Albert Preston Iii Email & Phone Number

Houston, Texas Area

As a SR. WFM ANALYST, I’ve gained experience in the following areas:- Using IEX, CMS & Genesys/OMNI to monitor real time adherence, update/create employee schedules & manage PTO around business needs (Service Levels & PG’s) and forecasting call volumes based on historical trends and patterns.- Using Tableau, Power B.I., CMS and Excel for pulling intraday info and statistical data to present business performance reporting (for multiple call centers/business segments) to SR. Leadership in daily (during peak seasons), weekly and monthly meetings.-Employing Playbook Tactics for many different scenarios all geared towards ensuring we are not under-performing or over-performing (for efficiency purposes) based on the different service level goals and performance guarantees across all the different skills and lines of business that we manage.

Houston, Texas Area

As a Workforce Management Analyst, I gained experience in the following areas:- Using IEX & CMS to monitor real time adherence, update/create employee schedules & manage PTO around business needs (Service Levels & PG’s).- Using Tableau, CMS and Excel for pulling intraday info and statistical data to present business performance reporting (for multiple call centers/business segments) to Leadership in daily and weekly meetings.- Daily monitoring of all skills to ensure we weren’t under-performing or over-performing based on the different service level goals and performance guarantees across all the different skills and lines of business that we manage.

As a WFM Analyst Intern, I gained experience in the following areas:- Using IEX & CMS to monitor real time adherence, update employee schedules & manage PTO around business needs (Service Levels & PG’s).- Daily monitoring of all skills to ensure we weren’t under-performing or over-performing based on the different service level goals and performance guarantees across all the different skills and lines of business that we manage.

Houston, Texas Area

As a CCP (Customer Service Agent), I gained experience in the following areas:- Using IDT, Diamond and UNET for looking up and examining Professional and Institutional Claims and resolving “claims denial reason” and “payment information” related issues for members and providers.- Using UNET to process commercial claims, using EDSS to lookup provider and member EOB’s, using IDRS to lookup check payments and using SALSA to send out claims letters to members and providers.

The Woodlands, Texas, United States

The Woodlands, Texas, United States

Houston, Texas Area

The Woodlands, Texas

Business, Management, Marketing, And Related Support Services

Business, Management, Marketing, And Related Support Services