Dusty Dawn Koland
San Tan Valley
Summary
Dedicated workforce management professional leading teams in workload forecasting, scheduling, and resource optimization. Focused on achieving performance metrics and implementing process improvements that enhance operational efficiency while ensuring effective communication across care center teams.
Overview
19
19
years of professional experience
Work History
Sr. workforce Analysis
Optum
Tucson
05.2024 - Current
- Led Workforce team in short-term and long-term workload forecasting, scheduling, and real-time resource management, ensuring daily metrics were met through constant communication with care center teams.
- Ensures delivery of key metrics, staffing budgets, training requirements and performance metrics through optimization of resources, identifying and implementing process improvement and leveraging automation/technology.
- Directs staffing alignment and resources to ensure minimal impact to customers as a key member of the Disaster Recovery and storm planning teams.
- Acted as Workforce Management liaison for internal and external site operations, coordinating with home-based associates and metro/state offices to provide same-day and 7-day planning.
- Manages the workforce management system, related telephony, and process in coordination with Information Technology for the call center. Troubleshoots issues and recommends system modifications and enhancements.
- Coordinated training sessions for the customer care center with training and operations teams.
- Researched and identified vendor solutions to reduce contacts and expenses while enhancing overall efficiency.
Supervisor of Workforce Management
OptumRx (Logistics Health Corporation)
Tucson
05.2021 - 01.2024
- Led workforce team in short-term and long-term workload forecasting, scheduling, and real-time resource management, ensuring effective communication with care center teams to meet daily metrics.
- Directed staffing alignment and resources to minimize customer impact during disaster recovery and storm planning efforts.
- Managed workforce management system and telephony processes in collaboration with Information Technology, troubleshooting issues and recommending system modifications for enhanced functionality.
- Executed communication strategy for call center results to executive leadership team, synthesizing quantifiable data into clear, actionable recommendations.
Senior Functional Analyst
OptumRx (Logistics Health Corporation)
Tucson
05.2020 - 05.2021
- Developed processes and improvements for workforce management systems including RTA, CCC, and real-time agent monitoring.
- Pulled daily adherence reports to identify understaffing and determine necessary agent hiring for specific contracts.
- Monitored RTA and identified support needs throughout the day for calls.
- Building agents in Aspect and data systems to see their real time schedules and adherence.
- Entered new hire information into RTA, CCC, and Aspect systems, ensuring accurate record-keeping.
Outbound/ Onboarding Reporting Coordinator
OptumRx
Tucson
10.2018 - 04.2020
- Facilitated virtual training classes for onboarding, BCBS of SC culture, Walmart culture, and system processing, improving new hire integration.
- Assisted in developing and implementing Genesis, contributing to streamlined processes.
- Assists with execution of the daily activities of the Enterprise Quality Assurance Program Direct contact for auditors across three different sites.
- Compare Key Performance Metrics (KPIs) on a daily, intra-daily, weekly, monthly, and annual basis understanding root cause of variation.
- Developing and setting up SQL reports as well as developing excel feed reports for SQL reporting.
- Assisted with historical data analyses of performance data to identify trends and patterns.
- Guided and educated callers on prescription benefits, plan usage, formulary, premiums, and order and claim statuses, enhancing caller understanding.
Customer Service Advocate/WFM
Citibank / Costco
Tucson
01.2007 - 01.2018
Education
MBA - Business Management
University of Phoenix
Phoenix, AZ05-2026
Bachelor of Business - Business Administration And Management
University of Phoenix
Phoenix, AZ10-2025
Graduate Certificate - Human recourse management
Pima Community College
Tucson, AZ01-2010
Skills
- Workforce management
- Workforce Optimization
- Data analysis
- Performance metrics
- Compliance Management
- Workforce Compliance
- Employee Engagement
- Leave Management
- Microsoft systems
- SQL Server
- SAP
- Oracle
- Tableau
- Power BI
- Skype for Business
- Citrix
- Genesis
- Nice
- Avaya
- Aspect
- IEX
- RTA
- CCC
- Five9
- CMS
- Communication strategy
- Training coordination
- Organization
- Customer service
- Organization
Timeline
Sr. workforce Analysis
Optum
05.2024 - Current
Supervisor of Workforce Management
OptumRx (Logistics Health Corporation)
05.2021 - 01.2024
Senior Functional Analyst
OptumRx (Logistics Health Corporation)
05.2020 - 05.2021
Outbound/ Onboarding Reporting Coordinator
OptumRx
10.2018 - 04.2020
Customer Service Advocate/WFM
Citibank / Costco
01.2007 - 01.2018
MBA - Business Management
University of Phoenix
Bachelor of Business - Business Administration And Management
University of Phoenix
Graduate Certificate - Human recourse management
Pima Community College