Michael Reo Email & Phone Number

Aubrey, TX, US

West Hollywood, California, US

As part of a cross functional team, I am tasked with creating, maintaining and continuously improving business processes. "We are in the business of improving our business"My Current Areas of Focus1. Coordination and Expansion of Global Teams - Standardized documentation in Confluence across functional teams - Work with HR / TA to ensure we are identifying.

New York, NY, US

Short Term (3-6 weeks) and Long Term (12-18 Months) Forecasting and Capacity Planning for our Personal Insurance contact centers (Sales, Coverage Specialists). This includes forecasting Arrival patterns, calls offered, handle time and service levels.Developed and implemented a comprehensive yearly capacity budget model and re-forecast plan, ensuring.

Bellevue, WA, US

Intra-day workforce planning and forecasting, utilizing Aspect eWFM. Monitoring schedule compliance / adherence and making staffing recommendations based on the data. **Currently achieving > 95% accuracy on intra-day forecasts, by interval**Reporting via PowerBIAutomation (via Visual Basic) of excel spreadsheets to perform calculations based on subsets of.

Basking Ridge, NJ, US

• Forecasting / ProjectionsAs a Senior Business Analyst, I am tasked with creating departmental metrics, which includes analyzing existing metrics, and forecasting for overtime, headcount requirements, and general.
• Workforce Management (Back Office)I am tasked with all facets of workforce management, including departmental shift bid creation based on data analysis, staffing projections, overtime projections, and budget.
• Tableau Dashboard ArchitectI create / maintain Tableau dashboards and presentations for Executive Leadership. These dashboards are both informative and interactive in nature.
• SQL ExperienceI utilize SQL to query datasets and also to customize views for Tableau dashboard creation.Utilizing SQL allows me to get only relevant database fields, which is a best practice in order to speed up views.
• Departmental ExcellenceI am tasked with identifying trends in the business and creating a plan to combat the changes. I develop a hypothesis and validate it / disprove it with statistical data. After confirming the.

Basking Ridge, NJ, US

• Ad-Hoc reportingI fulfill ad-hoc reporting requests from executive leadership. In addition, I supply the Network team with report requests for any number of KPI's / Staffing.
• Tableau Dashboard ArchitectI create / maintain Tableau dashboards for Executive Leadership. These dashboards are both informative and interactive in nature. In addition to dashboards and reporting, I am also tasked.
• AlteryxI utilize Alteryx to analyze and blend big data in an effort to forecast and predict changes in volumes and production. Using the predictive tools, I can manipulate my dataset and prepare it for visualization.
• Departmental ExcellenceI am tasked with identifying trends in the business and creating a plan to combat the changes. I develop a hypothesis and validate it / disprove it with statistical data. After confirming the.
• Lean Six SigmaCurrently working on Green Belt projects to measure and increase employee productivity for Verizon Lean Six Sigma

Basking Ridge, NJ, US

• As a Supervisor in the Network Repair Bureau, I am responsible for both employee development and departmental operations.Employee Development
• Associate Technician Career Progression - Tickets pass or fail based on effective troubleshooting and use of network tools, identifying and resolving the customer’s complaint, and necessary customer contact.
• Monthly one-on-one meetings - Review individual objectives and effective ways to improve areas of opportunity.
• Monthly Team meetings - This meeting is designed to discuss new departmental processes or changes that are being made in the NRB. Departmental OperationsScheduling
• Force to load strategy - Schedules are formulated based on changes in ticket volume and staffing changes.
• KPI performance - In 2015, scheduling was pivotal in helping the NRB achieve all departmental objectives. This includes an 11% increase Year over Year for our prime target objective (80% resolved in 24 hours).

Basking Ridge, NJ, US

Work directly with other departments, customers, and vendors in troubleshooting data and voice network issues.· Trained in CDMA, SS7, and LTE networks· Run data traces on the FA and HA for troubleshooting customer issues with connectivity.· Perform troubleshooting on various problem types including general broadband access, RF signal issues, MMS, Mobile.

Basking Ridge, NJ, US

Responsible for day-to-day maintenance of Remedy, including but not limited to adding/modifying/deleting permissions, system updates and enhancements, and the timely and accurate resolution of trouble tickets assigned to my group. Also attend frequent meeting with the Remedy development team to discuss system performance as well as to prioritize upcoming.

Holmdel, New Jersey, US

100% Phone support of Tier 2 connectivity issues concerning VoIP (Voice overInternet Protocol). Assisted customers through the installation of phone devices into existing home and office networks, as well as troubleshooting any connection issues. I assisted customers in setting up DHCP, NAT, and Static IP addresses. I also assisted customers in is setting.

Bachelor Of Science - Bs, Data Analytics & Management

Associate; A.S., General Studies; General Studies

Certificate, Computer Technical Support