Call Center Business Analyst
Resume:
MICHAEL S. GASH
EXCELLENCE INTEGRITY GROWTH
Excellence-driven professional with over 20 years of proven success in managing and optimizing call center operations. Experience in SQL/Tableau reporting, workforce management, process improvement, and efficiency maximization for improved call center operations. Developed reporting/dashboards to streamline operational data and produce impactful/meaningful data to support business goals.
PROFESSIONAL EXPERIENCE
Blue Shield of California
Business Analyst, Consultant June 2023– Present
●Automation of daily and weekly reports using Python
●Tableau Upgrade from Business objects. To allow customers to do trending and specific filtering on data. Saving time for team to create ad hoc reports instead of daily reports.
●Create and manage reports for the Provider service team using SQL.
●Lead designer for reports for the Provider Information and Enrollment and the Pricing Analytics and Contract Configuration team.
Senior Business Analyst - Call Center Reporting June 2020 - June 2023
●Modernized reports on the Tableau server to ensure aged, duplicate, or non-relevant reports were decommissioned or redesigned for accuracy to provide single source of truth for standardization across the business.
●Translate high level business goals into tasks and technical specifications needed to produce meaningful dashboards providing call center stats.
●Maintained/developed internal SQL database and created “like relationships” to align three data sources Avaya, Verint and Aspect which allowed the ability to migrate from Aspect to Verint.
●Transformed data feeds from Verint server, Vendors and Email utilizing Python scripting into SQL repositories.
●Collaborated with IT to define data requirements/testing standards for report building and the movement from SQL 2016 to a cloud-based environment.
●Coordinated and completed ad-hoc inter-department reporting/analytic requests by providing decision support and consultative services.
●Shared SQL and Tableau knowledge with team members to enhance overall skill set for improved team performance.
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Senior Workforce Planning Analyst January 2016 – June 2020
●Created forecasts and staffing plans for over eight individual lines of businesses.
●Ability to conduct / lead collaborative discussions with stakeholders and workgroup leaders to identify upcoming changes and challenges in the business and recommend appropriate counter actions.
●Experience in advanced trend analysis and ability to interpret data to provide recommendations to drive key business decisions.
●Created outsourcing volume and budget forecasts for Claims, Data Entry, and Provider Information and Enrollment.
●Created models to easily and accurately do “What if” scenarios for all lines of business that are forecasted. These ‘what if” scenarios allow the business to understand what changes in production or metrics will impact staffing and budget.
HomeServe USA
Workforce Supervisor Dec 2014 - October 2015
●Led a team of five to manage daily operations and planning efforts within the call center; resourcefully scheduled shifts, monitored call arrival patterns and adjusted staff schedules accordingly to ensure proper coverage and cost-efficiency; utilized real time monitoring applications to identify call routing issues.
●Managed Paid Time Off and leaves of absence; served as a liaison for Staff Accountant/HR Assistant.
●Oversaw contract volume associated service levels and staffing requirements.
●Analyzed contact center performance to quickly implement staffing adjustments and call routing re-alignments.
●Boosted contact center performance through minimization of call interruptions and system outages.
●Escalated critical issues to appropriate business continuity leaders in a timely manner.
●Created tools for the workforce team to improve performance.
●Lead designer of the Excel reports.
General Dynamics Information Technology
Business Analyst Dec 2008 – Dec 2014
●Analyzed and forecasted volumes for phone and non-phone channels; determine key impacting trends and evaluated variances to develop plans for handling change effectively.
●Served as a project lead, accountable for the implementation of all forecasting channels into Aspect eWFM.
●Created the very first forecasting and staffing plan for the new Healthcare Exchange call centers.
●Improved General Dynamics forecast rating from Medicare from “very good” to “excellent”.
●Innovated a forecasting model database, allowing accurate prediction of weighted volumes coming into the call center; improved forecast accuracy from over 12% to 1.5%.
●Spearheaded the entire forecasting methodology redesign for alternate channels for Medicare call center.
●Implemented and led bi-weekly meetings for channel leadership and forecasting team; improved forecast accuracy, optimized forecasting model to line-of-business, and converted to a week-over-week forecast.
●Discovered additional reporting sources, thus facilitating more detailed data reviews and improving the analysis of specific drivers for each channel of contact for Medicare call center; compiled reports to communicate historical trends for each channel.
●Completed short- and long-term analysis based on changes in the call center and Medicare inquiries.
●Created a “what if” scenario modeling tool using Microsoft Access to demonstrate the impact the changes in call center parameters will have on the budget, staffing and overall volume.
●Crafted numerous presentations on long-term forecasting, lessons learned, and potential issues affecting volumes.
Comcast
Regional workforce Manager April 2007– Dec 2008
●Created and managed a team of five analysts. This team was responsible for all forecasting, planning and reporting.
●Worked with stakeholders to build out a call center with over 200 agents
Blue Cross of Massachusetts
Regional workforce Manager April 2000- April 2007
●Responsible for all aspects of forecasting, scheduling and reporting
●Responsible for converting call center from excel worksheet scheduling to eWFM software
EDUCATION
·San Diego State University Senior
TRAINING
·Aspect eWorkforce management; forecasting, scheduling, and configuration
·Tableau report design
·SQL and Python
TECHNICAL SKILLS
●Tableau, SQL, Access, Excel, PowerPoint, Word, Aspect CenterVue, eWorkforce Management, Verint
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