Summary
Overview
Work History
Education
Skills
Timeline
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Alexis Townsend

Ephrata

Summary

Dynamic Analyst with a proven track record at SYKES, excelling in scheduling optimization and data analysis. Enhanced reporting systems, improving data accuracy and accessibility. Skilled in forecasting techniques and mentoring, driving efficiency and employee satisfaction while reducing labor costs through strategic planning. Working towards Medical Coding certification and planning on advancements in the Healthcare field.

Overview

9
9
years of professional experience

Work History

Workforce Management Analyst

SYKES
11.2021 - Current
  • Mentored junior analysts on best practices in workforce management analytics techniques.
  • Overhauled outdated reporting systems, introducing modern tools that increased data accuracy and accessibility.
  • Reduced labor costs through effective forecasting and strategic planning.
  • Provided real-time support during high-volume periods, ensuring adequate staffing levels and minimizing wait times.
  • Developed training materials and conducted workshops for managers on best practices in workforce management.
  • Coordinated closely with department heads to align workforce needs with business objectives.
  • Established clear communication channels among staff members regarding scheduling updates or conflicts.
  • Created custom reports to track team performance, enabling informed decision-making and targeted interventions.
  • Managed time-off requests and shift swaps efficiently, maintaining a fair and balanced schedule for all employees involved.
  • Optimized workforce scheduling by analyzing historical data and identifying trends.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Collaborated with managers to identify and address employee relations issues.
  • Worked alongside global business leader to deploy new training strategies.
  • Generated and analyzed reports to monitor employee engagement and attrition trends.

Workforce Management Analyst

Teleperformance USA
01.2017 - 11.2021
  • Assisted human resources department with recruitment efforts, ensuring optimal staffing levels were maintained at all times.
  • Reduced labor costs through effective forecasting and strategic planning.
  • Implemented key performance indicators to measure workforce efficiency, leading to targeted improvements.
  • Developed training materials and conducted workshops for managers on best practices in workforce management.
  • Provided real-time support during high-volume periods, ensuring adequate staffing levels and minimizing wait times.
  • Improved employee satisfaction by addressing scheduling concerns and implementing flexible solutions.
  • Established clear communication channels among staff members regarding scheduling updates or conflicts.
  • Continuously monitored industry trends in order to stay up-to-date on emerging technologies related to workforce optimization.
  • Managed time-off requests and shift swaps efficiently, maintaining a fair and balanced schedule for all employees involved.
  • Conducted comprehensive data analysis to identify opportunities for process improvement in workforce management.
  • Optimized workforce scheduling by analyzing historical data and identifying trends.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Reduced expenses by analyzing compensation policies and implementing competitive programs while ensuring adherence to legal requirements.
  • Assisted with writing job postings and job descriptions for boards.
  • Collaborated with managers to identify and address employee relations issues.
  • Advocated for staff members, helping to identify and resolve conflicts.
  • Generated and analyzed reports to monitor employee engagement and attrition trends.

Quality Assurance Analyst

Teleperformance USA
05.2016 - 01.2017
  • Mentored and coached team members on QA topics and strategies.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
  • Reported progress, test metrics and results to project stakeholders.
  • Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
  • Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
  • Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.
  • Led training sessions for new QA analysts, increasing departmental efficiency and knowledge sharing.

Education

Coding Certification - Medical Coding

DeVry University
08-2025

GED -

Shelby High School
Shelby, OH
05-2014

Skills

  • Scheduling optimization
  • Forecasting techniques
  • Data collection & research
  • Microsoft Excel
  • Data analysis
  • Coding
  • Compiling data
  • Attention to detail
  • Multitasking
  • Self motivation

Timeline

Workforce Management Analyst

SYKES
11.2021 - Current

Workforce Management Analyst

Teleperformance USA
01.2017 - 11.2021

Quality Assurance Analyst

Teleperformance USA
05.2016 - 01.2017

Coding Certification - Medical Coding

DeVry University

GED -

Shelby High School

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Alexis Townsend