DEMARCUS

STOKES

WORKFORCE ANALYST

***- ***-****

ad3cgc@r.postjobfree.com

Missouri City, TX 77459

CONTACT

SKILLS

• Microsoft Office

• IEX (Scheduling System)

VCC Administrator (Verzion i360,

Incontact)

•

• DOMO Administrator

• 5/9 System (Reporting System)

• Calabrio (Scheduling System)

• Share Point Administrator

Xtreme 360 ( Upload System for

Schedules)

•

• Verint Administrator

• Tableau Software

• Time Management

• Critical Thinking

• Scheduling Optimization

• Attention to Detail

• Analytical Thinking

• Data Analysis

• Problem Solving

• Data Visualization

• KPI Monitoring

• Compiling Data

Seasoned Workforce Analyst with extensive experience at Sutherland Global, adept in leveraging advanced data analysis and workforce management skills to enhance operational efficiency. Demonstrated success in developing strategies for performance optimization and cost savings, underpinned by a strong foundation in Microsoft Office and data visualization tools like Tableau.

PROFESSIONAL SUMMARY

Workforce Analyst/Reporting Analyst

Sutherland Global, Houston

Lead Workforce Analyst

ACS(Xerox), Houston

EXPERIENCE

April 2015 - October 2023

RTA, responsiveness, and communication policies as it relates to queues, occupancy, service level, and schedule adherence

•

• Maintain prompt and policy correct accuracy around exception coding Development and maintenance of LOB reporting including overall scope for

• specific LOB, which includes individual agent's daily production Pulls, processes, and publish agent level / program level / stack ranking file for operations' visibility to be used for management

•

Provided detailed reports on workforce productivity levels and identified areas for improvement.

•

Analyzed employee performance metrics to develop strategies for improvement

• and cost savings.

Performed data mining using a combination of statistical and graphical methods.

•

January 2014 - March 2015

Administer real time monitoring, responsiveness, and communication policies as it relates to queues, occupancy, service level, and schedule adherence

•

Proactively interface with center management and central operations regarding factors that may impact staffing and service levels; assist in coordinating center activities with central operations

•

Maintain prompt and policy correct accuracy around exception coding and scheduling

•

• Maintain workforce management system and integrity of workforce data (i.e

• Agent data, archiving reports, deleting old schedule runs, etc.) Partner to schedule all transaction based work and special events for optimal service levels and occupancy (e.g., meeting, training, coaching, email, queue work, projects)

•

Project Support Assistant / Workforce Analyst

ACS(Xerox), Nashville

Customer Service / Care Representative

ACS(Xerox), Nashville

Partner to generate daily, weekly, and monthly statistics on adherence, attendance and ACD/CMS information for management and capacity planning

•

Generate impact summaries of the day's events on service levels and

• performance

Maintain employee information in appropriate systems and the confidentiality of the information.

•

May 2012 - January 2014

• Daily maintenance of workforce management software Maintain historical data patterns and update the system accordingly to reflect

• skillset changes

Regularly prepare new schedules to match the needs of changing call arrival patterns and the impact of internal and external factors

•

Determine daily capacity for vacations leaves, training, coaching, and other non- phone activities based on forecasts

•

• Performed other duties as assigned.

November 2011 - May 2012

• Respond to, handle and resolve customer inquiries

• Provide customers with product and service information

• Process orders, forms and applications

• Identify and escalate customer issues

• Handle customer billing questions.

Associate of Science in Visual Development

Technical Institute Nashville, TN

Associate of Science in Computer Networking Technician Nashville State Community College, TN

EDUCATION

January 2003

Contact this candidate