Workforce Management Capacity Planning

MICHAEL MELGOZA-FLEMING

**** ****** *****,******** ********** +1-916-***-**** **************@******.*** Summary

Experienced Workforce Management professional with expertise in optimizing call center operations, forecasting, and data analysis. Skilled in leading teams, implementing process improvements, and managing capacity planning with tools like Excel, IEX/NICE, CXOne, and Aspect. Strong in strategic planning, performance management, and coaching, consistently driving productivity and exceeding targets. Focused on leveraging workforce strategies to enhance business growth and efficiency. Skills

Career Profile

Supervisor Workforce Management 01/2024 to 02/2025 Golden1 Credit Union

As Supervisor of Workforce Management, I led a team responsible for optimizing staffing levels, forecasting call volumes, and ensuring operational efficiency.

• Led specialists and analysts, improving operational efficiency and service delivery.

• Created and managed the attendance specialist role, reducing absenteeism by X%.

• Hired and onboarded Workforce Management specialists to enhance scheduling and forecasting.

• Directed CXOne and IEX implementation, optimizing workforce management and customer experience.

Capacity Planning/Business and Business Systems Analysis 04/2023 to 10/2023 Intuit

As a Capacity Planning and Business Systems Analyst, I utilized data-driven insights to forecast resource needs and optimize business systems.

• Managed supply and demand, optimizing resource allocation and efficiency.

• Assisted in capacity planning to support staffing and product scalability.

• Provided forecasting insights, maintaining service levels during market transitions.

• Streamlined business systems, enhancing efficiency and supporting growth. Workforce Management Analyst 11/2019 to 04/2022

Delta Dental

As a Workforce Management Analyst, I analyzed and forecasted call volumes, staffing needs, and performance metrics to optimize scheduling and resource allocation.

• Forecasted and adjusted staffing needs to optimize resource allocation.

• Created a centralized workbook for tracking performance data.

• Developed an attendance tracking system to support coaching and productivity.

• Implemented 'Work from Home' policies, maintaining performance during COVID-19.

• Workforce Management & Optimization

• Forecasting & Scheduling

• Data Analysis & Reporting

• Team Leadership & Development

• Performance Management

• Process Improvement

• Change Management

• Strategic Planning & Business Alignment

• Customer Service Excellence

• Scheduling & Resource Allocation

• Cross-Functional Collaboration

• Training & Onboarding

• Crisis & Issue Resolution

• Project Management

• Technical Support & Systems Implementation

• Analytical & Critical Thinking

Supervisor, Workforce Management 08/2005 to 06/2018 Verizon Wireless

As Supervisor of Workforce Management, I led a team in optimizing staffing levels, managing real-time scheduling, and ensuring service level goals were consistently met.

• Anticipated business trends, adjusting staffing and scheduling to maintain performance.

• Developed West Area scheduling processes, saving time and costs.

• Reduced employee rescheduling from 33% to 24%, improving efficiency.

• Managed teams in Folsom, CA, and Albuquerque, NM, ensuring service levels and performance. Supervisor, Customer Service 06/2002 to 08/2005

Verizon Wireless

As Supervisor of Customer Service, I led a team of representatives to deliver exceptional customer experiences, ensuring high service levels and resolving complex customer issues.

• Set and monitored performance goals, ensuring alignment with team objectives.

• Coached representatives, achieving consistent goal success month over month.

• Tracked performance, providing feedback to improve team efficiency.

• Fostered a collaborative team environment, enhancing service quality and performance. Scheduling and Forecasting Coordinator 01/1995 to 01/1998 Verizon Wireless

As Scheduling and Forecasting Coordinator, I was responsible for forecasting call volumes and creating schedules to ensure optimal staffing levels.

• Created schedules and forecasted call volumes to maintain optimal staffing.

• Coordinated new hire training to align with operational needs.

• Led the transition from Aspect to IEX/NICE, improving scheduling accuracy.

• Monitored performance metrics to ensure service levels were met. Customer Service Representative 08/1992 to 01/1995 Verizon Wireless

As a Customer Service Representative, I provided exceptional service by resolving customer issues, processing transactions, and offering product solutions.

• Resolved customer issues, achieving high satisfaction and meeting service goals.

• Processed transactions accurately, ensuring a smooth experience.

• Provided product recommendations, boosting customer engagement.

• Collaborated with team members to address complex concerns and improve efficiency. Education

Diploma: Business

Kamiakin High School

Studied Business

Business

Columbia Basin College & WSU

no diploma

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