Business Optimization Expert

Call Center Operations Performance Analyst Resume

Specializing in Data Analysis, Visualization, and Performance Insights

SUMMARY

Results-driven Call Center Operations Performance Analyst with proven expertise in aggregating, analyzing, and visualizing complex data sets to drive actionable insights and operational excellence. Adept at leveraging Microsoft Power BI and Salesforce dashboards to synthesize performance metrics and communicate findings to executive leadership. Demonstrated ability to connect disparate data sources, identify performance trends, and deliver compelling presentations that influence decision-making and improve key operational outcomes.

PROFESSIONAL EXPERIENCE

Ally Financial, Inc. Schaumburg, IL August 2024 – Present

Sr. Capacity Planning Analyst

Aggregated and analyzed data from multiple sources to develop a comprehensive capacity planning model, quantifying resource allocation across departments and directly supporting strategic hiring initiatives with data-driven recommendations.

Transformed weekly forecast review processes by integrating Microsoft Power BI visualizations into executive-level PowerPoint presentations, delivering clear insights into baseline performance, operational progress, and identifying critical areas for improvement.

Presented key performance insights and actionable recommendations to operations leadership, resulting in significant improvements among low-performing teams, including an increase in availability from 30% to 70%.

Identified and resolved data inconsistencies using innovative, data-driven approaches, enhancing the accuracy of resource planning and forecasting.

Developed a new forecasting method that incorporated historical workload volatility, improving staff optimization by 15%.

Frontline Managed Services St Louis, MO May 2022 – August 2023

Senior Operations Manager – Workforce Management

Led data aggregation and analysis for workforce management of a global program spanning 500+ employees in 5 countries, utilizing a "follow the sun" model to optimize resource availability across time zones.

Created and maintained operational dashboards using Salesforce and Power BI, providing real-time insight into key performance metrics and supporting data-driven leadership decisions.

Collaborated with cross-functional teams to present workforce and capacity insights to executive stakeholders, facilitating strategic planning and performance improvement initiatives.

TECHNICAL SKILLS

Data Visualization: Microsoft Power BI, Salesforce Dashboards

Data Aggregation & Analysis: Advanced Excel, SQL (if applicable)

Presentation Tools: Microsoft PowerPoint

Workforce Management Systems

EDUCATION

Bachelor’s Degree in Business Analytics, Data Science, or related field (update as appropriate)

PROFESSIONAL EXPERIENCE

Ally Financial, Inc. Schaumburg, IL August 2024 – Present

Sr. Capacity Planning Analyst

Developed and implemented a capacity planning model that was able to quantify and show the allocation of resources across various departments and partnered with learning and development to create an intentional hiring plan.

Transformed the weekly forecast review meetings with operations leadership by incorporating data visualization connecting Power BI in the Microsoft PowerPoint presentation to effectively communicate baseline performance, progress, and areas to focus for improvement, resulting in significant gains from low-performing teams, with a notable increase in availability from 30% to 70%.

Recognized data inconsistencies and created innovative data-driven solutions to address gaps, enhancing the accuracy of resource planning and forecasting including a new forecasting method which was able to take volatile workload history into account leading to a 15% increase in the staff optimization.

Frontline Managed Services St Louis, MO May 2022 – August 2023

Senior Operations Manager – Workforce Management

Lead contributor to the development of a strategic workforce plan for a global program of 500+ in 5 countries using time

zones in a follow the sun model.

Built a capacity plan for 54 law firms in a 24/7/365 call center with varying contractual requirements with a forecast accuracy between 1%-3% monthly using advanced Microsoft Excel modeling.

Designed and implemented key process improvements including resource approval, staff cost management, succession and redundancy plans, role delineation, and employee performance reviews.

Stericycle Bannockburn, IL August 2016 – April 2022

Workforce Management Manager

Developed and implemented staff transition to low-cost countries resulting in annual savings of $2M.

Created site strategy for improved facilities coordination, building out planning, organization restructuring, vendor negotiations, and contract management.

Built a team of 11 workforce management analysts consisting of coordinators, real time, schedulers, forecasters, and data team, each with increasing levels of responsibility to promote growth and development within the workforce management team.

Managed the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators.

Identified and researched service level risks for problem resolution and management notification. Oversaw escalation plan when service levels were negatively affected.

Monitored and reviewed processes, inputs and outputs for continuous improvement recommendations and changes.

Led the development of demand planning strategy, foot-print planning, and benchmarking workforce management competencies and models.

AXA Assistance US Chicago, IL January 2014 – August 2016

Workforce Manager

Developed and executed long term strategic vision of workforce management.

Worked cross-functionally with senior leadership to create and implement growth strategies.

Managed budget and tracked actuals against budget highlighting areas of overage for the operations leadership to act upon in monthly review meetings.

Created contingency plans to ensure business continuity using Microsoft Teams and integration with Microsoft SharePoint to communicate quickly across all levels of employee’s actions needed and monitor results for return to business as usual.

Formed dynamic staffing models that drove flexibility to deliver strong service levels and lower cost to service.

Designed capacity plans that not only aligned to the budget but also supported RFPs for all new potential businesses.

ADP Elk Grove Village, IL July 2008 – December 2013

Workforce Management Business Analyst

Led the West team restructure project through role/responsibility definition, workflow process definition and implementation. Provided regular updates to senior leadership and dynamically made process changes as needed utilizing Microsoft Project resulting in the associates fully functioning in their new roles in three months.

Served as a technical consultant in the implementation of Genesys Intelligent Routing by gathering business partner and end user requirements, implementation planning, user acceptance testing, and Genesys WFM design.

EDUCATION

University of Phoenix, Phoenix, AZ Bachelor of Science – Business & Administration. June 2014

PROFESSIONAL AFFILIATIONS

Toastmasters, Elk Grove Village, IL Officer-Secretary/Member.

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