Kyle Dunn Email & Phone Number

Brighton, Co, Us

Denver, Colorado, United States

Achievements• Developing, maintaining and sharing capacity plan models on a monthly cadence with cross-functional partners (finance, operations, WFM) improving strategic hiring across all pillars• Creating and maintaining long term forecast model for FY25 used both for operational understanding of seasonality and in capacity planning• Creating and maintaining short-term volume forecast methodology, updating week over week and presenting key callouts and trends to leadership on a… Show more Achievements• Developing, maintaining and sharing capacity plan models on a monthly cadence with cross-functional partners (finance, operations, WFM) improving strategic hiring across all pillars• Creating and maintaining long term forecast model for FY25 used both for operational understanding of seasonality and in capacity planning• Creating and maintaining short-term volume forecast methodology, updating week over week and presenting key callouts and trends to leadership on a weekly cadence• Interfacing directly with the data and cross-functional teams to identify gaps in key workforce data points (email AHT, email volume, occupancy, and ASA) to hone key inputs to capacity plan• Created and provide weekly report to leadership teams on upcoming changes (2 weeks out) impacting work-force along with mitigating actions and recommendations Responsibilities• Establish positive cross-functional relationships and meet on a regular cadence to discuss changes to existing landscape• Compile data using a combination of Tableau, Nice IEX, CXOne, and Redash queries for analysis as inputs into planning processes• Create and maintain previously non-existent reports from raw data exports (salesforce, CXOne, IEX), such as daily/monthly shrinkage reports and daily/weekly call abandon reports by pillar• Run ad-hoc report and analysis requests as needed, including average handle time analysis and historical volume change analysis• Host internal WFM meetings with scheduling and real time teams to identify trends and areas of concern to create mitigation plans ultimately which are communicated with operational leaders Show less

Englewood, Colorado, United States

Achievements• Designed and implemented previously non-existent workforce management solutions• Defined key workforce productivity metrics and implemented tracking methods• Through these new initiatives, iLending saw a 68% growth in productivity, as measured through dialer time hours per agent• Created a reporting suite for upper management, providing visibility on daily/weekly productivity performanceResponsibilities• Created and maintained suite of forecasting tools in… Show more Achievements• Designed and implemented previously non-existent workforce management solutions• Defined key workforce productivity metrics and implemented tracking methods• Through these new initiatives, iLending saw a 68% growth in productivity, as measured through dialer time hours per agent• Created a reporting suite for upper management, providing visibility on daily/weekly productivity performanceResponsibilities• Created and maintained suite of forecasting tools in Excel, projecting new lead arrival patternsand expected daily/weekly productivity• Operated cross-functionally with multiple groups and stakeholders, including executive level team members, providing regular counsel on strategic direction• Re-forecasted and adjusted daily performance plan, steering decision-making on performanceoptimization Show less

Greater Denver Area

Achievements• Created/implemented a Break Optimization Improvement Process• Automated previously manual reports, to include hourly, service level and end-of-day reports• Implemented automated training plan for CSRs using Intradiem delivery system• Recruited to work with Telephony, IT, and AUX teams on projects such as Aspect Optimization,Aspect UAT upgrade testing, and Provider CutoverResponsibilities• Trained new hires on responsibilities and duties; wrote SOPs for… Show more Achievements• Created/implemented a Break Optimization Improvement Process• Automated previously manual reports, to include hourly, service level and end-of-day reports• Implemented automated training plan for CSRs using Intradiem delivery system• Recruited to work with Telephony, IT, and AUX teams on projects such as Aspect Optimization,Aspect UAT upgrade testing, and Provider CutoverResponsibilities• Trained new hires on responsibilities and duties; wrote SOPs for team processes• Responsible for analyzing and reporting on staffing projections, highlighting gaps andpresenting solutions• Wrote and implemented full-scale scheduling solutions, including but not limited to: shift bids,trainings, one-on-ones and offline scheduling Show less

Greater Denver Area

• Designated Manager of 24 Real-Time Analysts supporting 2,000+ agent FEMA relief operation• Aided in quick, successful training and deployment of Aspect WFM software• Developed Excel reporting tools to accurately capture and report statistical call center data from multiple systems, resulting in improved workforce efficiency and more accurate reporting data• Engaged in Operational Readiness Testing for all new call center agents

Louisville, Colorado

• Aided in the relocation of the office from Louisville, CO to Denver, CO• Managed asset library; prepared all assets for employee assignment• Access Management: provided/removed system access for new hires/terms• Responsible for IT Helpdesk and seeing that all submitted requests were addressed• Worked closely with all departments to prioritize and resolve issues in a timely fashion

Greater Denver Area

• Identified and improved client-facing telephony issues, positively impacting customer morale and NPS scores• Collaborated with finance to identify and rectify escalated billing errors• Interviewed, hired and trained new support/billing staff as needed• Improved NPS scores of support department by over 70 points in 12-month timeframe• Advanced bug identifying, testing, reporting and passing/rejecting fixes

Englewood, Colorado, United States

• Tracked, approved and processed refunds to be issued WoW and MoM; prepared regular reports to be sent to management• Performed bug testing and validation; reported outstanding issues to engineering team• Updated support teams during weekly meetings on common issues and responded to questions

Greater Denver Area

• Developed and implemented AHT reports to be provided to senior management weekly• Managed workflow and analyzed workforce efficiency for 350 employees across 5 locations• Used workforce tracking tools to maintain information on employee activity and status, including scheduled assignments and absences, meetings and other schedule exceptions• Provided information needed to evaluate requests for schedule alterations or exceptions, as well as to analyze accuracy of forecast… Show more • Developed and implemented AHT reports to be provided to senior management weekly• Managed workflow and analyzed workforce efficiency for 350 employees across 5 locations• Used workforce tracking tools to maintain information on employee activity and status, including scheduled assignments and absences, meetings and other schedule exceptions• Provided information needed to evaluate requests for schedule alterations or exceptions, as well as to analyze accuracy of forecast workloads, staffing requirements and staff scheduled Show less

Englewood, Colorado, United States

• Handled inbound calls regarding technical and billing issues• SME - specifically took supervisor calls and provided support and direction for other reps