MiloG209 User
@milog209user
Workforce Analyst delivering forecasting, real-time optimization, and dashboards to improve service and efficiency.
United StatesWhat I'm looking for
I’m a results-driven Workforce Analyst with extensive experience in real-time management, data analysis, forecasting, and staffing optimization across high-volume contact center environments.
At Shipt, I lead real-time workforce operations by monitoring queue metrics and dynamically reallocating agents across channels to maintain service levels and minimize handle time. During a major AWS outage impacting Shipt’s app platform, I coordinated an all-hands staffing response, managed queue routing in real time, monitored work avoidance, and delivered live updates to senior stakeholders throughout the incident.
Previously, as an Experience Team (WFM) Team Lead, I forecast staffing needs and optimize scheduling across multiple departments using WFM software—consistently meeting service level targets. I conducted in-depth data analysis to identify staffing trends and patterns, led a team of experience specialists for workload allocation and performance, and designed training programs that improved customer service quality and productivity.
Earlier in my career, I supported customers in fast-paced technical and call-center roles, resolving complex issues with remote tools and ticketing systems while maintaining SLA targets and customer satisfaction. I also built a foundation of care and collaboration as an Occupational Therapy Assistant, developing personalized treatment plans with interdisciplinary healthcare teams.
Experience
Work history, roles, and key accomplishments
Led real-time workforce operations by monitoring queue metrics and dynamically reallocating agents to maintain service levels and minimize handle time. Coordinated an all-hands staffing response during a major AWS outage, managing queue routing in real time and delivering live updates to senior stakeholders.
Used WFM software to forecast staffing needs and optimize scheduling across multiple departments while meeting service-level targets. Led a team of experience specialists, handled escalations, and delivered training programs that improved customer service quality and team productivity.
TAC Agent
Hargray
Sep 2020 - Mar 2021 (6 months)
Resolved complex technical issues in a fast-paced support environment using remote tools and ticketing systems while meeting SLA targets. Managed multiple simultaneous tickets and maintained resolution quality and customer satisfaction.
Managed high-volume customer inquiries and complaints, maintaining strong satisfaction scores across six years. Partnered with cross-functional teams to identify and implement customer experience improvement strategies.
Occupational Therapy Assistant
Restore Therapy Services
Apr 2006 - Oct 2011 (5 years 6 months)
Developed and implemented personalized treatment plans for patients with physical disabilities in collaboration with interdisciplinary healthcare teams. Supported ongoing therapy goals and delivered patient-focused care.
Education
Degrees, certifications, and relevant coursework
Keiser Career College
Associate of Science, Occupational Therapy Assistant
2004 - 2006
Completed an Associate of Science in Occupational Therapy Assistant at Keiser Career College from 2004 to 2006.
Palm Beach State College
Associate of Arts, General Education
1996 - 1998
Completed an Associate of Arts in General Education at Palm Beach State College from 1996 to 1998.
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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