Nathan Boyar Email & Phone Number

Mesa, Arizona, United States

Manager of the Capacity Planning team at Santander Consumer USA. I specialize in designing and implementing robust capacity planning strategies that align with business goals. By analyzing historical trends, market demands, and growth projections, I've successfully forecasted resource requirements and devised agile solutions to meet changing demands. My ability to balance cost-effectiveness with service excellence ensures that organizations are well-prepared for fluctuations in demand, reducing… Show more Manager of the Capacity Planning team at Santander Consumer USA. I specialize in designing and implementing robust capacity planning strategies that align with business goals. By analyzing historical trends, market demands, and growth projections, I've successfully forecasted resource requirements and devised agile solutions to meet changing demands. My ability to balance cost-effectiveness with service excellence ensures that organizations are well-prepared for fluctuations in demand, reducing downtime and maximizing resource utilization. Show less

Mess, Arizona

My experience includes short-term forecasting and optimizing staff allocation to minimize labor costs and increase efficiency, while maintaining optimal service levels. I've fostered collaborative environments that empower teams to achieve their potential and contribute to overall organizational success

Tempe, Arizona

Tempe, Arizona

Tempe, Az

• Provide real time monitoring and response to service-level agreements (SLA’s) for Customer Care Center operations, actively addressing areas of concern as they occur with appropriate management.• Ability to conduct an optimal schedule analysis and make business recommendations to ensure schedules are correctly aligned with current volume, trending, and seasonality.• Subject matter expert in all specialist related functions, acting as a leader for the specialist team in major projects… Show more • Provide real time monitoring and response to service-level agreements (SLA’s) for Customer Care Center operations, actively addressing areas of concern as they occur with appropriate management.• Ability to conduct an optimal schedule analysis and make business recommendations to ensure schedules are correctly aligned with current volume, trending, and seasonality.• Subject matter expert in all specialist related functions, acting as a leader for the specialist team in major projects or initiatives. • Ability to communicate professionally at the leadership level, acting as a direct point of conduct for one or multiple moderately sized lines of business providing in-depth staffing support. • Act as a point of contact for situations that need to be immediately addressed by our operational teams, providing in-depth reporting on overall conditions/results to the senior leadership team.• Proven ability to be a project lead on complex cross-functional project’s with minimal direction. • In depth knowledge of business related systems: IEX/Webstation, SharePoint, CUIC, Orchid, Ultipro and NICE. Show less

• Responsible for ensuring business achieves daily service goals by managing risk, application of workforce management skills, adherence tracking, and initiating real-time environmental changes• Actively address areas of concern as they occur with appropriate levels of management• Work to improve team performance and drive long term efficiencies by ensuring adherence to best practices and appropriate handling of customer’s issues• Identify, report, and assist in mitigating real-time… Show more • Responsible for ensuring business achieves daily service goals by managing risk, application of workforce management skills, adherence tracking, and initiating real-time environmental changes• Actively address areas of concern as they occur with appropriate levels of management• Work to improve team performance and drive long term efficiencies by ensuring adherence to best practices and appropriate handling of customer’s issues• Identify, report, and assist in mitigating real-time trending issues• Project leader on various agent satisfaction driven initiatives such as VTO (Voluntary Time Off) and Optional Lunch Lengths.• In depth knowledge of business related systems: IEX/Webstation, CUIC, Orchid, Verint, Ultipro and NICE Show less

Phoenix, Arizona Area

• Provide operational support for Consumer Credit Card, Deposit Accounts, Fraud, Claims, and Home Loans inbound/outbound call centers through contact monitoring and cross site communication• Provide production support for handling and resolving real-time production related application or hardware issues• Responsible for ensuring business achieves daily goals through managing risk, application of workforce management skills, and initiating real-time environmental changes• Involved… Show more • Provide operational support for Consumer Credit Card, Deposit Accounts, Fraud, Claims, and Home Loans inbound/outbound call centers through contact monitoring and cross site communication• Provide production support for handling and resolving real-time production related application or hardware issues• Responsible for ensuring business achieves daily goals through managing risk, application of workforce management skills, and initiating real-time environmental changes• Involved with real-time incident management and support, working with partner departments and teammates to resolve issues• Knowledge of multiple business related systems (Microsoft Office applications, Avaya CMS, TotalView IEX, CCPulse+, Genesys Advisor/Administrator) Show less

Phoenix, Az

• Responsible for daily analysis, research and resolution of complex problems/situations• Provide support through CMS monitoring, IEX and other schedule database tracking and processing as well as elements of call and work volume forecasting to improve efficiency• Managed schedule optimization procedures and mitigated service level risk, including new hire on-boarding, training, and schedule adjustments according to business needs for multiple departments.• Knowledge of multiple… Show more • Responsible for daily analysis, research and resolution of complex problems/situations• Provide support through CMS monitoring, IEX and other schedule database tracking and processing as well as elements of call and work volume forecasting to improve efficiency• Managed schedule optimization procedures and mitigated service level risk, including new hire on-boarding, training, and schedule adjustments according to business needs for multiple departments.• Knowledge of multiple business related systems (Avaya CMS, TotalView IEX, CCPulse+, Microsoft Office applications) Show less

Phoenix, Arizona Area

• Worked in a call center environment • Assisted customers with various situations relating to fraud on personal credit accounts• Analyzed accounts for fraud activity and created fraud claims when deemed necessary

Scottsdale, Az

Master Of Business Administration - Mba

Bachelor'S Degree In Economics, Graduated

Economics