About Me
Experienced Workforce Management Professional
Bringing over 7 years of expertise, I've thrived in diverse roles - I completed a Diploma of Nursing, in which I learned the importance of Person-Centered Care, the importance of empathy, respect and having a holistic view of what impacts them.
I've used this knowledge in my Workforce Management roles, to ensure a human-centered workforce experience to help foster a postive work environment, where everyone is set for success, and nothing less.
I am proficient across data analytics with my use of Python, Microsoft Excel, and PowerBI ensuring data-driven insights. As well as process optimization & strategic planning,
Skills
- Workforce Planning
- Capacity Forecasting & Optimization
- Advanced Data Analytics
(Python, Power BI, Excel)
- Stakeholder Engagement
- Cross-Departmental Collaboration
Technical Skills
- Python
- Time-Series Forecasting
(SARIMA, Holt-Winters)
- Power BI - Certified Power BI Data Analyst Associate
- Power Query
- Power Automate
- Microsoft Excel (Advanced)
- Workforce Management Software
- Genesys PureCloud - Certified Professional & WEM - Workforce Management Specialist
- Genesys Workforce Management
Work Experience
Employed At: Datacom
Workforce Planner
- Feb 2024 - Current
- Produce Long Term Capacity Plan 1-2 Years in advance
- Provide Recruitment, L&D with future headcount and training requirements to meet key targets across multi-skill operations.
- Utilization of PowerBI to automate reports including:
- Historical Shrinkage Reviews(Forecast vs Actuals)
- Speed to Proficiency Review for new intakes
- Average Handle Time per intake group impact on daily AHT
- Automatically send out runsheets and create excel files through combination of PowerBI & Power Automate.
- Utilization of Python to streamline time series forecasting techniques including:
- Moving-Average
- SARIMA
- Holt-Winters
Scheduling Analyst
- Jul 2021 - Feb 2024
- Creating and publishing rosters for >850 FTE telephony/processing agents
- Weekly staffing presentations to stakeholders
- Liaising with different departments to ensure smooth operations for telephony agents
Streamlined and simplified experiences for fellow scheduling analysts whilst adding value to overall processes(e.g. Task that previously required 1FTE to action was simplified into 1 Hours worth of work through combination of Microsoft Excel & PowerQuery)
Quality Assurance Specialist
- Apr 2020 - Jul 2021
- Improved Activity Corrections across 105 CSRs, going from an average of 85% > 95% across a single month.
- Managed communications inbox across several different operational floors, businesses, & stakeholders.
- Ensured all activities were strictly aligned to DSS Social Security Guide & Social Security Act 1991 - Federal Register of Legislation
- Quality checked End to End Claims to ensure all meets criteria and will not create financial or reputational risk.
Customer Service Representative
- Feb 2019 - Apr 2020
- Consistently within "High Performing" bracket, regularly exceeding KPIs. 700AHT, 90%+ Activity Proficiency.
- Provided Technical Peer Support to floor over over 500 CSRs.
- Worked collaboratively alongside multiple support teams to ensure service credit penalties were avoided.
- Accepted to "LEAD" skill development program due to exceptional behaviour 6 months into tenure, a skill development program generally only for those with 1-2 years of experience.
Education
Diploma Of Nursing
- 2017 - 2019
- TAFE SA Giles Plains