This document is a resume for LaKeshia Jarrett, who has over 20 years of experience in call center workforce management. She currently works as a Workforce Manager at AT&T, where her responsibilities include capacity planning, forecasting, vendor management, and facilitating meetings to discuss business needs and challenges. Previously, she held Workforce Management roles at AT&T and iFleet, where she scheduled agents, monitored performance, and analyzed metrics to support staffing recommendations.

1. LaKeshia Jarrett
1410 Trees of Kennesaw Parkway
Kennesaw, Georgia 30152
Home: 678.354.1879 ● Mobile: 770.378.4771
lakeshiajarrett@yahoo.com
Career Profile
A high-performing, Work Force Management professional, with over twenty years of experience in the call
center industry. Skilled forecaster and scheduler with fifteen years of experience using IEX Totalview
software. Goal-oriented with a proven desire to exceed customer expectations.
Summary of Qualifications
 Long term and short term forecasting  Conflict resolution and negotiation
 Vendor Management  Strong organizational skills
 Data analysis  Building productive relationships
 Process design and implementation  Excellent communication skills
Accomplishments
 Management Development Program 2014
 Service Excellence Award 2011
 Key Contributor Award 2009, 2011, 2013
 Advanced Mediation and Facilitation Skills Certificate 2004
Professional Experience
Work Force Manager 2005 - Present
AT&T - Atlanta, GA
 Capacity planning for multiple sites and lines of business using handle time, projected volume
and other forecasting metrics
 Negotiating projected assistance needed from external and internal business partners
 Working closely with other departments to incorporate company- wide initiatives into current
capacity assumptions for multiple lines of business
 Hosting monthly strategic planning discussions with the Vice President to align the staffing with
the current projections as well as future impacts to the line of business supported
 Analyzing current trends necessary to make appropriate staffing recommendations to meet short
term as well as long term requirements
 Serving as project lead for the design and implementation of the holiday planning process used to
streamline resources on major holidays when full staffing wasn’t necessary to maintain customer
satisfaction
 Strategic Partner Liaison in charge of managing the relationship between capacity planning team
and external support team
 Facilitating weekly capacity meetings with Strategic Partners and internal leadership to discuss
the business needs for future weeks including potential challenges with attaining accessibility
targets
 Using trend analysis to create accurate interval level forecasts for 20 call centers in the United
States and International locations

2. LaKeshiaJarrettResume 2
Force Management Representative 2002 - 2005
AT&T - Atlanta, GA
 Monitored agent activity, via Call Center Commander, to guarantee agents' adherence to
schedules
 Manually moved agents between various skills to help maintain company accessibility targets
 Analyzed staff- plan requirements, service levels, agent attendance and other metrics on the
monthly, daily and hourly level
 Maintained various reports designed to support leaderships' staffing recommendations
 Created weekly schedules for remote teams in several locations via IEX Totalview scheduling
software
Work Force Management Analyst 1999 - 2001
iFleet, Inc. – Roswell, GA
 Monitored agent activity, via Call Center Commander, to guarantee agents' adherence to
schedules
 Manually moved agents between various skills to help maintain company accessibility targets
 Analyzed staff- plan requirements, service levels, agent attendance and other metrics on the
monthly, daily and hourly level
 Maintained various reports designed to support leaderships' recommendations with regards to
staffing needs
 Created weekly schedules for remote teams in several locations via IEX Totalview scheduling
software
Education
Master of Science: Conflict Management 2004
Kennesaw State University Kennesaw, GA
Bachelor of Arts: Political Science 1992
North Carolina Agricultural & Technical State University Greensboro, NC