Summary
Work History
Education
Skills
Timeline
Generic

Emily Peabody

Meridian

Summary

Dynamic professional with a solid background in workforce management and customer service. Skilled in problem resolution and team coordination, contributing to enhanced operational effectiveness and improved customer satisfaction in fast-paced environments.

Work History

WFM Analyst

Access2care Non-Emergency Medical Transportation
Boise
2021 - 2022
  • Analyzed scheduling patterns to optimize transportation efficiency and resource allocation.
  • Monitored real-time data to ensure timely and accurate service delivery.
  • Assisted in developing performance reports to track operational effectiveness and trends.
  • Utilized workforce management software to streamline scheduling and staffing requirements.

CSR Training Supervisor

Access2care Non-Emergency Medical Transportation
Boise
2020 - 2021
  • Assisted clients with scheduling non-emergency medical transportation services.
  • Trained new staff on customer service protocols and system usage.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Resolved customer complaints promptly and efficiently.

Dispatch Supervisor

Access2care Non-Emergency Medical Transportation
Boise
2019 - 2021
  • Supervised dispatch staff to ensure efficient service delivery.
  • Managed communication between drivers, clients, and healthcare facilities.
  • Coordinated transportation schedules for non-emergency medical appointments.
  • Trained new dispatch team members on procedures and software tools.
  • Addressed client inquiries and resolved transportation issues promptly.
  • Monitored incoming calls to ensure they were handled promptly and correctly.
  • Participated in regular meetings with other supervisors or managers to discuss current challenges or opportunities within the department .
  • Mentored, trained, and managed team, offering insight and direction and helping boost overall performance.

Education

High School Diploma -

CWI
Nampa, ID
05-2012

Skills

  • Workforce management
  • Data analysis
  • Scheduling optimization
  • Performance reporting
  • Resource allocation
  • Customer service
  • Staff training
  • Problem resolution
  • Team coordination
  • Leadership skills
  • Coaching and mentoring

Timeline

WFM Analyst

Access2care Non-Emergency Medical Transportation
2021 - 2022

CSR Training Supervisor

Access2care Non-Emergency Medical Transportation
2020 - 2021

Dispatch Supervisor

Access2care Non-Emergency Medical Transportation
2019 - 2021

High School Diploma -

CWI

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Emily Peabody