Customer Experience Workforce Management

Darren B. Nicholson

Charlotte NC 678-***-**** **.*********@******.*** linkedin.com/in/darren-nicholson-cw/ PROFESSIONAL SUMMARY

Results-driven and goal-oriented Senior Workforce Management Professional with 30 years of expertise in Workforce Management & Optimization, Operational Excellence, and Customer Experience transformation. Proven leader in leveraging advanced analytics, process automation, and CCaaS platforms to optimize forecasting, scheduling, and financial performance in global contact centers. Skilled in AI Driven WFM Models, AWS Connect, Alvaria (Aspect), Genesys WEM, NICE CX, Verint WEM solutions for AI-enabled forecasting and IVR automation to enhance staffing efficiency, SLA compliance, and performance initiatives. Adept at driving cost- saving strategies, streamlining operations, and aligning workforce planning with corporate objectives. Passionate about data-driven decision-making, predictive analytics, and continuous improvement to elevate customer engagement and operational success. TECHNICAL SKILLS

Workforce Optimization AI-driven Workforce Management Workforce Planning and Strategy Capacity Planning

Performance Management

Forecasting Analytics

Data Analytics & Report

Scheduling Optimization

Finance Budgeting

Certified Lean Six Sigma Certified Workforce Planning Professional Certified Genesys Workforce Planning Alvaria (Aspect) AWS Connect Genesys WEM

NICE CX Pipkins WFM Verint WEM

UKG Pro WFM Cisco CUIC Five9

Customer Experience CX

Vendor and BPO Management

Contact Center Operations

CRM & Telephony Platforms

Process Improvement

EXPERIENCE

Quantum Health – Dublin OH / Charlotte NC 2022 - 2025 Director, Workforce Management

• Led Workforce Management strategy and execution, overseeing 12 direct reports and an enterprise-wide BPO vendor supporting Provider and Member Services across Operations and Clinical divisions within contact centers.

• Managed workforce planning for 1,500+ FTEs, including licensed clinical professionals, ensuring optimal resource utilization within a multi-channel environment.

• Developed and implemented short- and long-term forecasting models, capacity plans, and staffing strategies aligned with organizational performance goals. Developed SOPs for business continuity and quality standards.

• Supported finance and budgeting processes by leveraging workforce management capacity planning to optimize labor costs, forecast staffing needs, and align resources with financial objectives.

• Led operational excellence and customer experience initiatives, leveraging Verint WFM, and analytics platforms to drive system enhancements. Utilized data analytics to standardize KPI performance and trending analysis.

• Developed scheduling optimization practices to ensure scheduling efficiency and interval-based requirements.

• Reduced staffing requirements by 14% through IVR self-service improvements and technology upgrades.

• Maintained SLA and ASA performance metrics during open enrollment and new client onboarding peak seasons.

• Utilized predictive analytics to inform WFM strategy and provided performance insights to stakeholders, driving continuous improvement and transformation, directly connected to Customer Experience practices. The Viapoint Group – Atlanta GA 2015 - 2022

Senior Director, Workforce Optimization

• Directed a team of 15 direct reports in executing enterprise WFM strategy and integration of CCaaS platforms across multiple verticals of Banking, HealthCare, Telecommunications, Social Services, and Hospitality.

• Led initiatives in developing and refining capacity planning, short and long forecasting, scheduling optimization, and queue performance analysis.

• Collaborated with C-suite executives to align workforce strategies with operational initiatives and outlined potential risk to serviceability and performance.

• Achieved a 20% reduction in operational costs through workforce transformation and efficiency gains across omni- channel contact centers.

• Conducted Client assessments to increase Customer Experience retention, process improvement and enhanced WFM technologies to optimize workforce planning.

• Applied advanced statistical analysis to monitor program compliance, identify performance gaps, and develop improvement plans.

• Directed successful implementation of NICE, Verint, Alvaria (Aspect), and Genesys Cloud platforms to improve workforce productivity and system interoperability. Page 2

AIG – Atlanta GA 2014 - 2015

Senior Workforce Optimization Program Manager

• Managed Global WFM NICE CX strategy and integration across 256 sites for 12,000+ FTEs, supporting a $25M budget and leading a team of 8 direct reports. Standardized forecasting, scheduling, and capacity models enterprise-wide to enhance programs consistency and efficiency.

• Led process improvement initiatives of forecasting analytics and data analysis reporting accuracy.

• Developed strategy guides for KPIs, capacity planning, and performance metrics to support continuous process improvement. Advised senior leadership to introduce cost-saving workforce methodologies, resulting in an 18% cost reduction. Delivered comprehensive self-service reporting tools to Customer Experience and Operations. NPS Solutions Inc. – Atlanta GA 2009 - 2014

Senior Director, Workforce Management and Service Delivery

• Directed global WFM strategy and service delivery with 5 direct reports, overseeing integrations, capacity plan modeling and KPI development and SLA performance for multiple Client workstreams.

• Led Governance and support Procurement of RFP, SOW and MSA documentation for solutioning and staffing.

• Oversaw global application integrations, enhancing reporting, forecasting accuracy, and operational visibility.

• Developed performance analytics frameworks to identify root causes and implement corrective action.

• Led enterprise change management process to support WFM inputs to increase CX and CSAT scores. Aria Solutions Inc. - Calgary, AB / Atlanta GA 2007 - 2009 Senior Workforce Management Implementation Consultant

• Managed the integration and transformation of Genesys Suite for multiple legacy WFM platforms for enterprise clients.

• Established SLA and KPI governance for contact center performance and client satisfaction.

• Conducted Client assessments for WFM processes and systems, recommending technology-driven improvements.

• Oversaw strategic planning and implementation of legacy and new WFM systems to ensure continuity and scalability.

• Led BPO data BPO data conversion, implementation and structural design of application functional. IBM Global Business Services – Atlanta GA 2005 - 2007 Associate Director, Workforce Management (Contractor)

• Directed WFM transformation across multi-site contact centers and BPO environments.

• Designed and implemented service metric-compliant workforce strategies to enhance performance.

• Consulted executive stakeholders on WFM optimization, aligning technology platforms with business goals.

• Developed and deployed best practices for staffing models, forecasting accuracy, and performance tracking. Cingular Wireless – Atlanta GA 2003 - 2005

Senior Workforce Strategic Planning Manager

• Oversaw national workforce planning strategy for 24 regional contact centers and 10,000+ FTEs supporting 247M annual calls, utilizing ICMI and GeoTel routing logic.

• Partnered with senior leadership to develop long-range forecasting models and resource allocation plans.

• Led service-level performance improvements through streamlined workforce planning processes.to streamline workforce processes, improving overall service level performance. United States Army 1991 – 2001

Senior NCOIC (Non-Commissioned Officer In-Charge) INSCOM

• Served as senior enlisted advisor overseeing intelligence operations, personnel readiness, and mission execution.

• Managed multi-discipline intelligence collection and secure data dissemination to interagency and coalition partners.

• Directed advanced training and technology integration efforts, ensuring operational preparedness and team development. Supervised 8 Resource Management Specialist, for evaluations and career development to support intelligence objectives while ensuring efficient resource allocation supported intelligence operations planning. EDUCATION

Pursuing B.S., Business Analytics University of Phoenix Bachelor of Science in Business Analytics

U.S. Military Intelligence and Logistic Program United States Army United States Army Military Training and Doctrine Command A.S. Computer Information Systems Aiken Technical College Associate of Science in Computer Information Systems

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