Patrick Mcmahon Email & Phone Number

Seven years ago I started out as an entry-level analyst performing simple scheduling tasks. I quickly worked my way up to team lead, working with capacity planning and forecasting.I work with call volume, budget, agent call times, employee shrinkage, and occupancy. I create reports that show how agents are performing on both a weekly and monthly basis. My reports demonstrate agent efficiency of how many calls are taken, call times, etc. I create daily skill reports that show which departments are struggling with answer rates. My data is used for post-mortem reports for each department.I have extensive experience using EXCEL and AVAYA CMS. I create custom AVAYA reports for directors and supervisors in order to meet their needs.Most recently I have moved towards using financial data to evaluate my company's standing. This data helps the directors to create company-wide goals. It also allows the upper management understand current financial status and the company's successes and needs for improvement. Additionally, I have trained my team to understand these reports so that they also can answer any questions management may have.My goal is to become a workforce manager who would be able to delegate tasks to employees. Ideally, I would have the ability to analyze my team's successes and failures in order to identify and meet their needs. I believe that teams need to use the growth mindset in order to continually advance and grow within a company.

Listed skills include Capacity Planning, Computer Literacy, Data Analysis, Forecasting, and 4 others.

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  West Chester University Of Pennsylvania

  Communication, General