Ashley Walsh
Summary
Dynamic, resourceful and industrious workforce planning professional with over 20 years experience fully committed to providing the highest possible standard of customer service and support, I am able to establish relationships and build rapport with clients, staff, management and vendors.
Proven ability, insight and expertise in analysis, reporting, monitoring and maximisation of utilisation of resources, process improvement, system implementation and development.
Thrive within a team dynamic, supporting and helping others or as an independent contributor who enjoys seeking solutions to a problem or task at hand and identifying improvement opportunities. Friendly administrative professional offering excellent client engagement and telephone etiquette skills. A dependable Scheduling Coordinator promoting efficiency in shift staffing, making travel arrangements and handling employee timekeeping.
Overview
33
33
years of professional experience
Work History
Scheduling Coordinator - Brightwater At Home
Brightwater Care Group
06.2021 - 05.2023
- Led team of Schedulers to create staff rosters consistent with client support plans (service requirements) and customer service expectations (as well as fair, equitable and engaging, attractive and fair for staff)
- Collaborated with BAH Management team to develop and implement policies, processes and guidelines that deliver efficient roster and leave management processes consistent with employment conditions (Enterprise Agreements and employment contracts) and budget constraints
- Analysed scheduling and workforce data to identify gaps in service and employment compliance, collaborating with BAH Service Leads to implement improvements
- Worked with BAH Service Leads and Recruitment to ensure sufficient supply of appropriate staff to meet client needs and mitigate against use of casual and agency staff
- Maintained currency and accuracy of client data in client management system and ensure cases are set up correctly for information to be pulled from Carelink to DEX
- Produced reports for BAH Management and others as required on scheduling services, including staff attendance records
- Conducted Testing of any rostering system enhancements, liaise with IT scheduling of updates, advise business and ensure backup in place and provide training, support and instructions to users prior and after update installed
- Collaborated with Payroll to ensure systems are up to date to ensure export data is correct and leave info matched Payroll system
- Reviewed and recommended enhancements to work processes and systems to ensure that all scheduling procedures are up to date
- Effectively communicated and built rapport with staff, clients and other key stakeholders (including family members).
- Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
- Developed strong working relationships with management and executive team through effective scheduling and communication skills.
- Completed bi-weekly payroll for 250+ employees
Rostering Coordinator
Activ
10.2017 - 06.2021
- Rostered all direct care staff across designated Accommodation & Community Services area
- Arranged replacement direct care staff to cover sick leave, annual leave, planned/unplanned absences
- Verified time sheets for all direct care staff against roster for every fortnightly pay period, including overtime and time adjustment forms
- In consultation with Team Leaders appropriately matched direct care staff to meet service needs of clients
- Liaised with staff, Team Leaders and Team Manager regarding rosters
- Liaised with Payroll to respond to staff enquiries regarding pay issues promptly
- Ensured daily replacement of direct care staff was cost effective
- Compiled statistical information for reports/submissions as required
- Maintained confidentiality of staff contact details and information at all times
- Reviewed and recommended enhancements to work processes and systems to ensure that all administration procedures are up to date
- Completed documentation relating to staff commencement, annual leave, sick leave and training
- Effectively communicated with staff, clients and other key stakeholders (including family members)
- Ensured all published schedules to strictly adhere to current Enterprise Agreement conditions.
- Entered data, generated reports, and produced tracking documents.
- Supported other team members through day-to-day work and complex problems.
Workforce Planning Manager
RACWA
09.2016 - 08.2017
- Formulated accurate strategic and long term forecasting to ensure adequate resources are engaged to meet Sales and Member Service Sales KPI’s
- Reviewed performance for accuracy and continually improve forecasting methodology to ensure consistent high level performance for Sales and Member Service business units
- Determined recommendations to determine recruitment FTE requirements including skill mix to maintain acceptable service levels within budgetary constraints
- Ensured that significant risks and issues identified at earliest opportunity and solutions sourced and implemented in timely manner
- Identified to senior management potential improvement solutions to rosters and resource deployment methods
- Investigated methods and approaches to ensure efficiencies across workforce, including auditing process and systems
- Delivered response management and contingency planning
- Oversaw process and guidelines to ensure changes of availability or change of hours from front line are managed effectively
- Ensured all published schedules to strictly adhere to current Enterprise Agreement conditions
- Ensured accuracy of short term forecasts, rostering, and scheduling methods
- Provided appropriate resourcing models for future developments
- Reported on current trend and forecast performance.
