Management Analyst

Eddie Burrow

***********@*****.***

**** **** ****** **., ******* Georgia 30349 Cellular - 404-***-**** Home - 770-***-****

Professional Objective:

Business Operations Analyst experienced in Call Center Operations, Workforce Planning, Operations Finance, Reporting & Analysis, & Business

Process Modeling seeking a position within a progressive growth oriented environment.

Professional Experience:

The Home Depot Atlanta, Georgia

Workforce Analyst - 2012 - 2013

• Defined short & long term projections across multiple sites and LOB’s for contact volumes based on business needs, and historical trends.

• Compiled data relevant to the forecast analysis and design process including call volume, average handle time, shrinkage, and attrition.

• Generated and released associate schedules and participated in the creation and implementation of new scheduling strategies.

• Attended staff planning meetings, facilitated daily meetings to discuss results for previous day and plans for current and future days.

• Documented and recommended improvements of workforce management processes.

• Built ad hoc reports & delivered ad hoc and post hoc analysis on an as needed basis.

Verizon Telematics Atlanta, Georgia

Operations Reporting Analyst - 2011 - 2012

• Responsible for Meeting ad hoc reporting requirements while providing meaningful analysis that will drive business decisions.

• Supported the management and alignment of data to meet both strategic & operational goals.

• Developed Monthly Operations Metrics Reporting that provided performance insight into the organizations strategic partners.

• Provided analysis that assisted with determining the cause for SLA failures that impacted operational efficiency & customer satisfaction.

• Provided monthly subscriber forecasts to the company’s strategic partners to ensure that all contractual SLA objectives were met.

• Developed the annual Operations Performance Summary for the company’s senior executives.

• Worked closely with the Business Intelligence Team to ensure data accuracy and integrity.

AutoTrader.com Atlanta, Georgia

Workforce Analyst - 2009 - 2011

• Analyzed external industry trends and expansion opportunities to integrate into strategic workforce plans.

• Forecasting of all volumes that can and may impact Contact Center's performance and resources.

• Performed data collection, provided analysis & interpretation/evaluation of workforce metrics and scheduling.

• Provided ad hoc reporting, data consulting, and data analysis as needed.

• Prepared and analyzed agent schedules in order to meet service level requirements while working within work rules and legal constraints.

• Monitored daily service levels and analyzed the business impacts of requests for alterations to schedules making adjustments as necessary.

Operations Analyst - 2008 - 2009

• Provided Executive, Departmental, and Regional reports that provided leadership with the data needed to manage daily operations.

• Met ad hoc reporting needs in a timely manner and provided meaningful analysis that drove business decisions.

• Provided further insight into report data by proactively analyzing operational trends and the potential impact to customer operations.

• Assisted with developing individual and team schedules to balance workload and improve operational efficiency.

• Performed deep dive analysis to determine the cause for poor departmental metrics results and recommended potential changes to improve

performance

Comcast Cable Atlanta Region Atlanta, Georgia

Database Administrator - 2006 - 2008

• Managed daily attendance tracking, monthly exception reports, and weekly/monthly availability reports using Aspect EWFM.

• Proactively established the profiles of new users while controlling access permissions and privileges of the Witness E Quality Tool.

• Monitored costs within the Atlanta call centers while submitting monthly accruals, and budget models to VP of Care/Operations.

• Established both 'back end' organization of data and 'front end' accessibility of the Centergy Reporting Tool for Call Center Management.

Payroll Coordinator - 2005 - 2006

Processed payroll for 500+ employees verifying the accuracy of payroll data using the Centergy Reporting Tool and Aspect EWFM.

Managed daily attendance tracking, monthly exception reports, and weekly/monthly availability reports using Aspect EWFM.

Planned logistics for printed paychecks while researching and responding to payroll discrepancies

Audited non exempt employee time detail while coordinating timely processing with the Regional office

Maintained details of employee flex time, vacation planning, floating holiday time, and leave of absences

Education:

Ashford University – In Progress

Candidate for Bachelor of Business Administration (Concentration: Accounting & Operations Management/Analysis)

Applications Utilized

Aspect – E Workforce Management

Verint – Blue Pumpkin Workforce Management

MicroStrategy Reporting Environment

Oracle OBIEE Reporting Environment

Oracle Siebel CRM

Kronos Workforce Management

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