Rickey Liu

Background

About Rickey Liu

A Workforce Management Professional with over 10 years experience within a high volume, high customer care, and performance-driven environments. A highly effective communicator with experience providing business solutions that enhance productivity, improve quality and exceed business performance goals. • Lead Workforce Management team that is responsible for staffing requirements across 29 retail locations and 2 contact centres within British Columbia for insurance and roadside assistance. Accountable for tactical & strategic forecasting, scheduling optimization, personnel budgeting, reporting and change partner for workforce modernization. • Analyzed, forecasted and created optimal security staff schedules at Vancouver International Airport (YVR) based on flight schedules, marketing activities, historical passenger flow, workforce shrinkage and Full-Time Equivalent requirements set by Canadian Air Transport Security Authority (CATSA). Staffing requirements were aligned within Employment Standards and Collective Bargaining Agreement (IAM Local Lodge 16). • G8 and G20 Summits (Toronto, Canada) – Monitored, analyzed and maintained security staffing levels across 7 venues. Worked closely with Workforce Management software consultants to develop new reports in order to calculate daily shift variance and buffer percentage. • Vancouver 2010 Olympics & Paralympics - Integrated with key functional areas (Human Resources, Staffing operations, Venue Management, Food & Beverage, Transport, Accommodation and Payroll) as the Scheduling Operations representative in the Functional Command Center to maintain visibility and effectively reduced scheduling issues across all operational venues including: scheduling and shift changeovers, venue operational changes, daily attrition and no-show reports. Specialties: Demand Forecasting, Workforce Scheduling, Process Improvement, Data mining and analysis, Project Management