Customer Service Call Center

DENNIS L. NELSON

ad2677@r.postjobfree.com 206-***-**** Stockton, CA 95207

WA State DL WDLBBNN9C23B Exp 4/3/25

Summary

A professional who focuses on customer service, whether in a retail or operations environment

Skills

·Customer service and support

·Banking retail and back-office operations

·Microsoft Office Tools: Excel, PowerPoint, Word, Access

·Telephony systems: Avaya CMS, Five9

·SAS query / SQL

Experience

WFM Capacity Analyst Hagerty 11/2022 - Current

·Creation of daily/weekly forecasts and staffing plans for multiple call center groups, forecasting for two distinct lines of business, within acceptable deviation.

·Built the 2024 budget staffing/hiring recommendations for my teams, based on FP&A forecasts, shrinkage expectations and volume/AHT projections. Plans reviewed and approved by WFM leadership and Sr. Leadership.

·Documentation of new processes for WFM tool upgrade

Capacity Analyst, Capacity & Forecasting Liberty Mutual - Seattle, WA 02/2013 – 11/2022

·Creation of daily/weekly forecasts for multiple Insurance call centers, forecasting for over 12MM annual calls across multiple call types with ~1500 CSRs, within acceptable deviation. Partner heavily with long-term capacity partner on short-term trends, to ensure alignment.

·Developed R52 (weekly) call center demand ’22 business plan at both all-in network and call type. Accounted for growth and initiatives/call deflection plans to reduce plan by ~4%. For 2022, <>3% off plan and began 2023 planning process.

Intraday Scheduling Analyst / Senior Intraday Analyst Safeco Insurance - Seattle, WA 10/2008 - 02/2013

·Managed real-time resources for workforce of over 500 Call Center, Underwriting, and Sales Center staff, partnering with leadership to maintain budgeted service levels, utilizing an array of escalation and de-escalation steps

·Analyzed impact of ad hoc scheduling requests on WFM workload. Presented to leadership team and led process changes. Created 0.5 FTE of efficiency within team.

·Upon promotion to Sr Analyst role, mentor/training duties added to tasks, shared in coaching and training of 3 new team members

Talent Management Specialist Safeco Insurance Company - Seattle, WA 03/2008 - 10/2008

·Facilitated and executed Annual Leadership Talent Review of approximately 300 business leaders (director level and above), providing summary analysis on succession planning and diversity data to assist HR business partners with presentations to C-level executives.

·Coordinated with multiple departments across the company to resolve and mitigate issues and questions regarding the new performance management process and system (SuccessFactors), resolving over 500 performance review issues & inquiries in six months.

HR Consultant Assistant (Lawson) UW Medical Center - Seattle, WA 04/2007 - 02/2008

·Loaned to project in addition to regular duties. Co-led a $5MM, 18-month, implementation as the HR specialist on a seven-person Lawson implementation team resulting in a repository database for two university-managed hospitals, impacting approximately 7,000 employees

·Created 135 pages of test scripts used to verify Lawson processes concurred with 15 HR processes

·Co-developed and facilitated half of the 4-hour training, teaching Lawson data-entry and terminology to 15 HR end-users

HR Operations Analyst University of Washington Medical Centers - Seattle, WA 01/2006 - 03/2008

·Redesigned and delivered the 60-minute presentation on HR policies and regulations at New Hire Orientation to approximately 1,200 new hires over 20 months, in positions from cafeteria workers to CEO

Employee Services Specialist T-Mobile - Bellevue, WA 07/2004 - 01/2006

HRIS Functional Analyst McKesson Corporation - San Francisco, CA 09/2000 - 04/2004

·Used technical writing skills to create training and education document for utilizing new PeopleSoft application for HR data entry.

·Created over 1000 queries for clients as an essential job function, utilizing PeopleSoft, MS Access, and Excel.

·Provided HR end-user training in PeopleSoft, in person and over the phone, to groups of up to 12.

HR Assistant McKesson Corporation - San Francisco, CA 09/1998 – 09/2000

·Timely processing of employee changes (pay, leave, promotion, termination), validating accuracy of requests against union contracts and compensation guidelines.

·Coordination of approximately 8 training sessions annually, arranging meeting space, securing food and training supplies.

·Maintenance of employee personnel files, providing documentation to HR and Operations Managers as needed.

HR Assistant Wells Fargo Bank - San Francisco, CA 03/1997 – 09/1998

·Initially, managing front desk of HR Offices at Bank Headquarters. Enforcing visitor entry rules and . Maintaining clean and organized reception area. Assist Administrative Assistants with tasks as capacity allows.

·Later, administrative support for new communications team of four, managing office supplies and orders, shipping items to field staff.

Senior Research Assistant Wells Fargo Bank - Fremont, CA 05/1995 – 03/1997

·Researching and processing exception items from daily ATM batches, meeting 1 – 3 day service level, escalating items as needed.

·Took ownership of foreign currency exceptions processing and daily food stamp deposits from branches.

Retail Customer Service Wells Fargo Bank - Sacramento, CA

·Processed customer transactions, balancing cash till >99% of days. In dual control, participated in open/closing activities (ATM cash replenishment, ATM deposit collection, opening/closing safe)

·Met assigned quarterly cross-sell goals (credit cards, direct deposit, Private Client banking referrals).

·Regularly handled small business teller line, building rapport with customers and receiving positive feedback from customers and management.

Education and Training

Coursera Online 04/2016

Course in Financial Accounting: Accounting

San Francisco State University, College of Extended Learning San Francisco, CA 01/2001

Certificate in HR Management, Completed

Seattle Central Community College Seattle, WA

Additional Coursework, Personal Development: Statistics and Social Sciences

GPA: 4.0

Prairie College Three Hills, AB, Canada

Bachelor's Degree

GPA: 3.65

Activities and Honors

Society for Human Resources Professionals (SHRM) Member from 2000 – 2009

TEAM: Summer English Teaching Experience, Japan

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