Experienced Analyst

Summary

As a Senior Workforce Management Analyst I have a full knowledge of all Workforce principles and methodologies. My experience includes all facets of Workforce Management from initial implementation to execution, training, and maintenance. As a Workforce Management Analyst I will ensure that all resource management is properly allocated in order to meet/exceed service level agreements for optimal performance for your company and customers.

Core Competencies

Workforce Management Initial Implementation

Workforce Management Training

Technical Writer for Workforce Management Processes and Procedures

Operations and Network Management; Capacity Planning

Strategic Business Planning includes plan of action communication delegation, and execution

Adhoc Reporting and Analysis

Call Volume Forecasting

Agent Scheduling & Real Time Adherence

Aspect eWorkforce (TCS) 7.0/7.3 Software Administrator & Configuration

Verint Impact 360 WFM (Blue Pumpkin 10.3) Administrator & Configuration

Professional Experience

Conifer Health Solutions – Frisco, TX 2009-Present

Workforce Management Analyst

Accomplishments as a Workforce Management Analyst include but are not limited to:

Successfully implemented the initial stages of Workforce Management support including software training and implementation.

Executes all Workforce functions such as call volume forecasting, agent scheduling, strategic business planning, and real time schedule adherence.

Collaborated with the HR Department and created Workforce Management policies a procedures regarding scheduling time off requests, event planning, schedule adherence, and exception processing that was successfully approved by the Conifer Governance Board and are official company policies.

Trained all members of Operations Management on WFM software usage and reporting.

Collaborated with the Training Department regarding WFM training for all agents.

Educated and presented presentations to Senior Management on more structured ways to manage resources in call center environments to ensure cost and efficiency gains.

HSBC Inc. – Brandon, FL 2005 - 2009

Enterprise Business Solutions Department

Senior Workforce Management Analyst

Accomplishments as a Senior Workforce Management Analyst include but are not limited to:

Educated Senior Management on a more efficient way to manage the Workforce department infrastructure by recommending realignment of Workforce functions with the Workforce Management department.

Completed reconfiguration the entire Aspect eWorkforce software system by turning the software from 25% to 100% operable.

Implemented the initial Workforce Management set-up of our third internal customer and successfully executed Workforce Management support while helping them to consistently achieve a 90/10 service level for their external customers.

JP Morgan Chase Bank - Tampa, FL 1999 - 2005

Business Planning and Analysis Group

Capacity Planning Analyst (AT)

Accomplishments as a Capacity Planning Analyst include but are not limited to:

Initiated multiple financial modules including financial expense reports. Provided a break down each Collections department unit cost by taking their entire delinquency inventory and applying their key performance indicators per hour and determine the FTE need.

Created and managed the Hiring Plan module for the entire Collections department. Attended monthly meetings with the Human Resources department to report attrition in additional to communicating the hiring needs for each Collections department.

Consolidated reports for JP Morgan Chase and Bank One post 2004 merger. As a result, our

Bank One counterparts made a smooth transition with acquiring the JP Morgan portfolio.

Network/Operations Management Department

Senior Workforce Management Planning Analyst

Accomplishments as Senior Network/Operations Management Analyst include but are not limited to:

Facilitated weekly forecast meetings for Credit department. As a result, the Credit department was well informed on how they performed the week prior and had a projected outlook for the upcoming week.

Project Manager for major annual Vacation Rounds project involving all inbound agents for all inbound departments. As a result, vacation was strategically scheduled for over 3000 agents domestic and offshore to ensure optimal staffing at all times.

Education

Hillsborough Community College, Tampa, Florida

General Studies

Aspect WFM Vendor Training

Verint WFM Vendor Training

Computer Skills

Aspect eWorkforce Management (EWFM 7.0/7.3) & TCS Telecenter System

CMS CentreVu 9.0 & 11.0 ACD System

Verint Impact 360 WFM Software (Blue Pumpkin)

Noble Dialer System

Aspect Director ACD System

Symposium ACD System

RTA (Real Time Adherence software)

Microsoft Office (Word, Excel, Publisher, Access, Outlook and PowerPoint)

Lotus Notes

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