Lesley Grubbs
Louisville
Summary
Operations and workforce management professional adept at tracking metrics and enhancing performance in service environments. Proficient in data-driven decision making, resource coordination, and customer engagement, contributing to streamlined processes and improved service outcomes.
Overview
26
26
years of professional experience
Work History
Maintenance Administrator / Workforce Operations
AT&T
06.2008 - 09.2025
- Tracked workforce metrics daily, aligning staffing with call volume demands and meeting service level targets.
- Monitored real-time data and adjusted schedules and resources to maintain operational efficiency.
- Delivered regular reports to leadership on staffing levels, performance metrics, and operational outcomes.
- Resolved high-level customer escalations, strengthening relationships and ensuring timely issue resolution.
- Supported employees during complex customer interactions using de-escalation techniques.
- Processed voice and data trouble tickets and coordinated with field technicians.
- Utilized diagnostic tools to identify, isolate, and resolve service interruptions.
Office Assistant
AT&T
12.2004 - 06.2008
- Tracked attendance and managed FMLA documentation for 80+ employees, ensuring compliance with company policies.
- Processed vacation scheduling while maintaining accurate workforce records to support operational planning.
- Handled confidential employee information and administrative documentation.
- Assisted with invoice processing, expense tracking, and internal reporting.
- Adjusted employee schedules using NICE Workforce Management tools.
- Coordinated training schedules and adjusted staffing plans to align with changing business needs.
Sales Associate / Customer Service Representative
AT&T
01.2000 - 12.2004
- Handled inbound and outbound sales and customer service calls in a fast-paced environment.
- Analyzed customer needs and provided tailored solutions, enhancing customer satisfaction and loyalty.
- Resolved customer issues through effective problem-solving, contributing to improved customer retention.
- Built strong relationships with customers and internal teams through effective communication, fostering collaboration.
- Navigated multiple systems simultaneously while maintaining service quality standards.
Education
Bachelor of Science - Human Resource Management
Western Kentucky University
Bowling Green, KY01-1998
Skills
- Workforce management and real-time adherence
- Scheduling and coordination
- Attendance tracking and FMLA management
- Data accuracy and reporting
- Documentation and compliance
- Microsoft Excel and reporting tools
- System integration and navigation
- Process improvement
- Customer support and escalation resolution
- Service diagnostics and issue resolution
- Cross-functional communication
- Professional communication and problem solving
Timeline
Maintenance Administrator / Workforce Operations
AT&T
06.2008 - 09.2025
Office Assistant
AT&T
12.2004 - 06.2008
Sales Associate / Customer Service Representative
AT&T
01.2000 - 12.2004
Bachelor of Science - Human Resource Management
Western Kentucky University