- Oversaw training and onboarding process for all newly hired employees
Business Analyst - WA and SA Contact Centres
Silver Chain
01.2012 - 09.2016
- Developed both Short and Long Term Forecasting based on Monthly and Seasonal Trends for WA and SA Contact Centres
- Made Recommendation in regards Recruitment and Deployment
- Developed Rosters that ensure that all Service Level Targets are met
- Provided accurate and well-presented reports that impart required information to relevant stakeholders
- Collated and distributed daily, weekly and monthly reports for internal and external stakeholders
- Provided reports and Analysis on services provided by Silver Chain and services used by Contact Centres
- Prepared documents, correspondence and presentations
- Analysed and interpreted trends and provide solutions/ideas for improvement opportunities
- Accountable for call routing strategy ensuring business objectives and needs are discussed and weighed against operational performance standard to ensure optimum results are being achieved and that all operational and business goals are met.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Collaborated with stakeholders to define project objectives and criteria.
- Performed gap analysis to identify areas of improvement.
Scheduler
Amana Living
11.2009 - 09.2011
- Rostered Community Support Workers (CSW) and other community staff to provide at home services to meet clients’ needs as per plan of care
- Processed Client Management System (SMS), timesheets and kilometre claims to interface with payroll systems to ensure timely payment of staff
- Maintained Client Management System (SMS)
- Prepared reports from Client Management System (SMS) as per delegated Report Schedule and ad-hoc requests from General Manager Community
- Liaised with Community Coordinators, Support Officers and other schedulers to identify short or long term changes to client services
- Liaised with Clients re Services
- Optimised rosters to maximise utilisation of Amana Living CSW in line with their availability
- Made Recommendations re Staffing Requirements
Team Leader Telecommunications
Burswood Entertainment Complex
01.2007 - 04.2009
- Oversaw, managed, maintained and distributed all supported equipment and services and oversee maintenance and support of all communications systems and network
- Coordinated technical support for telephone installations, connections, relocations and repairs
- Managed and developed effective working relationships with telecommunications vendors
- Developed and maintained up to date documentation for support procedures and technical requirements for applications supported
- Provided coaching and development instruction by motivating and mentoring assigned representatives in attaining individual performance goals through evaluations and feedback
- Identified and provided solutions for problems within supported environment to meet business requirements
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Managed and assisted in management of projects to introduce and update communications infrastructure to ensure projects meet time, cost and functionality objectives.
Functional Specialist – Virtual Roster Project
Burswood Entertainment Complex
12.2005 - 01.2007
- Coordinated introduction of new Rostering System to all of Burswood Entertainment Complex
- Professionally interacted with Business Units to assess business requirements and determine software needs and developed rosters in Virtual Roster to align with these
- Developed and maintain effective working relationships with vendors and be key liaison to ensure all requirements, areas of concern and developments are communicated and actioned
- Implemented and tested payroll rules and interface within Virtual Roster and ensure all Awards and agreements within Burswood are correctly adhered to and processed correctly
- Implemented, developed and tested Time Clocks and interface within Virtual Roster to ensure data is being captured correctly to ensure employees are paid correctly
- Trained, supported and mentored staff in functions of Virtual Roster
- Developed Documentation and User Guides
- Coordinated Meetings and complete Project Meeting Minutes as required
- Completed other Projects as specified by Management.
