CHAU PHAM-KUCHARSKI
Havertown
Summary
Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Overview
22
22
years of professional experience
Work History
Part-Time Administrative Assistant Office Manager
Capelli Salon
Narberth
08.2006 - Current
- Effectively managing the schedules of (10) stylist’s individualized booking of 3000+ clients collectively
- Successfully integrating an appointment scheduling software (Smart Scheduling) from antiquated paper-scheduling methodology within 1-month period
- Assisted in the construction and maintenance of robust client database transfer into mainframe MS-Access system
- Created MS-Excel financial documentation to effectively track daily, weekly and monthly payroll and inventory
- Cash flow management: credit card processing and bankroll deposits
- Interacting and building continual rapport with existing and prospective clients
- Monitoring and approving of supply inventory
- Assisting with sales and marketing support of salon products and services
Workforce Management Analyst, Senior
Barclays
Wilmington
01.2022 - 04.2025
- Developing and implementing workforce management strategies, processes and controls to mitigate risks and maintaining efficiency of banking operations
- Analyzing business data and volume trends that best supports the most optimal workforce allocation process
- Creating and managing future staffing schedules in order to meet business and SLA (Service Level Agreement) needs
- Collaborating with and meeting the needs of key stakeholders across the bank in order to align and further integrate workforce management and governance processes
- Efficiently identifying and implementing areas of recommendations for change within workforce management (WFM) scheduling procedures (i.e. Creating a library of shared drive process document workflows that effectively guided team members on navigating complex workforce applications, from Alvaria/Aspect/Empower scheduling tool to updating of Net Staffing Matrix [NSM] excel files that captures the Service Level coverage requirements per Lines of Businesses)
Supervisor Outbound Operations
AmeriHealth Caritas
Essington
09.2017 - 08.2018
- Overseeing daily planning and activities of Real-Time and Scheduling Analyst team
- Effectively managing the POM-Auto Dialer in accordance with departmental policies, procedures, and guidelines
- Training and mentoring 7 direct Outbound reports and providing ad-hoc support for 7 Operations Real-Time associates to maximize team productivity and morale
- Establishing and maintaining effective working relationships with existing and prospective customers (Medical Management and Outbound Directors, Managers, Supervisors, etc)
- Creating and maintaining a comprehensive analysis system that adheres to deadline constraints and daily records management of Outbound campaign outreaches
- Ensuring KPI objectives for Outbound Campaigns are met within a timely and efficient manner
- Providing analysis reports relating to operational reviews of POM-Auto dialer system and scheduling
- Collaborating with key Workforce Management affiliates to identify further opportunities for better schedule optimizations
Workforce Analyst
AmeriHealth Caritas
Essington
04.2016 - 09.2017
- Planning and leading daily activities of Real-Time Analyst team and running the POM-Auto Dialer in accordance with departmental policies, procedures, and guidelines
- Reviewing and ensuring performance objectives for Outbound Campaigns are met in a timely and efficient manner
- Generating analysis reports relating to operational reviews of POM-Auto dialer system and scheduling support
- Analyzing and providing metrics to departmental customers on a set routine basis
- Communicating with management and operations team to ensure compliance with company standards
- Training and onboarding new hires and various new Lines of Business and Departments
- Reviewing and resolving system issues by implementation of enhancements and/or improvement to current processes for POM-Auto Dialer system and campaign data file management
- Analyzing PTO submissions and approving/denying based on their effect on operation’s SLA and schedule coverage
- Monitoring attendance and schedule adherence
Intraday Analyst
AmeriHealth Caritas
Essington
11.2013 - 04.2016
- Monitoring Real-time ACD agent work state, Adherence Alerts and escalating to management as necessary
- Proactively approving and denying discretionary activities to increase occupancy: i.e. PTO, trainings, meetings, etc.
