At Upstart, I supported workforce planning for approximately 300 frontline agents across three lending operations and six vendor partners. I translated interval-level forecast variances and staffing trends into recommendations, helping improve daily service levels and schedule adherence.
I owned end-to-end schedule creation and maintenance, made intraday staffing adjustments, and advised on overtime and time-off availability. I also partnered with Forecasting and FP&A on model feedback, headcount requirements, and staffing projections.
At Upstart, I played a key role in implementing NICE IEX and Genesys, supporting requirements gathering and testing while leading account setup, scheduling configuration, rollout planning, and stakeholder training. I also helped establish the initial Real-Time Adherence function with manual tracking processes, dashboards, and SOPs.
Earlier, at MGM National Harbor, I prepared weekly schedules for food and beverage and casino gaming teams in a 24/7 operation. My experience also includes client implementation at eBallot, strategic retail accounts at Simply Wireless, and guest operations at The Ritz-Carlton, Pentagon City.
