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Latrice Moore

@latricemoore

Workforce management lead at Verizon who standardized retail store visits and improved forecasting across operations.

At Verizon, I directed process improvement as Business Process Owner, developing SOPs, redesigning workflows, and establishing governance across a nationwide retail footprint. I also managed workforce planning and staffing models for more than 1,400 retail stores.

I developed a standardized retail store visit process where none existed, implemented it with a team of 30 peers, and shared it across the organization. I analyzed raw SQL performance data and prepared reports for six executive leaders.

Earlier at Verizon, I produced workforce forecasts that were 90% on target and built intraday workforce management frameworks across a 9,000+ employee network. I also identified an opportunity to save an estimated $100K in labor spend by adjusting vendor overtime.

Experience

Work history, roles, and key accomplishments

Senior Analyst, Sales Operations & Enablement

Verizon

Jul 2022 - Aug 2026 (4 years 1 month)

Directed enterprise process improvement initiatives as Business Process Owner, developing SOPs, redesigning workflows, and establishing governance frameworks. Managed workforce planning and staffing models for 1,400+ retail stores and prepared reports for executive leaders using SQL data.

Workforce Management Process Improvement SOP Development Governance Forecasting Headcount Modelling Change Management SQL Jira Retail Operations Data Analysis

Senior Analyst, Workforce Planning & Orchestration

Verizon

Jan 2017 - Jul 2022 (5 years 6 months)

Produced workforce forecasts that were 90% on target for call volume, average handle time, and service-level planning. Created data visualizations and staffing trend evaluations for 4 departments, and investigated customer interaction variations using Speech Analytics.

Workforce Planning Forecasting Data Visualization Speech Analytics Staffing Analysis Service Level Management AHT Analysis

Consultant, Workforce Planning & Analysis

Verizon

Apr 2016 - Jan 2017 (9 months)

Built volume, AHT, and SLA forecasts to improve staffing accuracy by 100% and introduced vendor overtime authorizations. Managed volume forecasting models and staffing schedules across multiple vendor locations.

Forecasting Workforce Planning Staffing SLA Management Vendor Management Data Analysis

Analyst, Workforce Planning & Analysis

Verizon

Mar 2013 - Mar 2016 (3 years)

Designed and implemented end-to-end intraday WFM frameworks across a 9,000+ employee network, stabilizing multi-site queue performance. Delivered an estimated $100K in cost savings by optimizing vendor overtime windows and held vendor partners accountable to SLAs.

Workforce Management Intraday Management Cost Optimization Vendor Management SLA Compliance Real Time Queue Management Training

Leave of Absence Coordinator

Verizon

Managed workforce scheduling for 500+ contact center agents, including shift bids, leave administration, and off-phone task allocation. Coordinated training logistics and monitored completion metrics, supporting a 95% training-completion rate.

Workforce Scheduling Shift Bidding Leave Administration training coordination Metrics Analysis