Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Bree Jarvis

Tullimbar,NSW

Summary

Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organised and skilled with excellent critical thinking, problem-solving and planning abilities. Motivated to work within a team or independently to achieve any task received. Focused on maintaining optimal coverage and service levels while building on relationship's with stakeholders.

Overview

8
8
years of professional experience

Work History

Workforce Scheduler Analyst

Allianz
06.2022 - Current
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Created training materials for new employees to provide information about attendance guidelines.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Optimised schedules, forecasts and other tools to present to management.
  • Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
  • optimisation of breaks and schedulers on a monthly, weekly and daily basis.
  • Assessed group allowances in teams to accommodate leave and day away.
  • Management of 130 staff and their daily movements within the contact centre
  • Work within a high pace environment with multiple tasks leading to the overall outcome of multiple service lines
  • Collected and analysed information to monitor compliance outcomes and identify and address trends of non-compliant behaviour.
  • Advocated for staff members, helping to identify and resolve conflicts.
  • Worked alongside National business leader to deploy new training strategies.
  • Leading efficiency by ensuring employees are assigned/allocated to the right skill set at the required time to meet forecast demand and budget expectations.
  • Work independently and also within a team environment
  • Brilliant communication skills
  • Advanced windows application knowledge

Workforce Real Time Analyst

Allianz Insurance
01.2022 - 06.2022
  • Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
  • Provided training on dashboard and package development to team members and management.
  • Optimised schedules and other tools to present to management.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Align queues and relevant skill sets
  • Monitor Adherence,talk time, ACW and occupancy to ensure necessary steps are taken to achieve service level.
  • Break Optimisation
  • Annual Leave processing
  • Audit completion
  • Payroll Processing
  • Intermediate knowledge of Aspect Workforce Management, VQ Alerts and Real Time Adherence software and configuration.
  • Scheduler Cover - Ensured the smooth operation of schedules by adjusting schedules to accommodate breaks, staffs annual leave, training, off phone time, overtime, sick leave etc.
  • Scheduler Cover - Ensure the intra-day staffing management takes into consideration planned leave and other staff requirements including public holidays as well as make any recommendations for resource allocations
  • Scheduler Cover - Key communicator with stakeholders to understand the requirement within individual teams to achieve service targets.
  • Ability to collaborate with internal Colleagues and participate in projects

Customer Service Specialist

Allianz Insurance
03.2021 - 01.2022
  • Handled over 30 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Surpassed performance goals by approaching interactions with resourcefulness, organisation and customer-centric solutions.
  • Described product highlights and benefits to help guide purchasing decisions.
  • Offered internal and external customers first-rate customer service to maximise satisfaction and business success.
  • Reinforced established quality control standards and followed procedures for optimal customer interactions.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Excellent understanding of system and software use. Understanding of contact centre reporting
  • High attention to detail within customer calls and daily organisation
  • Accuracy in identifying errors and inconsistent within information then creating a resolution.
  • Participating in all culture club activities and reinforcing a positive culture within the Brisbane office
  • Taking the time for people and growing relationships and knowledge of the Brisbane Office/Staff

Customer Service Coordinator

Visy - Glama Pak
08.2020 - 02.2021
  • Devised and deployed successful approaches to retain customers and boost brand loyalty.
  • Provide effective and efficient frontline customer service for the general public and cliental
  • Extensive experience in microsoft suite
  • SAP Experience
  • Monitored and reported on trends in customer ordering to evaluate stock control and forecast future stock movements.
  • Coordinate multiple customer stock levels and deliveries
  • Invoicing within the transport dispatch team
  • Coordinated logistics for customer orders.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • General office administrative tasks.
  • Observant of safety to myself and coworkers within the office and on the factory floor

Swim Instructor

Edge Aquatics
07.2019 - 08.2020
  • Learned and maintained proficiency in first responder skills such as First Aid and CPR to offer individuals in distress optimal support.
  • Reminded students to practice swimming strokes to develop their skills and improve technique.
  • Taught students pool and water safety guidelines.
  • Reiterated water safety practices and lifesaving measures, including technique at every class to prevent accidents.
  • Tracked students' progress and gave constructive feedback for skills requiring improvement.
  • Sampled pool water to check chemical levels prior to starting swimming instruction.

