Workforce Management Customer Service

Conor Twomey

**-***-**** • *****.*.******@*****.***

** ****** *****, *********, ****** 9, D09 KD78, Ireland

Employment History

Main Street America Insurance, Keene NH, USA July 2022 – December 2024

Senior Workforce Management Analyst

Configured and setup Genesys Cloud Workforce Engagement Management for 2 contact centers

Trained all staff in its use, using the Power of One methodology, and helped with change management converting them from a non-WFM business

Improved reporting methodology, using PowerBI to generate reporting that is updated automatically at 5AM daily

Provided analysis of workforce management needs, forecasting, staffing, and scheduling

Point of contact for all of the call centre reporting needs, running ad hoc reports and developing reporting frameworks, and documented processes for reports that required repeat production.

Provided analysis of reports generated and presented findings

Created, maintained, and enhanced all dashboards in use by department and related departments in the company

Arbella Insurance Group, Quincy MA, USA March 2019 – June 2022

Workforce Analyst

Configured and setup Genesys Pureconnect Optimizer Scheduling software for 3 contact centers for 100 reps

Trained all staff in its use, using the Power of One methodology, and helped with change management converting them from a non-WFM business

Improved reporting methodology, using advanced Excel skills, and SQL, to speed up the report generation process

Provided analysis of workforce management needs, forecasting, staffing, and scheduling

Boston Scientific, Quincy MA, USA May 2014 - March 2019

Workforce Analyst

●Provided analysis of workforce management needs, forecasting, staffing, and scheduling

●Streamlined the WFM reporting process, using advanced Excel skills to speed up the report generation process

●Generated scorecards for the management of the team, and provided monthly call center statistics to finance

●Led a Global Customer Service initiative to develop e-learning for all CS departments across the company.

●Created several e-learning modules for my local CS team that has reduced training time by 25%, and reduced the productivity impact training new hires incurs.

●Led an inside sales initiative that generated a new revenue stream for the CS department that increased Market Share, Revenue, and Customer Service impact. My inside sales initiative was responsible for over $8.2M in additional Revenue.

●Participated and led implementation of upgrades in our PBX and workforce management systems

●Was part of the evaluation team working on the procurement of a global cloud contact center solution.

Golfsmith International, Austin TX, USA September, 2010 – December, 2013

Workforce and Operations Manager

●Managed 60 seat call center

●In charge of all hiring and training for sales, service, web support, and remote teams

●Generate and analyze reports on metrics looking for training/performance management opportunities

●Staffing the contact center based upon historical and current report analysis to ensure maximum staffing and calls during peak times. Analyze workflow to ensure that the contact center is operating profitably and efficiently

●Directly responsible for sales, service, web support, and remote team supervisors ensuring that staff are coached, and developed to ensure adherence to performance standards

●Manager in charge of all call center technology, and instrumental in rollout of new LiveOps system

●Participated and led implementation of an upgrade to our ERP systems for the contact center

●Participated in the development of an outsourcing initiative for the contact center; developed and conducted the training for the outsource of the contact center in the Dominican Republic

Education

College of Marketing and Design Dublin, Ireland

Associates Degree, Business Management

Skills

Fourteen years of Workforce Management experience using the following applications: most recently Genesys Cloud, Genesys PureConnect, Aspect, and Verint/GMT Planet. Reporting experience includes Power BI, SQL Reporter, and Advanced Excel skills including ability to code Visual Basic Macros to increase the efficiency of Excel tasks. Experienced in Lean and Agile process methodologies. Strong organizational and management abilities, attention to detail, and a can do attitude. Strong Skills in Nortel Contact Center – Manager and Nortel Call Pilot, Live Ops, Emailtopia, Oracle Live Help On Demand, IP Softphones, Onvisource, KBox, MindQuilt, Intranet Connections, Oracle E-Business Suite, Cognos, MS Office (Word, PowerPoint, Excel), Brio, Great Plains, SAP, SAP Business Objects, EDI, RTA, Avaya CCMA, Avaya CMS, and designing training materials in Articulate Storyline 2.

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