
TinderDirector, Capacity Planning and Workforce Optimization
West 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 c...
Manager, Workforce ManagementJul. 2015 -
Jan. 2020
AnthemManager, Workforce Management
* 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...
Manager, Global Workforce ManagementJan. 2001 -
Mar. 2015
Yahoo!Manager, Global Workforce Management
Burbank, 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...

Jolie's Posts

  • About myself

    Proficient in Excel, Word, and data analysis, I seek part-time roles, transitioning from corporate leadership. Successfully led a staffing review project, saving $400k quarterly. Enhanced service levels to 95% by implementing KPIs and SOPs. Mentored an analyst to a managerial promotion.

  • Job Description

    Seeking part-time roles focused on operational excellence, ideally in data entry or analysis. Open to full-time contract or consultancy opportunities that leverage my expertise in improving efficiency and productivity.

  • How to contact

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