Dion Mulcare

*** ****** *****

Stratford, CT ****5

Cell: 845-***-**** email: adnda5@r.postjobfree.com

Professional Summary

Productive workforce analyst who is adept at maximizing company resources. Proficient at analyzing reports and making cost effective decisions. Outstanding in identifying any behaviors that may affect contact center performance.

Core Qualifications

Proficient in analyzing and determining call trends

Experienced with Microsoft office applications including Power BI

Excellent at generating agent and department KPI’s

Adept in Teleopti, Mitel, Genesys, 8x8, Monet, CCPulse, RTA, IEX/NICE, CUIC, & Aspect

Skill based routing

Excellent communication skills

Strong at multitasking

Quickly escalate any software / hardware issues that may impact performance

Experience

Coordinated Transportation Solutions

Workforce Management

11/2017 – Present

Trumbull, CT

Assisted with implementation, and introducing workforce to contact center.

Generate forecast and compared forecast vs. actuals.

Analyze current call volume and historical volume.

Approve / Deny PTO requests based on business needs.

Process and correct timesheets.

Strategic Financial Solutions

Logistics Workforce Analyst

8/2017 – 11/2017

New York, NY

Generate department performance and KPI’s for contact center.

Generate forecast, and proper staffing.

Analyze current call volume and historical volume.

Approve / Deny PTO requests based on business needs.

Altice USA (Formerly known as Cablevision)

Traffic Coordinator

4/2006 – 12/2016

Shelton, CT / Bronx, NY

Analyzed reports to determine staffing shortages and positives.

Identify call patterns to determine call volume

Determine when to offer overtime or VTO (Voluntary Time Off).

Schedule meetings, trainings & coaching’s monthly.

Education

The College of Westchester

Computer Applications Management

6/1/2000 – 12/31/2001

White Plains, NY

Contact this candidate