Reporting and Data Analyst, WFM, Workforce Management Analyst, Excel

OBJECTIVE

To acquire a new and exciting job where I can continue to grow, learn, share knowledge and build a career. To be a part of a hard-working group of individuals where I can take my skills and experience and feel apart of a cohesive team that is constantly improving. I enjoy discovering, learning and analyzing data of all kind. I have a great ability to compile large amounts of data and communicate important analysis output to all levels of management in a very clear and understandable format. I hope to able to increase my knowledge and ability in new areas and industries.

Side affects of these objectives would be better and more efficient service and production, improved analysis, forecasting and communication to operations management and clients. A high level of analysis, accurate forecasting and communication to the important decision makers in any company is always imperative. I’m very interested in becoming a team player that can be apart of this process. I enjoy taking the opportunity to train and develop others within a company and I hope to be able to share my talents for the benefit of the company. I further hope to become friends with those whom I may work with.

I’m seeking a long-term position that I can grow into and become familiar with and one where I can work with friendly professionals who share my interests. Finally, I am looking for a challenge that will provide stability and financial reward as a result of my effort and work ethic.

* Resume follows on the pages below after this summary of strong points:

I speak, read and write in fluent Portuguese and English.

As you’ll see below, I have extensive experience with process improvement and analysis. I am effective at finding and measuring efficiency metrics for production analysis. I hope to take my skills and experience to a new level, as well as, to use them to my best ability to take on the duties and responsibilities of the job that best suits me.

Extensive knowledge and expertise in Contact Center Operations including management of personnel, reporting & analysis of data, project plans, and performance metrics.

"Strive to drive" key business process strategies, improvements, and policy compliance.

Vast experience with workload forecasting, resource scheduling, "what if” analysis, and capacity planning from small in-house contact center support to large-scale third party (outsourced) multiple center operations.

Have a passionate desire to make and maintain positive relationships, collaborative work groups, quality service, and superior customer experiences.

Past and proven record of successfully developing, promoting, and implementing various initiatives and reporting projects whether working in the office or remotely (telecommuting) from home or even abroad while living outside of the United States (I have Permanent Residency status in Brazil & the U.S. and speak fluent English & Portuguese).

A keen eye for taking data from multiple database sources and creating meaningful reports and summaries that include charts, graphical and conditional value views, dynamic tables for changing values on the fly and summary dashboards for all levels of business management from front-line agents to supervisors to managers and even directors to VPs and executive management teams..

EDUCATION

Business Management w/ International Emphasis

Utah Valley State College

Orem, Utah

2-year degree finished (General Applied Sciences)

Also, several Psychology classes and credits in Technical Drafting

University of Phoenix

I’ve taken some online courses working towards a 4-year degree

Provo, Utah

2005

Financial Advising

Self taught and certified

STATE OF UTAH

1999

Series 6, Series 63, and Life and Disability insurance licenses

Previous registered member with the National Association of Securities Dealers.

High School Diploma

Payson Senior High School

Payson, Utah

May 1992

Graduated with Honors (3.5 gpa)

PROFESSIONAL EXPERIENCE

Spark Networks (www.Spark.net)

Lehi, Utah

Customer Care Operations Management & Reporting

Operations Management

WFM Forecasting & Scheduling

Operational & Production Reporting Analyst (February 2012 – Present)

I started originally in the role to be the company’s call center Forecaster and Scheduler, but quickly found the need to fill the lack of operational efficiency and production reporting. I work with the Director of Customer Care and all the management for the Call Center Operations, Email Support, Fraud and Profile Integrity teams to ensure the following:

·Call Center volumes and staffing requirement forecasting

·Scheduling of the Call Center Rep shifts

·Reporting on all levels for production and Agent Performance Metrics

·Payroll hours reporting

·Call disposition and AHT analysis

·Sales production and conversion tracking along with commissions reporting

·Any and all AdHoc reporting needs requested by the Director and management

Convergys Corporation

Orem, Utah

Operations Management

Operations Business Analyst (December 2003 –January 2011)

As the Operations Business Analyst for one of the largest Convergys accounts I served as a liaison between Operations Management, Senior Operations, Director, Vice President of Operations and Finance. I provided visibility and important decision-making information to the Director of Operations and Vice President, as well as analyzed financial impacts to operational changes to improve labor cost forecasting/budgeting. Below were some of my responsibilities:

·Developed and continually improve Monthly Direct Labor Financial Forecasting/Weekly Financial Flash reporting

·Continuous Improvement of Attendance Reporting and other administrative reports

·Maximize Payroll by creating Payroll Accuracy Reporting for accuracy and proficiency in direct labor costs

·Develop new and innovative excel spreadsheets for reporting and tracking purposes of all kinds (including standard & multi-functional excel charting)

·Created the Efficiency & Effectiveness Matrix – Performance rankings, Improvement Measures, Calibration Variances etc. (Increasing production and decreasing labor costs by making results visible, simple and meaningful)

·Made Interval Forecast Quality vs. Call Pattern Quality comparisons and tracking tools (saw measurable improvement in forecasting and scheduling)

·Enhancements to Schedule Commitment/Staff Planning reporting (Optimized staff planning decisions based on strategic requirement calculations and “what if” scenarios)

