Provides highly complex analytical support through the analysis and interpretation of data in support of cross-functional business operations.Develops, prepares and analyzes highly complex reports for management review.Defines highly complex business requirements and provides analysis toward operational efficiency and drives change within the organization.Analyzes actual results against plan and forecast and recommends interventions where appropriate.Identifies opportunities for improvement in operational performance and notifies management of issues and problems requiring immediate attention.Works cross-functionally in analyzing, designing and developing business solutions.Provides analytical support for multiple, highly complex, projects simultaneously, establishes work plans and timelines; coordinates with internal and external sources.Make presentations to various levels of management.Works under limited supervision, using established procedures.May instruct, guide and oversee work of lower-level professionals and/or non-exempt staff.

• Manage Workforce Staffing for HRdirect location• Manage my direct report analyst schedules, development, training, and daily task• Build relationships with business operations and workforce management• Analyze Workforce Management for HRdirect Call center• Forecast Volume, Handle Time, Average Speed Answer and more for HRdirect Call Center• Monitor: Real Time (Staffing Volume and Handle times), Technology, Routing, News, Weather and Current Events, and Business continuity Events• Instruct HRdirect and call flow for call center with 200 agents on over 20 skills both on and off-shore• Quality Reporting, Capacity Planning, IEX Administration, BCP Execution, Vendor Skilling/Call Delivery, and Troubleshoot Technology Issues• Analyze call drivers and solutions for HRdirect call center• Project management with adding additional support for new call types• Project management with creating new phone skills, IVR prompts, messaging and testing• Daily use of UltraVNC, Terminal Emulator, Tableau, IEX, CMS, ICM, Avaya, Atlas, VCC, and Cisco AnyConnect

• Analyze Workforce Management for all call centers for UHG• Forecast National Volume, Handle Time, Average Speed Answer and more for all UHG Call Centers • Instruct allocations and call flow to all call center site management • Analyze call drivers and solutions for all UHG call centers • Project management with Migration of all computers for Windows 7• Project management with lifecycle for rotation of older to new laptops• Daily use of IEX, CMS, ICM, Avaya, Atlas, VCC, and Cisco AnyConnect

• Advising over 50,000 UnitedHealth Group employees with Human Resource questions and procedures.• Top 5 advisor of the month within my department 10 out of the last 12 months out of 30-50 advisors• Lead projects regarding quality and procedures• Assisting with other forms of communication with employees including chat and add a case• Applied advanced skills in Microsoft office with project leads and daily task including reporting statistics• Proficient in PeopleSoft, GSS, CRM, HR Helpdesk, and VCCD