Strategic Capacity Planning & Forecasting Specialist
Resume:
Marie (Donna ) Goering
Des Moines, Iowa
Contact information:
phone- 641-***-**** email- **********@*****.***
Key Skills
Call Centers 7+ years’ Workforce Management Customer Service 9+ years Strategic Planning 4 years Capacity Planning 9+ years Risk Analysis Forecasting Change Implementation Communication Multitasking Prioritization Problem Solving Critical Thinking Building Relationships Leadership Data Analysis Reporting Detail Oriented Teamwork Microsoft Office suite Google suite
Professional Experience
Workforce Capacity Planning (November 2025 – April 2026)
Conducted in-depth analysis of staffing requirements and collaborated with vender merchants to develop comprehensive staffing strategy. Utilized capacity modeling to forecast future staffing needs.
•Provided detailed risk assessments to ensure compliance with project staffing regulations
•Conducted research gathering sessions with vender merchants to discuss staffing needs and strategic planning.
•Analyzed staffing adjustments and requirements, presenting findings to vender managers, and performing ad-hoc reporting or project work to support strategic decision-making.
•Utilized creative problem-solving techniques and leverage data analysis tools (Zendesk) to address staffing concerns, demonstrating the ability to assess issues and implement solutions quickly.
•Leveraged AI tools to help gather data and assist with forecasting methods.
Maximus
Analyst-Capacity Planning (May 2024 – November 2025)
Conducted in-depth analysis of staffing requirements and collaborated with project management to develop comprehensive staffing strategy. Utilized capacity modeling to forecast future staffing needs.
Facilitated ongoing meeting s with project leadership and finance to determine best staffing needs for upcoming quarters and important changes to the project.
Provided detailed risk assessments to ensure compliance with project staffing regulations
Wells Fargo
Business Execution Consultant 2 (October 2019 – March 2024)
Conducted in-depth analysis of staffing requirements and collaborated with management to develop comprehensive hiring strategies. Utilized capacity modeling to forecast future staffing needs and ensure optimal resource allocation.
Facilitated the implementation of Executive Complaints workforce management initiatives and assisted in building workforce management platforms to streamline operations .
Played a key role in the hiring process by conducting interviews for the Workforce Management (WFM) group, ensuring the selection of top-tier talent to support organizational objectives.
Provided detailed risk assessments to ensure compliance with staffing regulations across various groups.
Led meetings with senior management to discuss staffing needs and strategic planning.
Wells Fargo
Call Center Planning Analyst 1 (December 2015 – October 2019)
Delivered comprehensive call data analysis supporting multiple contact centers, proactively identifying, and resolving servicing or staffing issues by providing innovative solutions.
Analyzed staffing adjustments and requirements, presenting findings to senior leadership, and performing ad-hoc reporting or project work to support strategic decision-making.
Coordinated medium-scale projects and provided risk assessments to maintain call center service levels within target parameters, engaging in both leadership and contributor roles within team projects.
Utilized creative problem-solving techniques and leverage data analysis tools to address staffing concerns, demonstrating the ability to assess issues and implement solutions quickly, influencing leadership for necessary changes.
Provided extensive operational support knowledge in areas such as staffing, planning, scheduling, and administration, facilitating team member trainings and leading onboarding sessions for scheduling platforms.
Additionally, actively participated in telephony setup projects and influenced decisions for the executive office complaints group.
Utilized scheduling platforms throughout my tenure. Systems include: Verint, Aspect (Alvaria), and NICE IEX.
Wells Fargo
Call Center Planning Specialist (July 2014 – December 2015)
Regularly monitored daily attendance and oversaw scheduling adjustments for Retail Services and Dillard's services, ensuring optimal staffing levels.
Conducted adjustments and meticulously monitored team member adherence to schedules, ensuring operational efficiency.
Coordinated off-phone activities and events by effectively utilizing scheduling platforms to streamline scheduling processes.
Continuously monitored real-time service indicators for the call center, facilitating prompt response to service-related issues.
Wells Fargo
Customer Service Representative (1, 2, and 3) (March 2012 – July 2014)
Handled inbound customer calls, meticulously analyzing issues, and providing effective resolutions to ensure customer satisfaction.
Expertly answered customer inquiries and aided with various inquiries, demonstrating strong communication and problem-solving skills.
Proficiently assisted customers with electronic payments, specializing in ACH and card payments, to facilitate smooth transaction processes and enhance overall customer experience.
Education
MS: Capella University
Human Services- Specialized in Counseling Studies
Psychology- Specialized in School Psychology
BA: Central College
Psychology and English
Contact this candidate