Lakisha A. Rattler Seeking remote opportunities as a Sr. Workforce Management

Workforce Management Specialist

Rose International

Jun 2022 - Dec 2022 (7 months)

Conduct real-time monitoring of agents through real-time adherence view to ensure schedule adherence and notify support personnel on the floor to resolve adherence issues. Handle agents' pending time-off requests, schedule swaps, trades, etc. and the daily exception management of our Exception queue system. Workforce Management platform Genesys.

Sr. Workforce Management Analyst

Teladoc Health

Nov 2018 - Jun 2025 (6 years 8 months)

Report and work closely with the Operations and System Teams to manage and resolve downtime and telephone issues. Make adjustment to call allocations driven by the real-time trends. Conduct real-time monitoring of agents through real-time adherence view to ensure schedule adherence and notify support personnel on the floor to resolve adherence issues. Handle agents' pending time-off requests, schedule swaps, trades, etc. and the daily exception management of our Calabrio system. During low call volume, determine the business needs and allocate resources to alternative tasks or queues, or work with members of management to determine if voluntary time off can be offered. Update reporting packages for agents, teams, and programs to provide ana

Workforce Analyst

Ambit Energy

Jul 2015 - Nov 2018 (3 years 5 months)

• Assist with the development of comprehensive workforce planning and analytics methods, models and projections; to include analytics of turnover, absenteeism, strategic placement, etc. • Designs, builds and owns dashboards, scorecards, and reports that will enable the business to improve workforce capacity and capability. • Develops reports and presentations to summarize data, strategies, and recommendations. • Bring a consulting background and an ownership mentality so as to work effectively and quickly. • Fields adhoc requests and supports the analysis and delivery of information. Helps communicate key findings of adhoc analysis appropriately to the relevant stakeholders. • Responsible for support of all HR Analytics requests, support de

Support Specialist

Macys

Apr 2015 - Jan 2017 (1 year 10 months)

Essential Functions: Assist customers in all aspects of service fulfillment by demonstrating proficient use of proprietary devices and applications; proactively create enhanced shopping experiences through the heightened use of tools, technology and collaboration Process merchandise to floor ready standards and assist the Merchandise Team Lead with the placement of merchandise on the sales floor Place product to appeal to customer preference; Maintain high customer readiness standards by delivering a clean, neat, easy to shop store environment

Workforce Coordinator

Ambit Energy

Jul 2014 - Nov 2018 (4 years 5 months)

Real time monitoring of call center activities, including but not limited to call volume and representative activities Provide real time alerts and notifications Provide regular schedule adherence reporting and statistics Update/modify call center schedules and scheduled activities as needed Other duties as assigned

Work Flow Coordinator

First Data

Apr 2010 - Nov 2012 (2 years 8 months)

Monitor the process for prioritization of the workflow and resources based on volume and staffing to meet required deadlines. Follow client procedures and service level agreements to achieve performance objectives. Conduct problem solving and analysis to resolve day to day operational issues, conduct process audits daily/ weekly to provide quality feedback and ensure compliance with procedures, gather and input required operational statistics for reporting to management, interface with equipment vendors to report machine issues, assist operations Supervisor in communication process changes and operational requirements to team and ensure they are implemented, assist operations Supervisor with coordination and evaluation of training for new h

Extraction

Bank of America

Feb 2001 - Aug 2007 (6 years 7 months)

Performs 10 key data entry for Retail Payments. - Understands deliverables of the position and completes tasks within defined time frame while maintaining expected quality and accuracy. - Prioritizes tasks and coordinates the submission of time critical information. - Resolves or escalates system production issues to group leader or team manager. - Ensures daily activities comply with applicable regulations and policies. - Must be able to sit and stay focused for a long period of time. - Willing to learn other opportunities within the department and willing to assist in other areas when needed. - Flexibility desired when required to work late. - Operator will be required to meet established production and quality standards after ini

Lakisha A. Rattler

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