John Pace Email & Phone Number

Austin, Tx

Round Rock, Tx

Responsible for implementing worldwide forecast strategy for public & large enterprise customer care and order management; including interlocks with finance, business operations, and executive management.Oversee quarterly global forecast cycle for worldwide annualized volume forecast of more than 3.5 million customer care contacts and 9 million orders.Transitioned forecast processes from heuristic to statistical time series modeling, utilizing SAS Forecast Studio.Implemented workload-based resource planning to achieve order-entry fulfillment and customer service SLA’s, accounting for more than 1400 frontline agents in 16 countries.Lead and develop peers in foundational forecast, model selection, and critical thinking skills to enable successful forecast and business planning in all regions; forecast accuracy greater than 95% for orders and 90% for contacts.Responsible for aggregating more than 50 weekly-level forecast series by region for rollup and drill down reporting capability, utilizing advanced Excel programming knowledge.Facilitate executive forecast reviews; support colleagues in business-level reviews.

Round Rock, Tx

Projected weekly customer contact demand trends and headcount/capacity using predictive analysis on a quarterly cycle with a six-quarter horizon containing a forecast matrix of five sites, five contact channels, three warranty levels, five enterprise products, and twenty queues; annualized volume forecast greater than 1 million contacts.Conducted quarterly forecast reviews with finance, senior and executive management, employing charts and PowerPoint to convey and visualize data.Evaluated attainment of forecast projections for continuous improvement: greater than 95% in prior year and YTD.Utilized analytical and strategic strengths to accurately evaluate and identify risks of contact reduction initiative programs.Standardized the contact forecast modeling methodology and aggregation amidst a global services business realignment, impacting 12 forecasters worldwide.Created US headcount modeling methodology and contributed to worldwide standardized model.Managed multiple worldwide cross-functional Hoshin projects to improve forecast end-to-end processes.Integrated two acquired companies into forecast process; entailed gathering historical data, investigating data anomalies, and aligning to a “Dell-Normal” process.

Round Rock, Tx

Improved customer trust, utilization and experience by reengineering antiquated applications and databases to incorporate new features, expand to global capability, and reduce processing times, response times and lockouts.Empowered business partners to drive application behavior and business rules without the need to initiate IT change management via development of administrative software interfaces.Recommended IT solutions and provided alternatives for business challenges.Helped customers write requirements to ensure software specifications encompassed business objectives and scope.Prioritized work and provided assistance to entry level programmers and analysts.

Round Rock, Tx

Designed and developed a training assignment system, thus eliminating manual processes, increasing training adherence and decreasing cycle time.Lead developer of an outsource partner onboarding tool, which automated account request processes.Created automated ETL sequences, data validation, and alert processes.Mentored colleagues on complex business logic to safeguard reporting accuracy.

Round Rock, Tx

Held 3 positions from June 1997 - February 2001:Telecom Routing Advisor 10/2000 – 02/2001Workforce Management and Scheduling Advisor 11/1997 – 10/2000Technical Support Supervisor III 06/1997 – 11/1997

Albuquerque, Nm

Held 3 positions while at Trase Miller:Supervisor, Call Center Operations 1996 – 1997Supervisor/Coach, Customer Service and Sales 1995 – 1996Customer Service and Sales Representative Lead 1995 – 1995