Nicholas Kopp Email & Phone Number

Dayton, Oh, Us

Seattle, Wa, Us

Milan, Italy, It

- Leader of 2 departments, Business Intelligence (BI) and Workforce Management (WFM), overseeing a team of 3 Managers and 10 Analysts- Establish forecasting and schedules for over 400 internal agents for brands including Oakley, Rayban, Sunglass Hut, Glasses.com, Contacts Direct, and EyeMed - Manage multiple databases and hundreds of reports providing agent performance data, sales reporting, call disposition tracking, site KPI results, as well as ad-hoc analysis providing insights for critical business decisions and direction- New method of automated attendance tracking (80 hr/wk effort savings)- Proposed and implemented HOOPs reduction and analysis of impacts- Overhaul of skilling strategy for all departments resulting in more effective routing of calls and efficiency - Precisely managed thousands of client performance guarantees in excess of $20M - Consistently forecast volume to within +/- 2% of actuals for 5M volume call center- Led Benchmark Portal Center of Excellence certification for 10 consecutive years- Oversight of a North American Call Center annual budget of over $40M

Milan, Italy, It

- Expanded responsibility from a single line of business consisting of 100 agents to more than a dozen independent groups with 400 agents after call center consolidation and centralization- Oversight and partnership with an outsource provider encompassing another 400 agents

Milan, Italy, It

Achieved a $350K annual savings by discovering and implementing the following: - Managed forecasting, staffing, and scheduling for approximately 100 call center associates as well as vendor management for outsource partner staffing an additional 200+ agents- Provided new insight to routing strategy and skilling resulting in a reduction of 25 workgroups (35% reduction) and immediate increase in agent productivity by 13% due to lower idle time. - Devised a new billing platform for outsourced insurance project resulting in over $1M reduced annual outsource costs

Milan, Italy, It

- Built all operational, client, associate, and executive-level reporting from the ground up for newly developed call center data warehouse- Collaborated with all areas of the call center and larger organization to analyze results, identify trends/variances, determine root-cause and quantify potential impacts to the overall plan- Evaluated data and recommended action plans based on all contact center reporting/analysis in order to enhance the customer experience and drive operational efficiencies- Maintained effective communication with internal business partners and external constituents to ensure business needs are met- Worked collaboratively with Leadership Team & Finance in developing and executing the financial/operational planning process- Performed regular cost-benefit/ROI analysis- Awarded the EyeMed Outrageous Service Award for 3rd quarter, 2009 and nominated for the EyeMed SONO Award

New York, Ny, Us

- Successfully led the migration of a web-based expense management tool to a local HUB in Columbus under strict time and resource constraints- Using Microsoft Access and Business Objects, created and documented data integrity controls for expense data provided by supporting systems- Developed trend reporting to monitor the efforts and results of our data providers and technical support

Pittsburgh, Pennsylvania, Us

- Nominated for and completed the Leadership Candidate Program in 2004- Created focused reporting to support a high profile corporate initiative targeting highest risk loans and drive behavior. This reporting represented the realization of a 50% reduction in uninsured government loans and carried an estimated impact of over $6M- Nominated for an Excel Award for contributions to this project- Established a behavior analysis using key indicators to assign a risk value for loans and incorporated fraud detection metrics to enhance precision- Coordinated and led regional conferences to present project initiatives and findings