Keith Duncan Email and Phone Number

Leverage deep expertise in Workforce Management, cloud-based contact center capabilities, and SaaS Product Management to deliver enterprise-grade solutions for clients. Lead the design and execution of comprehensive AI-driven workforce management solutions across diverse industries. Provide expert consultation on WFM technology integrations, enabling organizations to optimize their staffing models, reduce operational costs, and enhance service delivery.•Client Relationship Management: Cultivate and maintain strong relationships with clients by thoroughly understanding their business objectives, labor challenges, and performance goals. Deliver customized solutions that align with their workforce strategies and digital transformation initiatives.•Business Analysis: Analyze workforce data, including staffing, scheduling, and real-time performance, to identify areas for improvement. Develop tailored recommendations and process enhancements that streamline operations and maximize resource utilization. Leverage workforce analytics tools to create actionable insights that inform strategic decision-making. Use key data points to improve employee productivity, forecast demand, and support long-term capacity planning efforts.•Technology Integration: Lead cross-functional teams in deploying advanced WFM systems, including AI-driven analytics tools, scheduling software, and omnichannel solutions. Ensure seamless integration with existing platforms, ensuring increased accuracy and automation in workforce planning.•Training & Best Practices: Provide training and guidance to client leadership teams on WFM best practices, KPI tracking, and the implementation of data-driven decision-making processes. Spearhead the development of standard operating procedures to improve overall workforce productivity and service levels.

Reporting to the Chief Product Officer, oversee the product lifecycle from concept to post-launch enhancements for a complex B2B SaaS business and continuous product development environment. Conduct in-depth analysis of the Home Equity TAM/SAM/SOM and leverage insights to drive market share growth, enhance product profitability, and identify new revenue streams. •Create and manage the Product Team’s project schedules using Asana, provide prioritization of work assignments and coordination of cross-functional activities. •Communicate the product roadmap and vision to internal and external stakeholders, ensuring alignment across senior leadership and cross-functional teams.•Improve the Customer Experience (CX) by participating in the User Experience (UI/UIX) sessions and leading the development of customer journey maps to identify strategic insights and opportunities to digitize their experience. •Partner with the CFO to analyze sales and profitability data to identify inconsistencies in Lender Adoption Rates that negatively impact the Annual Recurring Revenue (ARR) and develop strategies to improve results.•Monitor KPIs related to customer satisfaction, feature adoption, and financial performance.•Provide leadership, training, coaching, and guidance to junior staff.

Served as General Contractor in charge of Planning and Budgeting, drafting house and infrastructure plans, and applying for permits. Solicited pre-build estimates from dozens of subcontractors, ordered inspections, and managed the build schedule. Audited invoices against budget and disputed any unexpected charges. Inspected the subcontractors' work for completion and quality.•Successfully completed construction of home having a value 30% greater than original investment in one of the hottest real-estate markets in the country.•Stepped out of my comfort zone and skillset but was able to effectively manage a diverse group of subcontractors and collaborate with a wide range of professionals.

Directed a high-impact team of six cross-functional senior managers responsible for the strategic vision, development, and execution of Conversational AI use case best practices designed to transform operational strategies using large language models (LLM), natural language processing (NLP), and machine learning (ML). Established new strategic relationships by developing a consultative approach to client relationship management by displaying an in-depth understanding of their business model, strategy, key initiatives, business goals, and critical business problems.•Successfully led end-to-end Conversational AI system implementation by collaborating with key stakeholders to identify process improvement opportunities and develop effective solutions to maximize technology benefits.•Trained large-scale language models to enhance conversational AI technology, ensuring optimized performance and accuracy in natural language processing.•Identified and quantified web and mobile friction points and presented information using simple visualizations like Key Decision Trees, Heat Maps, and Scatter Diagrams. •Performed analysis to measure and improve the effectiveness of marketing campaigns, monitored changes to the User Experience (UX), and developed strategies to drive digital engagement.•Collaborated with IT stakeholders to streamline data infrastructure and enhance CRM data accessibility, facilitating faster insights delivery and improving overall data reliability.

