Martin Lambert, Ba (Hons) Email & Phone Number

Vancouver, British Columbia, Canada

Working under minimal supervision, contributes to Wawanesa’s success by acting as an architect of the program which assesses and provides timely and accurate information and reports to support decision making regarding workforce planning. This role supports Wawanesa’s journey into a performance-based operating culture by applying statistical analysis and a structure methodology, while collaborating with regional/functional executives, managers, and supervisors, to make recommendations on staffing levels that range in scope from administration professionals, Claims, & Underwriting functions spanning across the organization.ResponsibilitiesDesign, plan, execute & maintain the Workforce Management Planning methodology, processes, & procedures to create FTE plans for Claims, UW, & other functional areas.Responsible for the development, ownership, delivery, & maintenance of FTE forecasts & business performance metrics; identify variances & potential opportunities through variance & analysis. This includes phone & non-phone activities & interactions to optimize workload distribution.Communicate & collaborate with internal stakeholders through producing reports, meetings, correspondences, & presentations. Builds and fosters strong relationships with operational management teams, branch & executive office stakeholders.Develop & execute monthly operational KPI reporting in relation to forecast vs actuals, staffing models, while providing recommendations on improving the utilization of resources & other operational excellence improvement initiatives.Produces capacity plans & resource recommendations incorporating headcount, seasonality or market variability & out of ordinary conditions, across all product lines & initiatives. Provides recommendations & insights to ensure service level agreements are optimal.Assist in FTE annual budget planning, as well as ad-hoc FTE analysis for process/organizational changes.

Operations Management, Claims

The scope of this role ranges from forecasting, intraday (real time monitoring) and reporting to root-cause analysis. Management heavily relies on the data and recommendations of workforce management to make the best decisions to drive the business to success.Accomplishments: My portfolio increased to the Western Region and the Atlantic Region. I also supported the Ontario region. During this time I built Ontario’s reports, and dashboards. I also trained their workforce optimization specialist whose role was created after the need was demonstrated. In 2019 we became a National Multi-Line department and built out our team. I helped define much of our workforce management team’s roles, as well as developed our training material. In 2018, I provided direction, training, project management and coaching to our WFM Specialist. In 2019 we added 2 Intraday Analyst to the team which I also provided training, project management and coaching too.Key Accountabilities:• Regional to national reporting and analysis of performance metrics, best practices and operational processes. • Stakeholder Relationship Management• Intraday / Real Time Management• Demand Planning, Forecasting and resource managementExtracurricular Activities:• 2018-2020, Joint Health and Safety Committee - Co-chair• 2019-2020, OFA 2, leading a team of 8 OFAs• 2018-2020, Chief Floor Warden leading a team of 8 Floor Wardens

Business Processes, Claims

Key Accountabilities:Real-Time Support & Relationship Management. Collaborate with the team leaders and managers in daily management of all service channels Communicate internal performance results Take the lead in coordinating and decoding on real-time action plans, with team leaders and managers Provide guidance and recommendations for floor management, and implementing next steps to meet KPIs and achieving service level objectives Provide input and root cause analysis on actual performance against planned forecasts and offer clear rationales when service level objectives aren’t met Share knowledge on workforce management concepts and contact center best practices with the leadership teamAccomplishments;In 2018 Exceeded expectations on performance review and promoted to Workforce Optimization Specialist.In 2017 Responsibilities for workforce management expanded to the Western Region. In 2016 workforce management responsibilities were only for Vancouver. Recipient of 2 Robson Awards.In 2016 through the development of workforce management best practices, tools and education we were able to manage 131% of the intake volume of the previous years'​ level, while having significantly reduced staffing levels. Additionally, we increased our service level and customer satisfaction scores. This also led to quicker response times, and less outsourced work.Within two months through the development and application of WFM tools and best practices provided leadership that helped in the reduction of shrinkage in the form of 22 minutes less use of release codes on average per CSR per dayCreated a forecasting tool that average 93% accuracy on short term call volume, 94% for short term intake volume and 95% for longer term accuracy, despite having less than a year of historical data to work from. The tool I developed also was able to predict Service Levels with a 98% accuracy.

Workforce Management

Through national teamwork we actively monitor and manage each center’s resources to ensure our customers receive the best possible service in a timely fashion. Routinely filled the role of the National Lead. The national lead provided direction and were accountable the WFM teams and operations teams of 7 contact centers from 6 PM to 10 PM. The seven contact centers consisted of roughly 2000 staff in total.ACCOUNTABILITIES National & Local Hourly Reporting National Communication Email management Resolve UD Login Challenges Real Time Adherence Monitoring  Re-skilling agents Queue Monitoring: Plan and execute changes to the day-to-day staffing in response to call volume Input schedule changes from the day to ensure accurate information is in the database. Process off-telephone requests in the database to ensure proper accountability when an employee is not on the phone • Real Time Adherence • Software used IEX, Excel, Exony, Outlook, OraclePROJECTLed and developed our National Think Tank Team: A team of seven fellow RTC that met weekly to develop our reporting tools,procedures, and troubleshooting techniques.Accomplishments;In 2015 while working at Shaw we had “The Great Storm of 2015”. Over 500,000 people were affected by a power outage. The night of the storm I was the National Lead. It was my role to provide direction, leadership and management for 7 contact centers. The resulting call storm resulted in more than double the forecasted call volume. However, we maintained a service level of 85/120 and 85/300.

Billing And Sales Department

In my most recent annual performance review I met all expectations and exceeded expectations in Team Work, Technical Knowledge and Customer Focus. Shortly after this performance review I was promoted to the role of Workforce Management Real Time Coordinator.• Routinely exceeded expectation for technical skills, can do attitude, team work, and personal awareness and development. • Met and exceeded call quality and performance goals to ensure a high level of customer service.

Shaw Communications, Digital Network Upgrade Department

My experience and achievements in this role certainly led to me securing work with Shaw Communications as a permanent employee.• Provided hands on mentorship and support to our front line agents • Demonstrated exceptional handling and resolution of customer concerns in real time • Connected with customer service representatives through walking the call centre floor

Treatment And Authorization Center

The fundamental purpose of this position was to interpret and apply policy while adjudicating claims. Qualitative research was frequently needed to appraise the validity of claims for medical procedures or equipment.I began working as a student through the Federal Student Work Experience Program in the summer of 2009 and was asked to return for the summer of 2010 April to August.

Bachelor Of Arts (B.A.) With High Honours, Double Major In Political Science And Sociology With A Concentration In International Relations

Activities and Societies: The Carleton International Relations Society (Cofounder/Vice President & President), Carleton Academic Student.

Public Safety Lifeline Leader (Course), General Studies, Pass

Campaign Management

Attended Campaign Management Workshop. Subjects at workshop consisted of: Voter ID and GOTV Building a Volunteer Organization Developing.