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