Rachel Hill
@rachelhill
Experienced Workforce Management Analyst passionate about data analytics.
United StatesWhat I'm looking for
As a dedicated Workforce Management Analyst with over a decade of experience, I have honed my skills in optimizing call center operations through data-driven insights. My journey began at WellDyneRx, where I utilized the Aspect/Alvaria WFM platform to monitor real-time call queues, ensuring that key metrics such as abandonment rates and service levels were consistently met. My analytical approach has enabled me to create and maintain custom reports that align with contractual goals, providing valuable insights to both operations and executives.
Throughout my career, I have demonstrated my ability to adapt to changing business needs, whether it be adjusting schedules in real-time or implementing new systems like Amazon Connect. My commitment to excellence is reflected in my proactive communication with cross-departmental teams, ensuring alignment on performance and staffing needs. I take pride in my attention to detail and my ability to forecast staffing requirements accurately, which has significantly contributed to the overall success of the call center.
Experience
Work history, roles, and key accomplishments
Workforce Management Analyst
WellDyneRx
Oct 2012 - Present (12 years 8 months)
Utilized Aspect/Alvaria WFM Platform, Cisco UCCX, and Amazon Connect to monitor real-time call queues, ensuring calls were answered within goal metrics. Optimized schedules in real-time based on same-day needs, including adding last-minute out-of-seat items and adjusting for call-outs. Created and maintained custom reports for call center statistics, working with operations and executives to captu
Client Liaison for 4D Pharmacy
WellDyneRx
Jun 2014 - Nov 2015 (1 year 5 months)
Triaged, analyzed, and handled escalated concerns from 4D members before sending to Client Services. Collaborated with the Account Manager and Coordinator on issues concerning 4D members that required escalation beyond Member Services Management. Promptly handled other client concerns regarding member accounts.
Lead Representative Assignment
WellDyneRx
Jun 2014 - Nov 2015 (1 year 5 months)
Provided prompt responses to internal questions from agents via instant messenger, email, and on-demand requests. Accurately handled escalated calls from members, ensuring all concerns were addressed promptly. Assisted Supervisors with any additional needs, contributing to team efficiency.
Member Services Representative
WellDyneRx
Oct 2012 - Jun 2014 (1 year 8 months)
Responded to member inquiries, including plan coverage, account status, and claims assistance. Answered inbound calls from members and clients, updating member accounts and placing refill orders. Assisted pharmacies with troubleshooting claims, ensuring smooth operations.
Food Server
Hearth At Juday Creek
Jun 2011 - Sep 2012 (1 year 3 months)
Served food to residents of the assisted living facility, ensuring a pleasant dining experience. Maintained the cleanliness and preparation of the dining area for each meal. Assisted in the kitchen with prepping side dishes and dessert trays, and ensured the dish room was kept clean and up to code.
Customer Service Representative
Aerotek At Whirlpool
Jul 2009 - Dec 2010 (1 year 5 months)
Answered inbound calls, taking part orders for consumers and handling escalated calls for the parts department. Managed order tracking, troubleshooting, and setting up subscriptions for customers. Created and maintained accurate consumer profiles, processed mail-in orders, and handled invoicing.
Education
Degrees, certifications, and relevant coursework
University of Phoenix
Associate of Arts, Business Administration
Completed an Associate of Arts degree with a focus on Business Administration. This program provided foundational knowledge in business principles and practices.
Strayer University
Associate of the Arts, Business Administration Concentration Health Care Management
Pursued an Associate of the Arts degree with a concentration in Health Care Management. The curriculum covered business administration principles with a specialized focus on the healthcare industry.
Union High School
High School Diploma, General Studies
Obtained a High School Diploma, completing secondary education.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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