Colette Bell
Plymouth,MA
Summary
Results-driven Workforce Manager with over two decades of progressive experience in operations, call center management, data analysis, and team leadership. Expertise in forecasting, compliance, and fostering cross-functional collaboration enhances organizational effectiveness and drives performance. Proven track record in managing large teams and streamlining workflows demonstrates a commitment to leveraging data insights for strategic decision-making. Highly adaptable and technically proficient, consistently achieving operational excellence while thriving in fast-paced and challenging environments.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Workforce Manager (Operations)
Care.com
08.2016 - Current
- Dramatically improved ASA from over 3 minutes to under 1 min.
- Lead workforce management initiatives for a 90+ representative operations team.
- Forecast scheduling needs, monitor daily compliance, and optimize performance.
- Oversee call center metrics to ensure quality, efficiency, and SLA adherence.
- Conduct performance evaluations and coach team members to meet KPIs.
- Collaborate cross-functionally to improve operational processes and tools.
- Utilize platforms including Salesforce, Tableau, When2Work, and Five9 to manage workforce logistics and performance tracking.
Supervisor, Personal Network Reimbursement & Fraud Investigation
Care.com
04.2020 - 03.2022
- Directed reimbursement processes for personal care services through the Backup Care Service.
- Led fraud investigations and ensured regulatory compliance.
- Managed daily operations and internal investigations for customer reimbursement cases.
Senior Rep, Center Fulfillment Specialist
Care.com
08.2016 - 04.2020
- Processed and tracked backup care requests, provided high-touch support, and documented all case activity.
- Trained new employees and supported team onboarding.
Care Specialist – Backup Care Operations
Care.com
07.1996 - 11.2007
- Delivered front-line support to clients and providers in the backup care program.
- Addressed inbound requests via phone/email and ensured accurate data entry and documentation.
Chief Clerk – New England Division
AMTRAK
- Supported divisional leadership and administered administrative processes.
- Tracked productivity and supported onboarding for new hires.
- Managed union bids and bulletins, maintained rosters, and enforced labor agreements.
- Coordinated scheduling and physicals for train crews and prepared federal compliance reports.
- Bulletin & Assignment Clerk – District IV (TCU)
Power Director – Engineering
AMTRAK
06.1996 - 11.2007
- Managed daily field operations for 150 linemen.
- Controlled overhead power systems from Boston to New Haven, ensuring safety and operational continuity.
Entitlement Clerk / Payroll
AMTRAK
- Administered payroll and entitlements for Boston operations.
- Ensured accuracy and compliance in employee compensation.
Education
Certificate - Medical Transcription
Allied Business School
Skills
- Workforce Management & Forecasting
- Call Center Operations & Compliance
- Data Analysis & Reporting (Tableau, Excel)
- Salesforce & CRM Systems
- Project Management & Cross-Functional Leadership
- Recruiting, Training & Staff Development
- Payroll, SAP, E-trax, CICSPROD
- SCADA Systems & Engineering Support
- Customer Service Excellence
- HIPAA & Regulatory Compliance
- Technical Skills: Windows OS, Linux, Microsoft Office Suite, Five9, BackOffice, When2Work
Certification
- CPR & First Aid Certified
- USA Hockey – SafeSport Certified
Timeline
Supervisor, Personal Network Reimbursement & Fraud Investigation
Care.com
04.2020 - 03.2022
Workforce Manager (Operations)
Care.com
08.2016 - Current
Senior Rep, Center Fulfillment Specialist
Care.com
08.2016 - 04.2020
Care Specialist – Backup Care Operations
Care.com
07.1996 - 11.2007
Power Director – Engineering
AMTRAK
06.1996 - 11.2007
Entitlement Clerk / Payroll
AMTRAK
Chief Clerk – New England Division
AMTRAK
Certificate - Medical Transcription
Allied Business School
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