John Owens

Shoreview, MN, *****, US

ad1lk1@r.postjobfree.com

+1-612-***-****

Work Experience

Senior Workforce Analyst

UnitedHealth Group - Minnetonka, MN

April 2023 to Present

• Utilize call center tools to observe agents actual state compared to agents scheduled state, and provide recommendations / actions based on those observations

• Manage real-time inbound call traffic across multiple contact center locations to help ensure that Key Performance Metrics (AHT, Service Level, Minimums) are met, continuously observing staffing trends to forecast, ensuring understanding of variation, working to solve for staffing gaps whether in planning process or intra-day management

• Prepare and maintain reports and dashboards

Operations Specialist

Wealth Enhancement Group - Plymouth, MN

May 2022 to December 2022

• Responsible for daily audit and entry of new financial accounts and groups into Tamarac and ORION financial systems and Salesforce.

• Responsible for monitoring and servicing of daily request received from financial advisors including any account changes, group changes and address changes.

• Responsible for review and audit of account closure report and closing out accounts and groups as needed.

Senior Specialist

TCOM & SCRT TARGET CORP - Brooklyn Park, MN

November 2017 to May 2022

• Responsible for creating a positive guest service experience by providing one call issue resolution with regard to customer service issues pertaining to online orders in a call center environment.

• Responsible for training of new contractors during holiday peak season and providing feedback and suggestions as needed.

• Lateral promotion to SCRT team in 2019 which was responsible for completing escalation cases as submitted my CSR reps from various work queues within Salesforce. GCT Lead Specialist

TARGET CORP - Brooklyn Park, MN

November 2017 to May 2022

• Responsible for daily work queues within a customer service environment

• Responsible for auditing and updating procedures on an as needed basis

• Responsible for the training of new Lead Specialist and SME for existing phone staff

• Part of Axiom team responsible for roll out and communication of Axiom updates as needed

• Responsible for creation of Employee Satisfaction Committee in charge of reviewing employee satisfaction as it pertains to annual survey and suggesting and implementing changes across the GCT department to increase morale and productivity.

• Facilitated training and rollout of new time management system to entire Gift Card team. Contractor - Senior Operations Associate

IOS/ALLIANZ - Golden Valley, MN

July 2015 to December 2015

• Responsible for locating and calling beneficiaries of annuity claims to assist in processing of claim.

• Responsible for tracking calls all calls out to beneficiaries in Xcel Spreadsheet.

• Responsible for running weekly claim report and reporting numbers to manager. Consultant

TAILORED MANAGEMENT/AMERIPRISE - Minneapolis, MN

November 2014 to March 2015

• Responsible for audit/analysis of published Rate of Return information for approximately 75 fund strategies from 2007-2014

• Responsible for generation and auditing of managed funds performance numbers from 2007-14 for over 75 fud strategies on APL system and aggregating performance data onto Excel spreadsheet.

• Performed gap analysis between reported rate of return and audited rate of return and compiled excel report highlighting differences above a certain threshold.

• Responsible for compiling and analyzing all data involved and forwarding presenting information to Director of Operations.

• Systems used included APL, Envestnet, Advanced Excel Enrollment/Eligibility Rep

UNITED HEALTH GROUP - Minnetonka, MN

September 2013 to June 2014

• Responsible for preparing, processing and maintaining new group and member enrollments.

• Responsible for installing new group and member data into FACETS database.

• Responsible for processing plan changes on a daily basis as requested from account executives or back office personnel.

Senior Retention Representative

PRUDENTIAL FINANCIAL - Plymouth, MN

June 2005 to April 2013

• Responsible for taking approximately 30-40 calls daily from current Prudential Life Insurance policyholders who were closing out policies or needed assistance with policies.

• Maintained a 40% life insurance retention rate among policyholders calling in to surrender their policies.

• Also responsible for assisting policyholders with general servicing, transaction processing and policy changes as requested.

• Responsible for identifying any sales leads within a call and forwarding lead to sales team for follow up.

