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Rose User

@roseuser2

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Expert WFM analyst focused on efficiencies, process improvement and forecast accuracy

United States

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What I'm looking for

I am looking for a role that fosters innovation and values data-driven decision-making, with opportunities for professional growth.

I am a self-motivated and hard-working professional with over 24 years of experience in Workforce Management and Capacity Management. My expertise lies in identifying and implementing efficiencies that have saved my organization $1.8 million since 2023. I excel in staffing analysis, process improvements, and AI Speech Analytics configurations, ensuring exceptional forecast accuracy and enhancing customer experience.

As a Systems Analyst II at Cleveland Clinic Foundation, I have become a subject matter expert in Verint configuration and management. I am adept at presenting metrics and recommendations to executive leadership, training teams on best practices, and driving change through data analysis. My strong understanding of business objectives allows me to balance internal and external customer satisfaction effectively.

Experience

Work history, roles, and key accomplishments

Current

Systems Analyst II

Current

Cleveland Clinic Foundation

Jun 2014 - Present (11 years 1 month)

Served as a Verint subject matter expert, handling configuration and troubleshooting to ensure optimal system performance. Achieved exceptional forecast accuracy, ending 2024 within 1% and 2023 within 5%, and provided comprehensive reporting and trending on key call center metrics to executive leadership.

Verint WFM Forecasting Speech Analytics Process Improvement Project Management Vendor Management

Capacity Management Analyst

Nationwide Insurance

Oct 2013 - Jun 2014 (8 months)

Managed forecasting and scheduling using the IEX WFM tool, analyzing and reporting call trends and associate behavior to all management levels. Recommended and implemented process improvements to enhance forecast accuracy, schedule change requests, handle time variations, and scheduled adherence.

Forecasting Scheduling Process Improvement Reporting Data Analysis

IT Service Desk Administrator

Bob Evans, LLC

Jun 2012 - Oct 2013 (1 year 4 months)

Oversaw scheduling, administration, and daily monitoring of call center associates' schedules using self-created forecast and staffing models. Tracked, trended, and reported on call trends via the Service Now Incident Management tool, presenting findings daily, weekly, and monthly to upper management.

ServiceNow Service Now Call Center Operations Scheduling Forecasting Incident Management Reporting VIP Support

Demand and Resource Senior Analyst

Cardinal Health

Sep 2007 - Jun 2012 (4 years 9 months)

Served as a Team Leader and subject matter expert, flawlessly transitioning and updating from Blue Pumpkin WFM to the new Verint Impact 360 WFM tool. Administered and daily monitored call center agent schedules, built forecast models, and created schedules.

Verint Impact 360 Team Leadership Forecasting Scheduling Process Improvement

Medical Assistant

Columbus Arthritis Center

Jan 1995 - Jan 1998 (3 years)

Provided comprehensive front and back-office support, managing billing and medical records efficiently. Handled patient registration, medical history documentation, and performed clinical tasks including EKG's and blood draws.

Medical Billing Medical Records Patient Registration Phlebotomy Back Office Support