Senior Workforce Analyst & Customer Support Specialist
Resume:
Sheldon Cohen
Wilmington, NC 28412
********@*****.***
Professional Experience:
Customer service Professional. Proficient in root cause analysis. Have extensive knowledge and hands on experience with call center operations, from training to scheduling and team management. Worked from home with Conduent and TrialCard via a VPN. Used ServiceNow to enter and process tickets. . Proficient in Aspect Workforce Management, and the use of Cisco Phone systems. Proficient in Calabrio Workforce Management.
Workforce Analyst
TrialCard February 2021 to Present. (Company name changed to Mercalis October 2023, then changed to Valeris May 2025)
Company's role is to eliminate complexity & carve out a clear path, from prescription to patient.
Traditional WFM procedures using Calabrio software. Created schedules for new hires, monitored real time adherence. Scheduled meetings, training and other events. Prepared and delivered reports for senior leadership. Processed Service Now tickets to address system issues and schedules. Working from home using VPN.
Benefits Administration Services Associate
Conduent-Cary N.C.
January 2020 to December 2020
Health and Welfare Plan administration for L3Harris Corporation. Managed annual elections for H&W plan, and other related plan administration. Assisted plan participants with enrolling and using secure website for their benefits administration. Processed notification of a participant or surviving spouse death. Navigated complex CRM system to manage tracking of all participant contacts. Pension Benefits Administration for Athene, handling 40 various plans as plan administrator. Handle monthly payment types, stop and reissue services, annuity projections, website navigation and other annuity related issues. Assisted plan participants with enrolling and using secure website for their benefits administration. Processed notification of a participant or surviving spouse death. Benefits Administration Services Associate
Conduent-Cary, N.C.
October 2019 to 12/31/2019 Manpower Assignment
Health and Welfare Plan administration for L3Harris Corporation. Managed annual elections for H&W plan, and other related plan administration. Assisted plan participants with enrolling and using secure website for their benefits administration. Processed notification of a participant or surviving spouse death. Navigated complex CRM system to manage tracking of all participant contacts. Global Operations Specialist
Transform (Formerly Sears Holdings) - Round Rock, TX August 2017 to August 2019
Responsible for training for the Scheduling function in Aspect Workforce Management Systems. Managed the updating and maintaining Sears internal Wiki for scheduling and related procedures. Author of new procedures for Global Operations. Allocation of phone call traffic to internal and external call centers worldwide so that service level goals are maintained. Daily monitoring of internal call center staffing and traffic, to balance service levels. Skilling of phone agents for our skill based routing. Manage Real Time Adherence. Managed requests for Voluntary Time Off, and Pr e-Voluntary Time Off. Managed and created prescheduled events, such as team manager coaching, meetings, and training academies. Avoided negative net staffing to insure correct service levels are maintained. Recognized by senior leadership with several WOW awards.
Scheduling Analyst
SEARS HOLDINGS September 2015 to August 2017
Created schedules for various lines of business used by Human Resources in their recruiting efforts. Analyzed current staffing schedules and recommended schedule slides or schedule bids to improve overall service to our Member Service Organization. Created spreadsheets in Excel used in weekly huddle calls to review past performance, and to look into the future. Analyzed the need for voluntary time off and extra hours, and made recommendations to our operations partners. Partnered with our IT team to develop an automated system for submitting schedule change requests. Tested and processed schedule change requests. Developed staffing scenarios for Holidays. Senior Profiling Administrator
Sears Holdings Corporation - Round Rock, TX December 2012 to September 2015 Responsible for setting up and maintaining employee information and administering changes in the e Workforce Management (eWFM) application as business needs arise. Additionally responsible for creating and maintaining the employee profiles in the Cisco ACD and call monitoring applications. Created profiles in Aspect for new hires. Created permissions for various system uses. Processed changes to profiles such as department changes, terminations, new system permissions, etc. Became proficient in recognizing problems, finding the root cause of the issue, and implemented process changes to avoid similar occurrences.
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