Membership Coordinator Maternity Contract

Master Builders Association Victoria
08.2019 - 02.2020
  • Greeted and welcomed new members, establishing and updating memberships to Master Builders.
  • Preparation of New member packs
  • Processing of new member applications and NSW insurance applications
  • Support to training courses, seminars and local building industry events
  • Timely execution of termination Calls to member and collection of overdue membership Fee’s
  • Maintain CRM database
  • Event organisation (Building Awards nights, Albury Gold cup, Trade Nights, Gold Day etc)
  • Communication to Master Builder Members in both NSW and VIC with ongoing support
  • Provide outstanding customer service
  • Proactively engaging with Members ensuring all expectations have been reached.

Administrator/Receptionist

SLR Consulting Australia Pty Ltd
07.2017 - 04.2019
  • High level of verbal and written communication and customer service
  • Highly developed keyboard and computer skills, Microsoft Office, Adobe PDF, Excel, PowerPoint and Telephone communication software
  • Demonstrated ability to work with diverse people
  • Client management systems and reception duties
  • Knowledge and experience in team management with over 100 Staff in the office
  • Work collaboratively with groups and my team
  • Ability to identify, develop and implement initiatives of continuous quality improvement
  • Experience in financial operations such as accounts processing, Credit card reconciliation, banking procedures, Client Invoicing and petty cash
  • Verified data integrity, accuracy and discretion
  • Analysed departmental documents for appropriate distribution and filing.

Association Event Planner/Secretarial Assistant

Queensland Petroleum And Exploration Association
07.2017 - 04.2019
  • Coordination of monthly events with 240+ attendees
  • Speaker and Venue conformation
  • Sponsorship organisation for each luncheon and yearly sponsors
  • Creation of invitation and distribution
  • Use of Eventgate software
  • Event coordination on the day for all attendees, seating, table arrangements, presentation's, dietaries, food and drink
  • Ensure the President of the committee has all they may need for each luncheon every month
  • Attention to detail
  • Organisation skills
  • Good interpersonal and supervisory skills

Personal Assistant

Clearsafe Environmental Solutions
02.2016 - 06.2017
  • Handled incoming mail, bills and invoices and completed appropriate actions.
  • Answered a high volume of phone calls and email inquiries.
  • Organisation and time management
  • Accuracy and attention to detail
  • Calendar management
  • large scale project coordination
  • Global office communication
  • Basic accounting experience in Xero

Education

Warilla High School
Warilla, NSW

Skills

  • Time Management
  • Result Orientated
  • Proactive
  • Efficient
  • Reliable
  • Flexible team member
  • Organisation

References

Martin Van Dongen (Current)

Real Time Lead- Allianz

0438 373 062


Tiegan Bonnet 

Senior Scheduler - Allianz

0423 244 034

Timeline

Workforce Scheduler Analyst

Allianz
06.2022 - Current

Workforce Real Time Analyst

Allianz Insurance
01.2022 - 06.2022

Customer Service Specialist

Allianz Insurance
03.2021 - 01.2022

Customer Service Coordinator

Visy - Glama Pak
08.2020 - 02.2021

Membership Coordinator Maternity Contract

Master Builders Association Victoria
08.2019 - 02.2020

Swim Instructor

Edge Aquatics
07.2019 - 08.2020

Administrator/Receptionist

SLR Consulting Australia Pty Ltd
07.2017 - 04.2019

Association Event Planner/Secretarial Assistant

Queensland Petroleum And Exploration Association
07.2017 - 04.2019

Personal Assistant

Clearsafe Environmental Solutions
02.2016 - 06.2017

Warilla High School

Similar Profiles

CREATE PROFILE
Bree Jarvis