NICHOLAS PERRY

www.linkedin.com/in/nic-perry **** State Street, #121, Nashville, TN 37203 C: 423-***-**** ac0xq5@r.postjobfree.com

Lifelong thinker and learner with direct experience in managing transformation, innovation and change. With a background in people and customer centered analytics, my goals are to develop valuable solutions to increase performance and drive business effectiveness through making recommendations based on data findings. People centered strategic planning and solving the next puzzle are my passions. I am a Lean Six Sigma trained analyst with the tools to identify business needs and develop valuable solutions to drive accuracy and process efficiency. Workforce analytics & Performance management

Skills

Innovation analysis & startup operations

management, Vendor Management

Organizational Change Management

Contact Center Operations Management, Capacity &

Business Continuity Planning

Microsoft & Google office suites including,

Sharepoint, Powerpoint, Access, Visio, Google

Sheets, Excel, VBA Coding, Macros, pivot tables &

Power Pivots

Exposure and utilization of BI software including

SQL, SSRS, Tableau, Oracle, Sharepoint, JasperSoft, Chartio, RedShift, JIRA, and AGILE/SCRUM

Environments

Administration of various CRM, Personnel, and

Contact management software including Aspect,

inContact, Salesforce, Zoho, ZenDesk, ADP

WorkforceNow, Peoplesoft, SAP/ERP Platforms

Virtual Team Creation & Virtualization Operations

Management, contact analysis & forecasting

Experience

Workforce Manager, Analyst, 08/2016 to 06/2017

Postmates, Inc. – Nashville, TN

Transformation & Change Management in a tech startup contact center environment with 15,000+ daily contacts and 300+ staff members

Managed vendor/consultant relationships with external staffing contractors, Vetted and managed relationships with WFM and scheduling software vendors, including offshore vendor management Developed and drove strategic initiatives to optimize cost effective contact center staff scheduling and management, implementing ground-up workforce management procedures in a multi-channel, multi-peak contact center environment

Bridged Frontline staff and senior contact center leadership to provide scheduling and performance support for management decisions,

Assisted to create and maintain staffing models and schedules to produce positive SLA results and relate the state of those models and initiates to Executive leadership to aid in business decisions. Maintained and continuously improved tools and processes that enabled accurate forecasting in a multi-channel, multi-platform system, identifying accurate data, and performance reporting Proactively identified and resolved risks created by holidays, promotions, and market expansions, provide business continuity and event planning and liaised between frontline management, data teams, & executives

Collaborated with human capital resources and functional leaders across the organization to ensure that hiring meets staffing needs

Developed and maintained reporting on various KPIs and contact center metrics, assist the HR and leadership staff with reporting and business analysis of incoming contact data in relation to support staff performance Use of analytics tools, analytical reasoning, and quantitative and qualitative analysis to identify and diagnose barriers to success. Identified and documented project constraints, assumptions, business impacts, risks and scope exclusions, serving as Project manager for multiple implementations and software initiatives. Identified and documented detailed business rules and use cases based on requirements analysis. Analyzed SAP transactions to build a logical BI model for real-time reporting needs.

Workforce Solutions Analyst, 12/2013 to 08/2016

Healthways, a Sharecare Company – Franklin, TN

Assisted with the management of capacity planning including call forecasting/scheduling/hiring needs, call pattern forecasting for 00+ colleagues in 7 different call centers. Implemented actions based on forecasts for all workgroups, compared actual results to forecasts, identifying opportunities for improvement.

Utilized call center tolls to monitor agent performance and managed real-time inbound call traffic across the enterprise to ensure service level requirements and performance metrics were met. Managed and manipulated data sets to identify patterns, frequently conducted root cause analysis of forecast variances, constantly evaluating staffing to make realignment recommendations to call center management. Assisted with scheduling and intra-day management of Contact Centers. Responsible for determining and communicating work schedules and resources in support of various call centers and teams.

Partnered with site leaders to ensure adequate staff, workflow monitoring, and business continuity plans for the enterprise.

Prepared and maintained business analysis reports, dashboards and monthly packages; including tracking agent performance metrics and creating and maintenance of stacked ranking and scorecard measurement tools for multiple teams.

Prepared reports and communications for senior management and clients, worked closely with executive and director levels to develop business needs analysis and create action plans Initiated operations improvements to improve frontline productivity for multiple centers around the world, including offshore, virtual and WFH Teams.

Scheduling and Transportation Coordinator, 12/2005 to 12/2013 The Bridge – Monteagle, TN

Created and maintained external and internal consult schedules and medical records for 200+ Patients Communicated directly with multiple medical offices regarding records and orders to ensure communication flow between the facilities and outside consults

Arranged and facilitated pre-authorization for transportation and medical procedures with Medicare, MediGap and Tenn-Care insurance providers, brokerage firms, and EMS Liaised between patients, physicians, and facility staff to ensure patient comprehension of treatment plans, visiting MD offices, family homes, and hospitals with regularity to ensure communication and continuity of care. Received and routed medical records, creating a digital database of patient records and consult orders for 200+ patients to replace prior physical filing system.

Referred clients to appropriate team members, community resources and organizations to meet treatment and placement needs and to improve well-being and quality of life. Supported diagnostic procedures, assisted with technical nursing treatments and entered information in patient records and charts.

Onsite Manager / Human Resources Generalist, 10/2001 to 01/2003 The Holland Group – Murfreesboro, TN

Liaised onsite at the client's automotive plant, Yorozu Automotive, TN, between the client and the organization Administered compensation, benefits and performance management systems and safety programs. Advised managers on organizational policy matters and recommended necessary changes. Identified staff vacancies, recruited, interviewed and selected applicants utilizing a variety of online and communicate outreach methods to fill open positions

Handled understaffing, disputes, hiring and terminating employees and administering disciplinary procedures for 85+ employees at 3 job-sites.

Administered compensation, benefits and performance management systems and safety and recreation programs.

Coordinated work activities of subordinates and staff relating to employment, compensation, labor relations and employee relations, worker's compensation

Accounting Coordinator, 01/1999 to 05/2002

Intracorp (Cigna Healthcare) – Norcross, GA

Responsible daily billing of workers compensation and medical case management products at a variable excess of over $250,000.00 for 50+ clients; Directly responsible for daily billing balances for all assigned client totals. Reviewed, edited, and recreated medical case management reports for workers compensation cases throughout the US

Sole oversight of US Dept. of Veteran's Affairs Case management reports with variable rates, regulations, and requirements.

Composed effective accounting reports summarizing account data. Reported internal control issues to management and supplied comprehensive recommendations to mitigate the associated risks through control testing and process improvement procedures.

EDUCATION

Bachelor of Science: Interdisciplinary Studies, Nursing and Psychology, 2015 Tennessee Technological University - Cookeville, TN

Associate of Science: Applied Science, 2005

Chattanooga State Technical Community College - Chattanooga, TN

MBA: Information Systems and Technology Management, Current George Washington University - Washington, D.C.

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