Alicia White
@aliciawhite
I optimize workforce schedules, staffing coverage, and real-time support operations.
United StatesWhat I'm looking for
At Carter’s, I create and maintain staffing schedules for multi-channel support teams, using Verint WFM and AI-assisted tools to evaluate staffing impacts and guide intraday adjustments.
I track adherence, attendance, and exceptions; produce daily reports; and partner with operations and leadership to support coverage, service goals, and balanced skill routing.
My background also includes customer support across phone, chat, and email, including account servicing, claims processing, documentation, onboarding, and new-hire training.
Earlier in my career, I supported payroll, accounts payable, invoicing, reconciliations, vendor payments, and HR onboarding across healthcare, banking, retail, and service organizations.
Experience
Work history, roles, and key accomplishments
Workforce Management Specialist
Carter's
Nov 2016 - Present (9 years 10 months)
Create, optimize, and maintain staffing schedules for multi-channel support teams. Use Verint WFM and AI-assisted tools to evaluate staffing impacts and support intraday adjustments.
Universal Call Center Agent
Carter's
Nov 2015 - Nov 2016 (1 year)
Delivered phone, chat, and email support. Trained new hires and provided onboarding assistance.
Customer Call Center Agent
West at Home (Bank of America)
Jun 2010 - Apr 2015 (4 years 10 months)
Handled account servicing, claims processing, and documentation for HRA/FSA/HSA inquiries.
Customer Service Agent
Teletech
Nov 2007 - Jun 2010 (2 years 7 months)
Supported inbound service inquiries and email resolution tasks.
Accounts Payable & Payroll Specialist
Atlantic Shores Hospital
Sep 2006 - Sep 2007 (1 year)
Processed payroll cycles and vendor invoicing.
Accounts Payable Specialist
Carotek Inc.
Jan 2000 - Jun 2006 (6 years 5 months)
Managed invoices, check runs, and reconciliation reports.
Supported payroll resolution and onboarding processes.
Processed payroll transactions, adjustments, and staff training.
Area Coordinator
Belk Store Services
Jun 1994 - Aug 1996 (2 years 2 months)
Supervised administrative workflow and vendor payables.
Education
Degrees, certifications, and relevant coursework
Baltimore International Culinary College
Certificate, Culinary Arts
Completed a certificate program in culinary skills.
West Virginia State College
Bachelor of Science, Accounting
Completed additional coursework toward a Bachelor of Science in Accounting.
University of Charleston
Bachelor of Science, Accounting
Completed additional coursework toward a Bachelor of Science in Accounting.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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