Merve Kanli
Middleton Grange,NSW
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Specializing in scheduling optimization and fostering team collaboration. Successfully leading projects to streamline operations, enhancing efficiency and team performance.
Overview
8
8
years of professional experience
Work History
Senior Workforce Analyst
Services Australia
04.2023 - Current
- Conducted regular audits of workforce data to ensure the highest levels of accuracy and integrity were maintained, allowing for more informed decision-making by both internal and external stakeholders.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Managed complex projects involving multiple stakeholders, successfully delivering results within tight deadlines.
- Streamlined workforce management processes, implementing efficient systems for tracking productivity and performance.
- Implemented real-time monitoring tools to track team performance against established benchmarks, ensuring timely corrective actions were taken when necessary.
- Optimized workforce scheduling by analyzing historical data and identifying trends.
- Established clear communication channels among staff members regarding scheduling updates or conflicts.
- Managed and empowered a team of 10 by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
Workforce Analyst
Services Australia
01.2020 - 04.2023
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Developed innovative ways to measure employee engagement, providing insights for management on how to maintain a positive company culture.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Developed comprehensive reports for management, providing insights on workforce trends and recommendations for improvement.
- Created training materials for new employees to provide information about attendance guidelines.
- Mentored junior analysts on best practices in workforce management analytics techniques.
- Managed multiple complex projects simultaneously while maintaining superior attention to detail and meeting strict deadlines.
Senior Customer Service Representative
Services Australia
04.2016 - 01.2020
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Mentored a group of 7 junior team members, contributing to their professional development and overall team success.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Collaborated with staff members to enhance customer service experience.
Skills
- Scheduling Optimization
- Operations Management
- Advanced Data Analysis
- Resolving issues
- Managing schedules
- Attention to Detail
- People Management
- Coaching and Mentoring
- Quality Improvement
- Staff education and training
- Time Management
Timeline
Senior Workforce Analyst
Services Australia
04.2023 - Current
Workforce Analyst
Services Australia
01.2020 - 04.2023
Senior Customer Service Representative
Services Australia
04.2016 - 01.2020
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