Michelle Kettleborough
Ibotta
Wheat Ridge
2
Languages
20
years of professional experience
Results-oriented Senior Workforce Management Analyst with expertise in scheduling optimization, workforce planning, and data analysis. Proven track record of enhancing operational efficiency and implementing process improvements.
Work History
Senior Workforce Management Analyst
3 Years 5 Months- Developed forecasting models to predict staffing needs and enhance resource allocation.
- Analyzed workforce data to optimize scheduling and improve operational efficiency.
- Collaborated with cross-functional teams to implement process improvements and streamline workflows.
- Monitored key performance indicators to ensure accuracy in reporting and decision-making.
Customer Service Representative
1 Year 4 Months- Managed high-volume ticket resolution, ensuring timely and accurate responses.
- Resolved customer inquiries efficiently using various communication channels.
- Developed streamlined processes to enhance customer satisfaction metrics.
- Trained new team members on customer service protocols and systems.
- Provided training and mentorship to new team members, improving onboarding process effectiveness.
- Utilized CRM software (Zendesk) to track interactions and ensure accurate record-keeping for future reference.
Executive Assistant
1 Year 7 Months- Coordinated executive schedules, ensuring optimal time management and prioritization of key meetings.
- Streamlined communication between departments, enhancing collaboration and information flow across teams.
- Managed travel arrangements, optimizing itineraries for efficiency and cost-effectiveness.
- Prepared detailed reports and presentations, ensuring accuracy and clarity for senior leadership review.
- Developed project timelines for departmental initiatives, tracking progress to ensure timely completion of objectives.
Executive Assistant
2 Years 5 Months- Implemented office procedures that improved operational efficiency and reduced administrative delays.
- Mentored junior administrative staff, fostering skill development and improving team performance.
- Led efforts to digitize records, enhancing accessibility and reducing physical storage needs within the organization.
- Handled confidential and sensitive information with discretion and tact.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Coordinated events for staff members, promoting team-building activities and boosting morale within the workplace.
Boutique Director
3 Years- Led daily operations to ensure optimal store performance and customer satisfaction.
- Developed and implemented visual merchandising strategies to enhance product presentation.
- Trained and mentored staff, fostering a collaborative team environment.
- Analyzed sales trends to inform inventory management and purchasing decisions.
- Streamlined operational processes, improving efficiency in stock replenishment and customer service.
- Oversaw financial reporting, ensuring accuracy in budgeting and expense management.
Education
Bachelor of Arts - History, French
- Study Abroad: France, French language and history
Skills
Scheduling optimization
Workforce planning
Forecasting techniques
Statistical modeling
Microsoft Office Suite
Data collection & research
Resolving issues
Managing schedules
Schedule coordination
Capacity planning
Languages
English
Native or Bilingual
French
Full Professional
Timeline
Senior Workforce Management Analyst
Ibotta
02.2020 - 07.2023Read More
Customer Service Representative
Ibotta
10.2018 - 02.2020Read More
Executive Assistant
DaVita
01.2012 - 08.2013Read More
Executive Assistant
KRG Capital
10.2006 - 03.2009Read More
Boutique Director
Christian Dior
03.2003 - 03.2006Read More
Hunter College
Bachelor of Arts from History, French
Read More