Perditia Farmer-Watson
Bridgeton
Summary
Workforce Professional with the ability to quickly adapt and learn in a fast-paced environment. Self-motivated and detail-oriented with a strong work ethic optimizing operational efficiency within the company.
Overview
27
27
years of professional experience
Work History
Workforce Coordinator
Medical Transportation Management
12.2024 - Current
- Process voicemails and emails
- Code agent schedules while keeping accurate daily attendance records and processing PTO requests
- Monitor Adherence, Queues and Occupancy
- Answer supervisor line, monitor incoming chats, processing call outs and report MIA occurrences
- Perform Compliance and On Demand training audit/skilling
Workforce Associate
ACCESS2CARE
03.2015 - 12.2024
- Processed voicemails while coding agent schedules and keeping accurate record of attendance
- Process PTO request
- Provided agent IDs to trainers
- Supplied new hire schedules
- Assisted in creating skilling groups to match up with customers and forecasted volumes
- Assisted with managing shrinkage
- Other duties as assigned
Trainer/Call Monitor
ACCESS2CARE
05.2006 - 03.2015
- Interviewed and trained new hires while also providing new work IDs and suppling new hire schedules
- Updated HP protocols
- Created training documents while offering floor support to all agents
- Completed call monitoring for complaints, agent discrepancies and compliance
- Assisted with troubleshooting computer issues
- Other duties as assigned
Human Resources Assistant
Abbott Services
04.2005 - 05.2006
- Member of Safety Committee
- Pay benefit bills
- Enroll employees into company benefits
- Process all employee ID and security door badges
- Copy and file all necessary HR documents
- Provided accurate data of each employee payroll and company benefit information
- Ordered necessary office supplies
- Processed all COBRA notices in a timely manner
Lead Customer Service Representative
Abbott Services
12.1997 - 04.2005
- Answer incoming calls from various answering service accounts
- Schedule non-emergency transportation for various health plans
- Answer customer calls for different health plans
- Assist with customer complaints
Education
Certificate - Clerk Typist/Receptionist and Computer Literacy
Bits and Bytes Computer Training Center
Belleville, IL05.1990
2 years - Business Administration studies
SIU-Edwardsville
Edwardsville, IL12.1987
Skills
- Resolution facilitation
- Schedule Coordination
- Process Improvement
- Reporting
- Problem Solving
- Interpersonal Skills
- Verbal & Written Communication
- Team Leadership
- Staff Training
- Microsoft Office Suite
- 10-key proficient
- Workforce management tools
- Data collection & research
- Determining staffing needs
- Cross-functional coordination
- Resource planning
- Demand management
- Capacity planning
- Data analysis
- Analyzing patterns
- Managing schedules
- Microsoft Excel
- Resolving issues
- Workforce management
- Schedule coordination
Timeline
Workforce Coordinator
Medical Transportation Management
12.2024 - Current
Workforce Associate
ACCESS2CARE
03.2015 - 12.2024
Trainer/Call Monitor
ACCESS2CARE
05.2006 - 03.2015
Human Resources Assistant
Abbott Services
04.2005 - 05.2006
Lead Customer Service Representative
Abbott Services
12.1997 - 04.2005
2 years - Business Administration studies
SIU-Edwardsville
Certificate - Clerk Typist/Receptionist and Computer Literacy
Bits and Bytes Computer Training Center
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