- Analyze forecasting data to assist in developing action plans to remedy service level gap- Proactively escalate any internal and/or external changes that could impact volumes- Develop staffing plans with appropriate lead times to ensure staffing levels are achieved on a weekly, monthly, and annual basis- Conduct multi-dimensional short term and long-term forecasting analysis to identify business issues related to workload planning- Extract data from various workforce management tools, self-service systems, and dashboards.- Utilize data analysis and root cause process assessments to identify waste, inefficiencies, and areas of improvement- Forecast the hourly/daily/weekly/monthly call volume to meet established division goals (e.g. service level, average speed of answer, average handle time)- Compare actual results to forecast, providing recommendations and identifying opportunities for improvement- Create “source of truth” reports in all systems pertaining to contact center metrics

- Forecast daily/weekly/monthly call arrival and average handle time.- Build staffing and scheduling plans to meet business goals and objectives.- Work with call center management and team leaders to schedule training, reschedule staff, or reroute calls to match customer call volumes.- Create reports to demonstrate forecast versus actual results and advise on improvement strategies.- Assist in real-time rescheduling and re-skilling as needed per current call volume and service level.- Alert management to problems handling customer volumes and present possible solutions.- Analyze daily shrinkage (planned and unplanned) and present solutions if needed.- Manage and maintain all spreadsheets containing data on forecasting, phone agent information, baseline schedules, and training.

- Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.- Coordinate appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.- Administer mitigation action plans as deemed necessary and appropriate.- Run and analyze reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.- Facilitate real-time discussions with necessary stakeholders.- Complete root-cause analysis reports to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.- Key daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.- Ensure that all reports originating from the department are accurate and reliable.- Assist in new hire onboarding & training of workforce management systems

- Support the Member Service Department’s Call Center by retrieving complex data from various sources & combining them to produce easy-to-read monthly reports on the Member Service agents.- Track, analyze, and interpret trends in the Member Service Call Center data in order to provide relevant conclusions and recommendations to management for call center improvement.- Improve existing methodologies through automation via Access or Excel.- Supported the Claims department in retrieving and reporting daily Claim inventory data, & claim processing completion, to determine the department’s success in meeting audit requirements.- Created, & reported on, the Claim Adjudicator daily activities.- Coordinate the Business Change Process meetings for all upper level management on a weekly basis.- Act as a liaison between the Member Service Department & payroll to ensure payroll has all needed information on the MS Employees’ attendance & track the attendance data for management’s monthly employee reviews.- Shadow various employees in the Claims department on their daily processes in order to create Process & Procedure documents for yearly audits.- Collaborate with other team members to support efforts to improve the quality of the Call Center’s stats & customer service.- Write up detailed Process & Procedure documents on all tasks in order to train & cross train with new analysts hired into the Member Services or Claims department.

On Assignment at Toyota and Lexus HQ: Conducting Back office support for the Connected Vehicle Technology Department.-Train a new team of 5 onshore and offshore analysts on more than 30 complex processes in preparation for the Toyota's Back Office team transition to Texas.-Interview and hire all new Back Office Team Members.-Create and maintain policies and procedures for all Back Office processes-Develop any new validation systems necessary to ensure no negative customer impact is received.-Analyze multiple data sets from various systems and report any discrepancies.-Ensure all data discrepancies are resolved in a timely manner.-Attend weekly, bi-weekly, and monthly meetings with internal and external teams and Toyota vendors.-Program into Toyota's national database all Toyota and Lexus head unit specs for every model.

On Assignment at Toyota and Lexus HQ: Conducting Back office support for the Connected Vehicle Technology Department.- Provide analytical support by identifying data trends & provide strategic counsel to assist management team in decision making.- Spearhead team training and manage personnel workflow within division.- Evaluate data to ensure validity and accuracy.- Process miscellaneous report requests from both client and vendor personnel.- Collect and analyze data for standard reporting.- Provide guidance & answers to our team and other Telematics Division members regarding any Back Office processes.

On Assignment at Toyota and Lexus HQ: Conducting Back office support for the Connected Vehicle Technology Department.- Identify vehicles leased or sold and contact customers to ensure enrollment- Process daily data records of new and used vehicles’ subscription statuses- Analyze financial data in regards to each vehicles free two-year trial enrollment- Transmit information to partner companies to determine start of enrollment trials- Verify subscription data between databases & the raw data files provided by Toyota & partner Companies- Download Record Backup Files to upload to access databases for various analysis tasks- Build excel spreadsheets and files for daily data analysis of new record sales- Update Process & Procedure documents to Sharepoint with new information and exceptions to daily, weekly, & monthly tasks- Utilize Access Databases to compare data from multiple data files- Validate colleagues’ completed work to check for errors in processing before submitted completed files to our partner company

- Controlled all blanket orders as well as all literature orders- Assisted company Sales Representatives with processing orders and helping their clients - Acted as a liaison between our overseas office and our office - Coordinated incoming shipments of products from overseas- Organized department files (electronically & physically)- Communicated daily with customers on the phone and through emails - Assembled monthly reports for sales representatives

- Performed internal financial analysis to produce detailed weekly, monthly, and yearly profit reports- Processed purchase orders and prepared financial data for processing by the accounting department- Created and managed the budget for purchasing seafood products from distributors located across the United States- Exercised inventory control via data management and analysis- Forecasted seafood inventory and purchasing needs and managed the supply chain accordingly- Worked directly with clients to create strategic marketing plans for their seafood products- Prioritized company agendas, established standards and procedures, and created daily schedules

- Organized, managed, and analyzed financial data to accurately assess the company’s financial health - Confirmed receipt of invoices by patients and oversaw the billing process by procuring on-time payment of invoices- Customized payment plans for patients with extenuating circumstances- Secured files and records to ensure effective transfer and disposition of such files and records according to policies- Maintained and secured up-to-date patient and personnel files