·Improved quarterly FBATR (First, Break All The Rules) survey reporting and analysis of results (initiated better communication of survey results at all levels of management between three operation centers across the country)

·Create and maintain additional C-SAT reporting and analysis of POSE Survey data (making data easily accessible, visible and in user friendly reporting formats)

·Proactively make additions, enhancements, and maintenance of the Director’s EOM presentations (Always finding better ways to analyze the operational performance, daily, weekly, monthly…etc including rolling date range views to ensure statistically appropriate sample size of data points and eliminating the peaks and valleys of anomalies and insufficient data trends)

·Call router tracking – Interval Splits by phone switch & site (Improved the way management could see their own individual site’s data in a very complex and combined operational world)

·Continued progress with separate skill level data through agent level reporting/analysis

·Provide “1 on 1” development time with managers and supervisors to help them gain analytical skills to read and understand reports and operation metrics, as well as how their decision affects the business in a very real way.

·Always discover inaccuracies and problems with company developed reporting tools (provide root cause analysis and deliver feedback to appropriate reporting departments)

·Assist in the development and implementations of new reporting tools

·Keep open communication with support groups in the company and provide data analysis to them as needed

Scheduling/Forecasting Associate (Nov 2001 – Dec 2003)

·Efficiently used the IEX Totalview software for the purpose of forecasting call volumes and average call handle times for the purpose of scheduling phone agents in a contact center environment.

·Proactively and professionally worked with Directors, Senior Operations, Operations Managers, Team Leaders and Trainers to improve processes and communication of operational needs.

·Built and maintained complex, but important, spreadsheets and documents to better perform scheduling and forecasting responsibilities and to provide important data to the project managers.

·Trained and worked with new scheduling/forecasting associates as needed and continued to build good professional working relationships with all those around me.

·Scheduled, planned and held weekly commitment (staff planning) meetings with operations management.

·Develop better processes and procedures for both Workforce Management and Operations Management.

·Built and maintained CRDB (database reporting tool) profiles, hierarchies and utilized the necessary CRDB reporting tools to compile, analyze and communicate progress and regression of the business.

Workforce Management

Command Center Analyst (Aug 2000 - Nov 2001)

·Conducted several tasks to benefit the operations of the Microsoft Technical Support accounts.

·Some of these duties included forecasting calls, analyzing current and future call trends for the separate accounts.

·Assisted in the management of schedules, EDS and IEX schedule exceptions, and other Real Time Adherence management of hundreds of support technicians for the accounts.

·Updated and tracked the attendance of the support technicians.

·Used Microsoft Excel spreadsheets to facilitate statistics/analysis and communication of analysis.

·Monitored the progress and problems the accounts faced daily and ensured that all actions necessary took place to meet contracted service level goals.

Operations Production

Customer Service Representative (Dec 1999 - Aug 2000)

·Answered phone calls for a large variety of companies who were contracted by Convergys as an outsourcing partner.

·Used my customer service skills learned in training to help customers place orders and answer their questions effectively and efficiently.

·Spent 4 months as a senior agent taking “supervisor” calls or “escalated” calls and took care of the customer in most efficient and caring way while providing accurate information at all times.

·Focused my efforts around 100% customer satisfaction on every call.

·Type 50+ WPM with very high accuracy.

LJCooper Capital Mgmt

Orem, Utah

Financial Planning

Financial Consultant (July 1999 – Mar 2001)

Rise, Inc.

Provo/Orem, Utah

Residential care for people with disabilities

Residential Coordinator (Nov 1997 – July1999)

Heritage Schools

Provo, Utah

Troubled Youth Treatment Center

Unit Counselor/Lifeguard (Off and on from 1996 – 2000)

* See more personal details on next page.

** I appreciate any consideration and I am confident our interview will produce positive results.

AFFILIATIONS & PERSONAL ACCOMPLISHEMNTS

Eagle Scout

Highest rank in the BSA (Boy Scouts of America)

Service Mission

·Served a religious service mission for two years in the country of Brazil (residing in many cities in the state of Paraná).

·Learned to speak and write fluently in the Portuguese language. Still maintain my fluency with the Brazilian Portuguese language.

·Learned a great deal about leadership and how to communicate well with others and deal with authority.

Miscellaneous (Hobbies & Interests)

·I love running and endurance sports. I have run numerous marathons and ultra-marathons. I began running in the year 2000 when I was 26 yrs old. My best marathon time so far is 3:23:59. I have run some of the most difficult long distance events in the world including the Badwater Ultramarathon 135 miles across Death Valley in July (twice) and the Brazil 135 Mountain Run (5 times) and where I covered the entire 345 mile Caminho Da Fe trailhead in Brazil’s Mantiqueira Mountains in the span of one week. I have competed in many 24-hour races running up to 100 continuous miles and once a 519-mile cycling relay with my father, brother and brother-in-law.

·In January 2020 I completed the grueling Arrowhead 135 Mile Winter Ultramarathon covering 135 miles on foot in 49 hours 52 min pulling a sled behind me with all my required gear, nutrition, clothing etc for survival of the harsh freezing climate reaching well below zero Fahrenheit!

·I also enjoy open water swimming and biking and participate often in 100-mile century rides and triathlons (Swim, Bike & Run).

·Birth of my daughter Taila Gabriella – May 2002

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