- Generating new schedules when current day forecast has high deviation from actual
- Managing employee information changes (skills, hire, termination, PTO allotments, etc)
- Conducting training classes for newly hired Customer Representatives: General WFM orientation, policies and procedures for time-off and schedule changes/assignment
- Operating Auto-Dialer platform to maximize contact rates in voice channel campaigns
- Creating, implementing, and managing Dialer campaigns performance across multiple departments (Medical Affairs and Welcome Teams)
- Maintaining daily contact files for Dialer campaigns and generating reports for management and leadership
Bilingual Service Rep
AmeriHealth Caritas
Essington
04.2012 - 11.2013
- Managing daily workload distribution of 70-80 inbound and outbound calls, and educating new enrollees on health plan benefits and policies
- Creating process documentations (inbound, outbound calls and daily stat sheet) for Welcome Call Outreach Team
- Training and onboarding new Welcome Call Outbound Reps
Case Manager
Pacific Rim Resource Center/WEDGE Medical Center
Philadelphia
08.2008 - 01.2009
- Acquiring and monitoring the use of community resources for new and existing diverse populations (Housing, GED/Education, Public Assistance, LIHEAP, PA Lottery, Employment, Citizenship/Naturalization, Mental Health Services, Social Security, Health Insurance, Transportation, etc).
- Generating and completing clienteles progress notes on daily basis
- Providing in-home counseling to native Vietnamese speaking clients as well as providing language interpretation for staffing at WEDGE Medical Center
Care Manager
Senior Community Services
Lansdowne
03.2005 - 08.2008
- Conducting initial care plans & ongoing assessments for 115+ caseloads of Geriatric consumers through monthly in-home visits and daily phone calls
- Producing service plans, service notification forms and implementing service orders in Citrix/SAMS database
- Facilitating and advocating communication between families, consumers, & in-home-health agencies
SCOH (Servicing Children in their Own Homes) Case Manager
Intercultural Family Services, INC.
Philadelphia
01.2004 - 03.2005
- Providing families with individualized assessments and structured interventions to promote healthy life skills development, parenting skills, and family reunification
- Acquiring, coordinating, and monitoring use of Philadelphia’s community resources and advocating & providing interpretation for Vietnamese speaking individuals
- Monitoring high-risk children's (ages 3-16) safety and academic progress on a weekly basis
Education
B.S. - Health and Human Development
The Pennsylvania State University
University Park, PA08.2003
Skills
- InfoPath and AVAYA CMS Supervisor
- Smart scheduling software
- AWS workforce management
- Client database management
- Microsoft Excel proficiency
- Financial documentation expertise
- Workforce and staffing management
- Customer relationship development
- Data analysis and optimization
- Team leadership and communication
- Problem-solving skills
- Time management efficiency
- Administrative support services
- Training and mentoring capabilities
- Client relations enhancement
- Calendar and schedule coordination
- Workflow planning strategies
- Document retrieval systems
- Staff supervision and management
- Deadline-oriented approach
- Process improvement initiatives
- Database entry accuracy
- Self-starter mentality
- Computer proficiency skills
- Multi-line telephone systems handling
Languages
Vietnamese
Native/ Bilingual
References
References available upon request.
Timeline
Workforce Management Analyst, Senior
Barclays
01.2022 - 04.2025
Supervisor Outbound Operations
AmeriHealth Caritas
09.2017 - 08.2018
Workforce Analyst
AmeriHealth Caritas
04.2016 - 09.2017
Intraday Analyst
AmeriHealth Caritas
11.2013 - 04.2016
Bilingual Service Rep
AmeriHealth Caritas
04.2012 - 11.2013
Case Manager
Pacific Rim Resource Center/WEDGE Medical Center
08.2008 - 01.2009
Part-Time Administrative Assistant Office Manager
Capelli Salon
08.2006 - Current
Care Manager
Senior Community Services
03.2005 - 08.2008
SCOH (Servicing Children in their Own Homes) Case Manager
Intercultural Family Services, INC.
01.2004 - 03.2005
B.S. - Health and Human Development
The Pennsylvania State University