Allison Schofield
Henty,NSW
Summary
Highly-focused and accustomed to working in dynamic everchanging environment. I bring 30+ years planning/management experience with extensive customer service and staff relations. I am astute and have the ability to link complex requirements from a broad range of stakeholders and merge these together to meet set outcomes. Mature enough to have seen just about everything, yet young enough to bring an enthusiastic vibrant energy to your workplace.
Overview
20
20
years of professional experience
Work History
Workforce Planner
Federal Government
Wollongong
1998.03 - 2018.05
- Interpret and apply complex legislation, EA policy and procedure to staff scheduling
- Liaise with stakeholders to plan and forecast learning and development.
- Handle all schedule-related requests, including PTO, shift swaps and overtime.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Recommended changes or modifications to existing policies that would improve efficiency across all departments.
- Identified opportunities to improve current processes, procedures and systems related to workforce planning.
- Advise senior leadership on best practices related to workforce planning initiatives.
- Conducted gap analysis of current staff versus projected needs based on forecasted workloads.
- Assisted in the development of succession planning strategies to ensure continuity within key roles.
- Collaborated with senior and department leaders to develop and implement workforce plans.
Contact Center Team Leader
Federal Government
Illawarra
1998.03 - 2018.05
- Developed team members through one-on-one coaching and escalated call management.
- Coordinated cross-training initiatives between teams in order to maximize resources utilization.
- Resolved team support issues with efficient approach to keep call center operating smoothly and customers satisfied with services.
Education
Operational Leadership 2 Years PT - Management/Leadership
Federal Government
Illawarra2010-01
Cert IV Telecommunications - Telecommunications
Federal Government
Illawarra2000-01
Cert IV Optical Dispensing - Optics
Ultimo TAFE
Sydney, NSW1995-01
Skills
- Human Resource Operational/Management Software
- Workforce Management Tools
- Statistical Data Analysis
- Training and Development coordination
- Schedule Coordination
- Resolving Issues
- Determining Staffing Needs
- Setting Schedules
Timeline
Workforce Planner
Federal Government
1998.03 - 2018.05
Contact Center Team Leader
Federal Government
1998.03 - 2018.05
Operational Leadership 2 Years PT - Management/Leadership
Federal Government
Cert IV Telecommunications - Telecommunications
Federal Government
Cert IV Optical Dispensing - Optics
Ultimo TAFE
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