1. Jenn Rodriguez
5622 W Brocket Deer Drive, #4-304
Herriman, UT 84107
385-887-3379
Jenn.rodriguez@ymail.com
PROFESSIONAL PROFILE
Career emphasis comprises of the Customer Service Industry, 15 years < experience. Diverse and distinct
knowledge including: CSR, Management, Floor Controller aka. Scheduler and WFM Data Analyst.
Interpersonal Communication;
• Verbal: Ability to remain calm, focused, polite,
interested, and match the mood or emotion of
the situation
• Non-Verbal: Active listening, appropriate body
language, eye contact, posture, voice
inflection, and remain consistent with gestures
and positioning myself in a professional setting
Management and Leadership;
• Ability to Lead and direct others
• Teach, train, and provide instruction
• Counsel, coach, manage conflict
• Develop team members to set and achieve
goals
• Delegate effectively, establish and implement
decisions, and enforce policies
Critical Thinking;
• Use of logic and reasoning to identify strengths
and weaknesses
• Ability to provide alternative solutions,
conclusions, or approaches to problems
Planning and Organization;
• Forecast and/or predict staffing requirements
• Identify and gather appropriate resources
• Develop strategies; use of critical thinking to
solve problems, handle details, coordinate and
complete tasks in a timely manner
• Manage projects effectively, ability to meet
deadlines, plan and arrange activities
• Adaptive, reliable, ability to get along with
colleagues, honest, and productive
Systems Analysis;
• Determine how each system or program
should work and how changes in conditions,
operations, and the environment affect the
outcome
PROFESSIONAL EXPERIENCE
MonaVie, South Jordan, UT
WFM Data Analyst
March 2014 – August 2015
Responsibilities:

2. ▪ Responsible for development of workforce strategy and execution to achieve customer expectations
▪ Drive optimal efficiency in programs through constant analysis and improvements of productivity and
utilization plans
▪ Understand/demonstrate visionary thinking for the future, while supporting the actions that must be
taken to achieve it
▪ Deliver optimal scheduling for clients while preserving employee value
▪ Ensure efficient execution of real-time management process including queue management and intra-
day variance analysis
Convergys, Murray, UT
Floor Leader, Team Leader, CSR
December 2001 – October 2013
Responsibilities:
▪ Provide leadership to multi-regional Workforce Management teams and create a culture of
development to drive continuous improvement in the WFM team's performance
▪ Work proactively with internal and external customers to ensure that programs are managed both
effectively and efficiently balancing profitability and customer expectations
▪ Continuously audit WFM Processes, identify opportunities for improvement, and consult with client
relations and operations leadership to present action plans for performance enhancement of the
programs
▪ Lead performance reviews and improvement action planning across programs
▪ Drive continuous improvement in workforce management processes that adhere to the summary of
roles and responsibilities for each program
▪ Provide modeling and consultation for new business acquisitions as well as reviews contracts for
issues related to the Forecasting, Capacity Planning and Scheduling Functions
EDUCATION
Weber Basin Job Corp, South Ogden, UT
GED, Welding Certification
1998-1999