Rachel Crews

RACHEL E. CREWS 5001 W. 69th Ave, Westminster, CO 80030 • - •- WORK EXPERIENCE Hagerty, Golden, CO/Remote2018 - present WFM Forecast and Capacity AnalystJan 2023 – present Short-term and long-term forecasting for various call center groups with a total FTE over 600. Organized a new schedule offering during slow season that saved the company over $118,000. Proposed an additional absence type to executives that would reduce staffing during low volume months that was equivalent to over $200,000. Created a forecast for a new team with accuracy within a 5% variance and supported lowering KPIs such as shrinkage and AHT which resulted in a headcount reduction of required staffing. Partnered with marketing to evaluate open rate, click rate and conversions of email campaigns for future forecasts. Budget planning, headcount recommendations, overtime predictions, and cost estimates for upcoming years based on PIF projections and long rage forecast models. Analyzed historical data and shared actionable insights with internal stakeholders on a weekly and monthly basis. Presented data visualizations of large data sets through dashboards, staff models, graphs and pivot tables in Excel. Collaborated and fostered constant communication between the internal team and all levels of leadership to execute plans. Implemented new software. Trained employees and configured data from old software to new. Workforce Management AnalystFeb 2018 – Dec 2022 Enabled strong performance in a WFM environment by spearheading analysis for Production. Created and delivered WFM presentations to new employees using PowerPoint and Zoom. Presented information/forecasts during weekly plan meetings. Generated and updated schedules for all Member Service Center employees. Produced SOPs for company knowledge base. Approval/Denial of PTO and company provided educational courses through LMS. Licensed Sales AgentJan 2018 - Feb 2018 Attained and leveraged personal lines insurance license. Boosted member satisfaction by promoting and selling appropriate financial products. Improved customer outcomes by delivering exceptional service regarding insurance questions. Continental Credit Corporation, Westminster, COJan 2011 - Sep 2017 Administrative Manager Supervised a team, distributed tasks, reviewed/corrected timecards. Responsible for approval/denial of time off, corrective action and interviewing prospective employees. Created marketing material for field sales representatives using PowerPoint and Publisher. Fueled the design and implementation of the new company CRM and tested processes with software development team. Strengthened internal capacity by training employees on using software programs. Researched, identified, and verified missing referral source information for current clients. Delivered actionable insights by tracking production numbers and produced reports for executive review. EDUCATION University Of Colorado Boulder2008 Bachelor of Science, Business Administration with Marketing Emphasis TECHNOLOGIES Calabrio/Teleopti • Five9 • Salesforce • Microsoft Excel • Microsoft Publisher • Microsoft PowerPoint Microsoft Word • Microsoft Outlook • Slack • Google Docs • SharePoint • Zoom • OneDrive SKILLS AND ABILITIES Recognized as a top performer. Creative problem solver and solutions-oriented critical thinker. Proficient in learning new tasks and programs quickly and receptive to change. Effective communicator with ability to convey complex information in a way that is understandable to multiple audiences. Independently driven with history of success in efficient time management and prioritization of business-critical activities. Resourceful team player, able to perform under pressure to meet multiple competing deadlines. CERTIFICATES From Excel to SQL – LinkedIn Learning Excel: Macros and VBA – LinkedIn Learning Python for Non-Programmers – LinkedIn Learning Presenting to Senior Executives – LinkedIn Learning Digital Marketing Foundations – LinkedIn Learning Influence versus Manipulation: The Ethics of Persuasion – LinkedIn Learning