Experienced Workforce Analyst and Business Analyst
Resume:
Cameron Moore
Experienced Workforce Analyst with a track record of analyzing sta ng trends and developing strategies to maximize employee productivity. Skilled in creating and presenting reports to senior management. Strong analytical, verbal, and written communications skills with a solid understanding of operations and data process ows. Work Experience
Business Analyst 3, Palmetto GBA
August 2024 - Present
Developed business requirements models and process work ow diagrams to support the development of new applications.
Created data models to support the organization's
analytics, reporting and dashboards.
Analyzed data to identify trends, potential issues and opportunities for improvement.
Developed training materials and conducted user training sessions to ensure successful adoption of new systems. Analyzed workforce data to identify trends in employee engagement and retention
Developed comprehensive reports for Human Resources and senior management to facilitate critical decision- making
Utilized advanced analytics to identify and address weaknesses in workforce performance
Utilized Verint, Five9, and CMS supervisor to monitor agents and create custom reports
Senior Workforce Manager, HawaiiUSA FCU
June 2022 - August 2024
Managed a team of 12 direct reports in the delivery of successful workforce strategies
Conducted regular performance reviews to identify areas for improvement and recognize exemplary performance Created and maintained detailed records of employee attendance, absences, and vacation time
Monitored and negotiated sta ng levels to ensure cost- e ectiveness
Developed and enforced workplace policies, procedures, and best practices
Personal Info
*******.******@*****.***
127 Sparkleberry Ln. 508,
Columbia, SC, 29229
Skills
Communication
Time management
Interpersonal skills
Microsoft O ce - Excel
Forecasting
Process Improvement
IVR monitoring
Reporting
Scheduling
Training
Real Time Monitoring
ewfm
Alvaria
Verint
Assisted with the recruitment, selection, and onboarding of new employees
Resolved employee con icts and disputes in a timely and e ective manner.
Long and short term capacity planning
Utilized Genesys Cloud to manage IVR, monitor employee interactions, and create custom reporting
Real time monitoring
Call Cener Planning Analyst, Wells Fargo
October 2017 - June 2022
Collaborated with external and internal stakeholders to develop analytics projects and programs.
Utilized Tableau to generate visualizations and insights from data sets.
Evaluated and monitored performance metrics to identify areas of improvement.
Managed the implementation of workforce management systems to ensure optimal performance and e ciency. Ensured accurate and timely reporting of workforce management activities and performance.
Analyzed and identi ed trends in workforce management activity and performance to improve e ciency.
Developed and maintained relationships with
stakeholders to ensure smooth and e cient workforce management operations.
Utilized NICE IEX, Aspect, and Alvaria WFM systems Real time monitoring
Workforce Solutions Analyst, HMSA
March 2015 - October 2017
Analyzed workforce data to identify trends in employee engagement and retention
Developed comprehensive reports for Human Resources and senior management to facilitate critical decision- making
Implemented workforce performance metrics to track e ciency and success of organizational initiatives Utilized advanced analytics to identify and address weaknesses in workforce performance
Worked with Inbound and Outbound call ows
Scheduled health coaches and nurses for consultations with members
Real Time monitoring
Utilized eWFM, Aspect, Alavria
Workforce Manager, Red Ventures
June 2010 - March 2015
Assisted with the recruitment, selection, and onboarding of new employees
Education
Business Administraion, University of South Carolina December 2010
Developed and enforced workplace policies, procedures, and best practices
Real-time monitoring
Used SQL to mine and organize data
Intra-day reporting
Meeting with operations to discuss productivity
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