Summary
Overview
Work History
Education
Certification
Timeline
Generic

Veronica Fong

Toronto,Canada

Summary

Workforce Management Analyst with expertise in forecasting, capacity planning, and operational analytics. Develops staffing projections that align with service-level objectives, leveraging historical data and trend analysis to enhance resource allocation and forecasting accuracy.

Overview

1
1
Certification
7
7
years of professional experience

Work History

Analyst, Concierge Workforce Management – Forecasting

Aritzia
Toronto, ON
01.2024 - Current
  • Own forecasting and workforce planning activities for Concierge operations, providing staffing projections that support business and service-level objectives.
  • Analyze demand drivers, historical volume patterns, and operational performance metrics to improve planning decisions and resource allocation.
  • Develop workforce insights and recommendations that support efficient staffing strategies and capacity management.
  • Track forecast performance against actual results, identify key variances, and refine planning assumptions to increase accuracy.
  • Partner with business leaders and stakeholders to evaluate workforce risks, assess operational impacts (Hours of Operation Planning), and support data-driven decision-making.
  • Deliver actionable recommendations that help balance client experience, employee productivity, and operational efficiency.
  • Achieved forecast accuracy rating of (-6%) across combined channels in first fiscal year, closely aligned with goal of (+/-) 5%.
  • Owned various forecast scenario analyses to evaluate the impact of changing demand patterns during peak and non-peak periods, operational constraints, and business initiatives.

Channel Lead, Concierge

Aritzia
Toronto, ON
01.2022 - 01.2024
  • Identified operational trends and workflow challenges to improve efficiency and customer experience.
  • Collaborated with leadership teams to implement process improvements and maintain operational effectiveness.
  • Supported staffing decisions by providing frontline insight into demand fluctuations and service delivery requirements.
  • Led day-to-day operational support while balancing customer demand, service quality, and workforce requirements.

Logistics Processor

Nordstrom
Toronto, ON
02.2020 - 01.2022
  • Leveraged reporting tools and operational metrics to optimize high-volume fulfillment operations.
  • Analyzed workload distribution and productivity trends to uphold service standards.
  • Implemented process improvements that boosted operational efficiency and increased order accuracy.

Education

Bachelor of Arts - Anthropology

University of Toronto, St. George
Toronto, ON

Certification

  • Informa | ICMI, Workforce Management Bootcamp
  • Informa | ICMI, Advanced Workforce Management Bootcamp

Timeline

Analyst, Concierge Workforce Management – Forecasting

Aritzia
01.2024 - Current

Channel Lead, Concierge

Aritzia
01.2022 - 01.2024

Logistics Processor

Nordstrom
02.2020 - 01.2022

Bachelor of Arts - Anthropology

University of Toronto, St. George
Veronica Fong