Project leader on complex strategic projects requiring collaboration with numerous functional areas. Assessed the long-term viability of initiatives, forecasted ongoing resource requirements, and managed multiple, concurrent projects from inception through project close-out. Produced all required project documentation artifacts including business cases, charters, communication plans, RACIs, business requirements, project schedules, status reports, change requests, risk & issue logs along with meeting agendas and minutes. •Conducted an analysis and wrote a Business Case justifying a $4.4M investment in WFM technology that resulted in a positive $9.2M Net Impact to Operating Income. •Collaborated with Finance to develop the business case NIOI statement and Summary of Costs/Benefits, and Human Resources concerning Job Reduction approvals, Impacted Staff Support Mechanisms, and the current versus proposed organizational structure.•Achieved alignment with all regions and internal partners to standardize operations processes and methodologies by creating an Omni-Channel Center of Excellence (COE) and spearheading the implementation of Global Contact Center Best Practices.•Ideated and led the centralization of 17 site-specific WFM teams into 3 Command Centers with amphitheater-style seating and large LCD monitors used by Operations Analysts to manage service level performance in real-time.•Drove business transformation by conducting an analysis, leveraging key relationships, and personal credibility to justify a $7.5M software investment in Conversational AI that resulted in a positive Net Impact to Operating Income of $21.7M.•Reduced payroll audit and compliance staff by 90% by ideating and leading the development of an integrated payroll API that automated time entry by combining data from disparate systems.

Developed financial models and scenarios to evaluate potential opportunities and risks associated with global human resource management. Worked with internal clients to assess their current strategic position and develop plans for future growth. Led the development of proposals and presentations for new integrations and conducted ad-hoc research and analysis supporting strategic projects.•Directed a change management initiative that created new month-over-month (12-24 rolling months) staff models (Capacity Plans) using Excel to predict headcount requirements based upon specified Service Level requirements and forecasted volume, productive, and non-productive assumptions. Used models to make recommendations regarding the timing and location of hiring given labor market constraints and facilities availability for seventeen locations and more than 20,000 employees. •Partnered with the Compliance team to develop new control systems to ensure compliance with new, standardized process of modeling staff requirements for financial budgeting purposes.•Created a monthly recurring review process to compare actual results versus plan and led meetings with the Finance, Human Resources, and Operations teams to perform a continuous risk analysis on changes. •Supervised two managers responsible for conducting interim-level forecasts for Inbound Customer Service Calls.•Managed seventeen operations analysts responsible for running a 24x7 Contact Center Operation using real-time demand and delivery applications to meet Citibank and Partner Service Level commitments.

Performed data analysis on large datasets, both structured and unstructured, for AT&T’s Financial Services subsidiary and translated data into actionable insights. Leveraged strong problem-solving and decision-making skills to own and drive analytics projects from requirements to execution. Assured consistent data quality by conducting regular audits of data sourced from disparate systems and implementing data governance standards to drive consistency for reporting and performance management purposes. Fostered a collaborative mindset by building and managing relationships with key stakeholders and partners.•Developed and maintained operational plans whose data served as the primary input for budgeting and reporting of operations and technology financial results.•Reported information required to support corporate-level analysis and benchmarking initiatives.•Created a predictive model utilizing advanced Linear Regression techniques, resulting in a nearly 20% improvement in forecast accuracy. This initiative directly contributed to significant expense reduction through decreased overtime expenditures.•Implemented a comprehensive workstation utilization strategy, successfully realigning employee schedules across multiple sites, leading to a notable increase in operational efficiency and resource optimization.

• Managed aircraft maintenance to keep aircraft and equipment in good condition.• Performed technical, managerial, and support duties required by the Naval Aviation Maintenance Program (NAMP).• Maintained directive control and custody records, control forms and reporting requirements.• Maintained the data integrity between operations and maintenance departments.