Contact Centre Analyst
Burswood Entertainment Complex
07.2004 - 12.2005
Workforce Analyst
RACWA
05.2001 - 07.2004
Call Centre Resource and Scheduling Officer
Bankwest
03.1997 - 05.2001
Systems Support Officer•Records Officer•Tellers Supervisor•Teleservice Officer
Bankwest
02.1990 - 03.1997
Education
Applecross Senior High School
1988
Skills
- Customer Focus - Fully committed to providing highest possible standards of customer service and support
- Leadership - Ability to manage, motivate, mentor and support employees to develop their performance and achieve assigned results
- Proven Verbal and Written Communication Skills – Able to communicate effectively with customers and all levels of staff and provide and adapt training and support to cater to all levels of expertise
- Outstanding Analytical Skills – Ability to analyse complex data with high level of accuracy and make decisions and recommendations based on this
- Skilled Problem Solver – Systematically investigate problems to reach require outcomes
- Report Writing Skills – Originated and developed numerous reports to highlight and improve performance Complete all reports with focus on accuracy and attention to detail
- Excellent Time Management and Planning Skills – Deliver outcomes within tight deadlines
- Focus on Quality – Understand and appreciate importance of job well done
- Quick Learner – Grasp new concepts and systems easily Always looking to add to knowledge base and ways things can be improved
- Self-Starter – Can do attitude Can be depended on to take initiative and complete tasks under minimal supervision
Accomplishments
- National Workforce Champion – ATA Awards
- Project Lead for Implementation of New Interactive Intelligence Telephony Platform across both WA and SA Contact Centres for Silver Chain and provided Training, User Manuals and ongoing support to all staff
- Developed and Introduced New National Call Routing Strategy that improved staffing efficiency and increased Services Levels for Customers
- Implemented significant changes that have revolutionised Workforce Planning processes across both WA and SA Contact Centres at Silver Chain
- Coordinated introduction of new Rostering System and Centralised Scheduling Team to Burswood Entertainment Complex including training, mentoring and support of staff across all levels of the Business along with development of user guides
- Successfully Project Managed upgrades of Telephony Services and infrastructure through Crown Hotels and developed user guides and trained and mentored staff in usage
- Recognised for Providing Quality Customer Service through client and staff feedback
- Formulated new forecasting method using Exponential Smoothed Weighted Average formulae which resulted in greater accuracy in forecasts
- In lieu of a proprietary WFM solution, established a new forecasting model which resulted in a highly accurate forecast of future work volumes across multiple Contact Centres
- Introduced new rostering spreadsheet that schedules all activities for staff for each Interval to ensure we have the right people at the right place at the right time to meet customer demand
- Developed and Improved Call Centre Reporting enabling performance to be measured more readily and accurately
- Completed Process Review of Group Wide Resource Coordination at request of General Manager
- Completion of Internal Leadership Programs at multiple Employers
- Successfully implemented Workforce Management system across two Call Centres including providing training and support for all users at RACWA
- Revised Staffing Levels and Maximised Roster Efficiency to within Budget whilst ensuring Service Level Objective was attained at all Businesses
- Automated Client Notification of Service Changes Process resulting in improved efficiencies, improved transparency, reduction of paper usage and Increased level of Customer Notifications being completed resulting in higher levels of customer satisfaction
- Ranked Top 5 Percentile Analytical Reasoning Test.
Timeline
Scheduling Coordinator - Brightwater At Home
Brightwater Care Group
06.2021 - 05.2023
Rostering Coordinator
Activ
10.2017 - 06.2021
Workforce Planning Manager
RACWA
09.2016 - 08.2017
Business Analyst - WA and SA Contact Centres
Silver Chain
01.2012 - 09.2016
Scheduler
Amana Living
11.2009 - 09.2011
Team Leader Telecommunications
Burswood Entertainment Complex
01.2007 - 04.2009
Functional Specialist – Virtual Roster Project
Burswood Entertainment Complex
12.2005 - 01.2007
Contact Centre Analyst
Burswood Entertainment Complex
07.2004 - 12.2005
Workforce Analyst
RACWA
05.2001 - 07.2004
Call Centre Resource and Scheduling Officer
Bankwest
03.1997 - 05.2001
Systems Support Officer•Records Officer•Tellers Supervisor•Teleservice Officer
Bankwest
02.1990 - 03.1997
Applecross Senior High School
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