• Created training materials to be used to train new employees and was also involved in mentoring new employees.

• Assisted workforce management team with daily schedule changes for entire call center staff, future schedule updates/changes as needed and any current/future time off request. Consultant

NOVON CONSULTING/WELLS FARGO - Minneapolis, MN

February 2004 to July 2004

• Part of project management team responsible for auditing Wells Fargo mutual fund transactions per NASD mandate.

• Responsible for reviewing individual mutual fund transactions at the client level to determine if correct breakpoint levels were assessed at the time of the transaction.

• Also responsible for auditing other project team members work to verify that analysis was correct, made changes as needed and provided feedback to team members as needed.

• Systems used included Beta, Breakpointed, DST Vision, Microsoft Access. Investment Ops Service Rep III

WELLS FARGO - Minneapolis, MN

September 2001 to September 2002

• Processed 75-200 mutual funds daily via PC Web internet based application.

• Responsible for clearing out trade rejects to assure price protection and proper execution/settlement of trades.

• Reconciled out of balance share positions between SEI (Wells Fargo) and Fund Company.

• Performed account maintenance and transfers via networking at fund family.

• Ran daily Access trade reports for use in cash balancing

• Responsible for pricing unpriced mutual funds on a daily basis.

• Systems used included SEI, PC Web, DST Vision, Access, Word and Excel. Consultant

F.I.T.S - Denville, NJ

February 2000 to April 2001

• Consultant for project team responsible for automation of mutual fund trading, account maintenance and reconciliation through the implementation of Fund/SERV, Trust processing and networking for over 75 mutual fund families.

• Created various mutual fund trading and networking test scenarios at the fund level and tracking results on Excel Spreadsheet.

• Performed gap analysis between Wells Fargo and fund companies.

• Verified fund indicators were set correctly both pre and post testing to assure successful test scenario.

• Provided daily feedback to fund companies regarding testing issues and communicated directly with fund company to resolve any test issues.

• Provided weekly status report to project managers and Wells Fargo management team.

• Systems used included SEI, PC Web, DST Vision, Access, Word and Excel Quality Assurance Specialist

FORTIS FINANCIAL - Minneapolis, MN

July 1999 to February 2000

• Responsible for auditing work processed by mutual fund shareholder reps and cash operations processing reps.

• Updated status of quality control on AWD system.

• Provided feedback/suggestions to staff regarding processing of transactions and system procedures. Mutual Fund Shareholder Service Rep

AMERICAN EXPRESS INSTITUTIONAL SERVICES - Minneapolis, MN October 1998 to July 1999

Senior Account Administrator

● Provided administrative and accounting services for employee benefit plans.

● Responsible for processing all contributions into employee benefit plans as well as processing loans and withdrawals.

● Performed account maintenance, investment election changes and contributions rate changes.

● Reconciled out of balance positions between SEI trust accounting system and Plan One recordkeeping system.

● Systems used included SEI, Plan One, Lotus Notes Skills

• SEI (2 years)

• ACCESS (2 years)

• EXCEL (2 years)

• DATABASE (4 years)

• Data entry

• 10 key calculator

• Workforce Management

• Crystal Reports

• Microsoft Access

• WORD (4 years)

• SQL (Less than 1 year)

• Lotus 1-2-3 and Lotus Notes

• Microsoft Word

• Excel

• Access

• Powerpoint

• SEI

• Plan One

• Beta

• Phase 3

• Trustmark

• TA2000

• DST Vision

• AWD

• Breakpointer

• Bloomberg

• ORION

• Tamarac

• FACETS

• Heritage database

• Sharepoint

• Crystal Reporting

• Salesforce

• Sterling

• Customer service

• Account management

• Salesforce

• Analysis skills

• Mentoring

• Workforce management

• Crystal Reports

• SharePoint

• Quality assurance

• Financial services

• Guest services

Certifications and Licenses

Life & Health Insurance License

Life Insurance License

Real Estate License

Series 6

Series 63

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