Kevin Mallow Email & Phone Number

Greater Omaha Area

08/2021 - CurrentSenior Workforce Management Analyst01/2019 - 07/2021Workforce Management Analyst* Produce and maintain short and long term forecasts for inbound customer & provider contacts, internal calls, and ticket queues for multiple lines of business within the supported contact centers.* Generate staffing requirements across multiple supported contact centers to create short and long term staffing strategies.* Analyze data and create ad hoc reporting providing enhancements and insight to the business.* Conduct weekly staffing meetings.* Work with business leaders to provide analytics and recommendations for performance and process enhancements.08/2018 - 12/2018Customer Care Analyst I* Assisted customers with life insurance products via inbound customer phone calls and other received correspondence.* Explanation of benefits regarding life insurance products.* Assisted with account changes and sending of necessary documents to customers.* Process payments.

Greater Omaha Area

Everett, Wa

2011 – July 2017Specialist Call Center Operations• Tier II Avaya System Support, Training and Administration including 24x7 on-call support of the following products: Avaya Communication Manager, Avaya Site Administrator (ASA), Avaya Call Management System (CMS), Avaya Contact Analyzer, Avaya (Verint) WFO, Avaya Aura Messaging (AAM), Avaya Call Center Control Manager (ACCCM), Avaya OneX Agent - Soft Phone, ATT Route-It.• Help Desk for Windows based products supporting call center agents and system users throughout company. Primary support contact for over 900 users inclusive of multiple applications.• Technical Writing producing user guides and processes & procedure documentation.• Conduct local and remote webinar based training of clients, leaders, support staff and engineers.• Real-time and historical reporting, analyze data, system usage and call trace investigations including collaborations with Workforce Management and Senior Leadership teams.• Telephony Application and IVR requirements, development (Avaya Site Administrator), implementation and testing. Familiar with design consideration as it relates to both internal-users for reporting & call delivery to external-user customer experience.• Supported company growth through three large territory acquisitions.• Proficient with Microsoft Office suite including Word, Excel, Outlook and PowerPoint.• Experience and working knowledge in Visio, SQL and Access2009 – 2011Analyst Call Center Operations• Performed national Workforce Management functions including generation of reporting and working directly with vendor partners on resource allocation.• Monitor telephony network traffic company wide and directed resources to optimize call allocation.• Manage call center resources to meet service levels designated by regulatory requirements and local franchise agreements.

Everett, Wa

• Inbound technical support for Verizon FiOS products including Internet, Television and home phone service.• Local Workforce Management generating daily schedules and monitoring employee schedule adherence.

Seattle, Wa

• Provide mobile on-site inspection and maintenance of customer appliances.• Managed mobile spare parts inventory.

Marysville, Wa

• Conducted diverse on-site repairs including plumbing, computer hardware and fuel pump components.• Calibration of equipment to meet state requirements.• Performed required general site preventative maintenance.

Everett, Wa

• Assisted customers in troubleshooting Comcast products including internet, television and home phone service.• Entered customer orders for available products when requested and as an up-sell during technical support contacts.• Assisted customers with billing inquiries.

General Education

General Education