Christopher Baca Email & Phone Number

- Built staffing models for 10 separate departments that empower leadership to utilize data to make staffing decisions. - Partner with leadership from the manager level through senior leadership on strategic planning (process improvement, staffing, scheduling, etc.).- Maintain staff models for 10 separate departments with enhancements as departments grow and or change. - Partner with finance on a regular basis to ensure staff and budget needs are met.- Developed volume forecasts for 10 separate departments at a work type level. - Developed associate metrics dashboards to view associate level phone metrics that allow leadership to quickly identify trends and outliers. - Expert Knowledge of Verint, Workday, Excel (VBA), Access (SQL), SharePoint, PowerPoint, Google Sheets, Amazon Connect- Experience with Python, Snowflake, Tableau, Minitab, Visio, NICE, Playvox, Calabrio, ActivTrak

Colorado Springs, Colorado, United States

- Manage and maintain staffing models for 15+ different business units.- Program metrics for 15+ different business units within Verint software.- Maintain and deliver metrics reporting for 15+ business units using VBA, SQL, and Power Query.- Partner with finance on a regular basis to ensure staff and budget needs are met.- Automated and implemented approval process of schedule updates to meet needs of business partners without increasing workload for Workforce Management.- Lead weekly, monthly, and quarterly meetings with senior leadership presenting data in a digestible format that is useful for both analysts and leadership.- Co-founder and leader of recognition program for Workforce Management, also developed a system with automation for associates to submit, track, and approve recognition.- Expert Knowledge of Verint, Workday, Excel (VBA), Access (SQL), SharePoint, PowerPoint- Experience with Tableau, Minitab, Visio, NICE

Colorado Springs, Colorado, United States

- Improved annual forecast accuracy by 250%, to 0.6% variance, with the use of Power Query automation, analytics, and data visualization.- Primary responsibilities included forecasting and process improvement.- Managed Staffing Model analysis and forecasts.- Managed SharePoint for Workforce Management.- Provided one off analysis for business partners (staffing, volume, attrition, etc.).- Provided training and sharing of skills with peers and senior specialists.

Colorado Springs, Colorado, United States

- Managed a team of 15-20 associates resulting in highest performing team in the country within Retain Account Management (RAM).- Selected for and completed leadership development program (EDGE).- Talent Acquisition Leader for RAM.- Workforce Management Leader for RAM.- Served as a member on Brand Awareness Business Resource Group for T. Rowe Price Colorado Springs Campus.- Mentored new leaders going through EDGE, diversity leadership programs (LEAD), and to local college UCCS.-Experienced with working with all levels of tenured associated.

Colorado Springs, Colorado, United States

Processing associate for retirement accounts

Colorado Springs, Colorado Area

Client Service Representative for retirement accounts

Colorado Springs, Colorado Area

Colorado Springs, Colorado Area