Brian Orner Email & Phone Number

Phoenix, Az, Us

Phoenix, Az, Us

San Francisco, California, Us

Key Analyst with the Enterprise Complaints Management Office (ECMO) Workforce Management Team. performing complex data analysis to determine staffing targets, call volume trends, develop long-term strategies and make recommendations for staffing and volume forecasting changes based on forecast scenarios. Compilation and mining of data from a variety of business sources. Perform schedule changes or adjustments and negotiates off-phone activities and training schedules. Provides guidance to less experienced specialists and analysts through mentoring, training and skill-building program development. Assists in coordinating system implementations for the Aspect Workforce software.

Us

Provided development of Workforce Management strategies for back office and claims functions improving adherence, processing, task aging and process workflow. Created the master daily performance workbook and dashboard for the Call Center providing key performance data with drill down to program and daily/weekly/monthly details increasing efficiency and accuracy while reducing reporting time and error by 65%.Led Administration and version migration of SharePoint sites for reporting and claims groups providing content/document sharing and collaboration. Designed sites, libraries, lists, forms and work flow tools enabling effective workflow and ticket management.

Phoenix, Az, Us

Leadership of the Customer Care Center’s Training and Workforce Management departments including strategy, processes, budgeting, course content and delivery. Oversight of short-term and long-term forecasting, resource planning and scheduling. Developed Excel “daily flash” and month to date dashboards improving statistical performance reporting by 75%. Working with the Customer Service Manager, I incorporated new motivational programs significantly improving agent performance and responsiveness. Drove tracking assurance, accuracy and accountability by incorporating improved budget methodologies.

Irving, Texas, Us

Analysis, forecasting, scheduling, reporting and resource planning in a 600+ agent, multiple initiative call center. Developed Excel dashboards for daily and MTD Program and Team performance, trending and KPIs as well as providing root cause analysis. Redesigned the scoping, resource and capacity planning methodologies for building new program teams and for maintaining existing program responsiveness. Key Analyst in the implementation, configuration and data transfer for the system changeover to Aspect eWFM. Also coached and mentored Real Time analysts.

Supervision, monitoring, coaching and employee development of a team of technical software support agents. Provided tacit expertise of medical billing, claims processing, data analysis, medical practice management software (Medisoft and Lytec) and networking. Mediated call escalations and customer issues. Developed KPI and Performance Reports, using Avaya CMS data, to provide team and individual results on a daily, weekly and monthly basis for distribution to team and leadership across the Support Center.

Provided strategy, concepts, definition, taxonomy, training and scope for Knowledge Management development and practice. Established functional Communities of Practice enabling collaboration, best practice development and knowledge capture. Guided development and implementation of repositories and user interface for content submission, classification and retrieval increasing explicit and tacit knowledge retention by 80%. Technical Site Supervisor – Site leadership and expertise for Paranet’s Network Operations Analysis (NOMAN) consulting projects at customer sites. Delivery of capability assessment, process improvement and network documentation of client network operations using the SEI Capability Maturity Model, Total Quality Management and network analysis methodologies. Facilitated relevant training at customer sites and consultant offices.

Certificate, Ec Council - It Security, Ethical Hacking And Countermeasures

Bs, Business Management

Certificate, Mediation

Aas, Electronics Engineering