Summary
Overview
Work History
Education
Skills
Timeline
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Dorothy Lemere

Mesa

Summary

Accomplished Workforce support analyst and customer service professional with a lengthy work history in human resources duties, employee relations and training, assisting customers and 5 years workforce/RTA experience. Known for working with all levels of staff and leadership to create solutions, proactive approaches, and the ability to empathize and listen to front line employees while still meeting deadlines.

Overview

16
16
years of professional experience

Work History

Workforce Analyst/Scheduler

Education At Work
06.2022 - Current
  • Creating, inputting, adjusting schedules in multiple time zones within Aspect and ShiftBoard
  • Entering forecast data into Aspect system and previously created Excel sheets
  • Presenting shrink, FTE on shift, agents per interval (IDP under or over requirements), and future data to clients and answering any questions
  • Created power point instructional guides for agents on how to work certain functions in Aspect
  • Work with training to provide heat maps for future class placement
  • Approved/denied ATO requests from agents based on Excel sheet with hours available for each line of Business
  • Downloading reports from ADP to create an actual account of hours to compare to hours scheduled
  • Work tickets in SolarWinds for multiple Lines of business regarding schedules
  • Upload, adjust and archive documents in Sharepoint
  • Create folders and organize files
  • Create and organize meetings in Outlook that connect to Teams and hold screen sharing conferences

Workforce Analyst

American Airlines
09.2018 - 12.2021
  • Managed Aspect WFM exceptions for a workforce of over 600 unionized front line team members
  • Responsible for local implementation of mandatory overtime while adhering to a collective bargaining agreement
  • Partnered with Customer Care Managers to schedule monthly team business meetings
  • Relayed operational updates to front line Supervisors and team members
  • Answerd questions from agents and management via phone, email and face to face
  • Assisted agents with technical difficulties pertaining to IW/AACoRN, VPN, Citrix and Aspect
  • Proactive communication with several groups outside of reservations such as the headquarters teams, other reservation centers and Manpower Planning
  • Ran daily reports from Aspect
  • Updated skill levels and gating in Genesys Admin
  • Supported American Airlines Vacations with queue scheduling and escalations of programs specific to vacations when they are not functioning properly
  • Assisted HR is LOA/FMLA extensions and RTW
  • Explained HR policy and procedures along with Union guidelines regarding time off, benefits, sick time, LOA/FMLA
  • Assisted HR with onboarding and scheduling training for call center agents


Vacations/Reservations

American Airlines
11.2015 - 09.2018


  • Assisted callers with booking/changing or canceling reservations with both a vacations package and with air only bookings as well as miles
  • Assisted travel agents with booking both individual vacation packages and booking with large groups that include flights, hotel, car and activities
  • Quoted accurate policy and procedure along with custom rules and regulations to passengers
  • Consistently meet performance benchmarks


Facilitator (deployed)

American Airlines
01.2017 - 12.2017


  • Facilitator of the Elevating the Everyday Experience training
  • Provided guidance to participants in a learning map process so as to kept them focused on discussion of material
  • Offered encouragement to participate openly and honestly and asked probing questions to increase understanding
  • Managed time in quick paced environment while maintaining a high energy level, actively listening and controlling participation
  • Demonstrated flexibility in location assignments as well as fulfilling administrative duties as needed
  • Communicated post-training feedback to department managers
  • Built cross-divisional relationships while maintaining the highest level of professionalism


Assistant Manager

Mesa Public Schools
09.2010 - 06.2013
  • Self-managed customer inquiries, complaints, billing questions and payment extension/service requests
  • Effectively manage a high-volume workload within a deadline-driven environment
  • Successfully diffuse negative customer situations
  • Provided comprehensive training on food safety and preparation
  • Make payment changes, recommend payment options and cancel scheduled payments
  • Provide detailed and accurate accounts of customer calls for prevention of future audit issues
  • Viewed as an exceptional team player
  • Consistently meet performance benchmarks (speed, accuracy, volume)
  • Handle incoming and outgoing faxes and emails
  • Computer skills include being proficient in Windows, Microsoft Word, Excel, as listed above

Assistant Manager

West Taco
04.2009 - 04.2010
  • Efficiently performed employee and food safety overall Training
  • Successfully handled labor, schedules, ordering, inventory, deposits, and data entry
  • Completed work orders on company machines and property, followed up on work orders and progress
  • Effectively handled conflict resolution and rewarded outstanding employees

Education

High School Diploma -

J Sterling Morton East High School
Cicero, IL
06-1996

Skills

  • Operations Management
  • Communication
  • Collaborator
  • Employee Development
  • Reliability
  • Efficiency
  • Resolving issues
  • Computer skills
  • Facilitation techniques
  • Data entry
  • Schedule management
  • Telephone etiquette

Timeline

Workforce Analyst/Scheduler

Education At Work
06.2022 - Current

Workforce Analyst

American Airlines
09.2018 - 12.2021

Facilitator (deployed)

American Airlines
01.2017 - 12.2017

Vacations/Reservations

American Airlines
11.2015 - 09.2018

Assistant Manager

Mesa Public Schools
09.2010 - 06.2013

Assistant Manager

West Taco
04.2009 - 04.2010

High School Diploma -

J Sterling Morton East High School

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Dorothy Lemere