Jasper Adams Email & Phone Number

Minnetonka, Minnesota, United States

• Collected, analyzed, and interpreted complex data sets related to workforce metrics to identify trends, patterns, and correlations to inform business decisions by Senior Operations Leadership, Recruiting and Training
• Created and maintained workforce forecasting models that predicted future staffing needs for both domestic and offshore units, focusing on customer service demands and Service Level requirements
• Developed methodologies to improve data analysis and predictive modeling including back casting and regular reporting of forecasting performance to Operations leadership
• Developed and maintained both domestic and global headcount plans with ad-hoc and scheduled reporting to Training and Operations.
• Analyzed performance trends and provided feedback to Operations leadership on a Weekly and Monthly basis
• Monitored and reported on KPIs daily, weekly monthly and on an ad hoc basis to ensure adherence to the organization’s goals

Virginia Beach, Virginia, United States

• Successfully converted the non-phone (fax and web portal) back-office production operations from a supervisor-managed process to a centrally managed operation using industry-standard Workforce Management protocols
• Improved turn-around-time Service Level from 12 hours to 3 hours by designing and implementing data gathering tools to monitor and measure turn-around-time performance of 250+ back-office agents
• Created and maintained manual and system-generated schedules for both domestic and offshore back-office production teams
• Provided accurate long and short-term forecasts using predictive analysis of historical workloads to senior management for budgeting.
• Reported daily, weekly and monthly to Senior Leadership on results of the efficiency improvement efforts

• Efficiently managed multi-channel volume forecasts for the Commercial Cards Unit within the required +/- 2% forecast-to-actual variance
• Provided accurate and timely telephone, chat and back-office capacity planning services for the Large Commercial Cards organization located in three sites in Jacksonville, Florida; Norfolk, Virginia and Sioux Falls.
• Utilized workforce management tools (Aspect eWFM, Avaya CMS) and Microsoft Excel to create flexible and efficient staffing models, and aligned workforce schedules with operational demands to maximize efficiency and.
• Successfully engaged with site management to consolidate two separate site operations into a single support entity to achieve staffing efficiency, resulting in a saving of 10 FTE
• Collaborated with GWFO partners on the planning and executing of regularly scheduled vacation bids, and as-needed shift bids for the Norfolk, Virginia and Jacksonville, Florida sites.
• Provided ad-hoc and monthly scheduled reporting on operations wins and risks to Senior Management

Virginia Beach, VA

• Accurately forecasted call volumes for the Virginia Beach, Virginia; Tampa, Florida; and Nashville, Tennessee sites
• Introduced high six-figure cost-saving staffing and scheduling strategy to the company using call-center metrics.
• Successfully managed Service Level risks through monitoring staffing levels and advising on new-hire class schedule.
• Traveled to Nashville, Tennessee to train the newly hired WFM analyst onsite as operations expanded.

Norfolk, Virginia Area

• Managed a consistently top-performing team of 10-15 agents in the contact center.
• The team was a multi-skilled unit responsible for maintaining accounting hierarchy structures and responding to Federal Government cardholder and Program Coordinator contacts by phone and email.
• Transitioned to WFM as an Ops Analyst supporting the Government and Commercial Card Units.
• Provided real-time analysis to the WFM team in support, including making real-time adjustments to address staffing challenges.

Business Administration And Management, General

Non-Degree, Business Administration And Management, General, 3.84

Gce 'O' Level, General Studies