Rob Sekula Email & Phone Number

Minneapolis, Mn, Us

Minneapolis, Minnesota

Minnetonka, Mn

• Act as the Subject Matter Expert (SME) for the Workforce Management system (WFM), Centre VU and Call Center technologies to provide daily support and training to Call Center agents, supervisors and managers, including optimized schedules and forecasts.• Create and distribute reporting packages, including subsequent analysis, used to aid in effective and cost efficient management of company resources.• Provide analytical support and consultative recommendations to internal departments and assist management/senior management with business and financial decisions that impact cost, quality, delivery and customer satisfaction.• Develop, maintain and provide training on WFM functions, reports and key inputs to all supervisors and managers, ensuring absorption of critical information.• Develop annual, monthly, weekly, daily and intra-day forecasting projections of contact volume, average handle time and staffing requirements.• Recommend process improvements to management, based on analysis.• Run scenarios for pilots and future products/services to determine impact on the customer and the customer service department.• Apply Continuous Improvement and Operational Metrics best practices, including regression analysis and survey analysis.

Minnetonka, Mn

• Manage the Commercial Member Services Call Center including Employer and Broker Service Center, My Plan, Strategic Accounts and any other new innovation service for Commercial business we developed.• Plan and execute strategic call center business plans; develop and manage relationships with internal and external customers, including interfacing with the Commercial Market Business Segment to ensure that needs are being identified and addressed and that call trends are reported to the organization.• Develop and orchestrate department business and strategic planning to support market business segment needs related to customer service operations.• Provide input into and assistance in managing department budget.

Minnetonka, Mn

• Act as the EWFM and CMS SME; provide technical and business leadership, enable the delivery of key business solutions.• Provide timely and impactful ad-hoc reporting to constituents; non-phone staff utilization, LWOP analysis, and scheduling analysis.• Perform interval analysis for Commercial Call Center Teams, to identify capacities to handle spikes in call volume.• Collaborate with IT to create skilling blocks to manage spikes in call volumes.• Responsible for Commercial and IB dashboards submitted to senior leadership.• Perform call center forecasting to ensure proper FTE coverage, achieving 1.59% accuracy.• Achievements:o Created a new process within Excel to trail daily call trends and flows.o Developed a communication agenda to assist in managing daily huddles.o Consistently receive within constituent surveys, 5 out of 5 scores for overall satisfaction.

Minnetonka, Mn

• Responsible for ensuring MCHA teams meet established goals around quality, availability, adherence and TAT• Conduct one on ones that result in team member growth and development.• Utilize tools such as EWFM, RTA and ESP to manage, adjust and deploy resources for handling calls and making scheduling adjustments as needed.• Actively participate in CQI initiatives, which result in measurable increases in efficiencies.• Project Management Support, including creating Project Charters with Aim Statements, Definitions of Scope, Expected Output, Restraints and team resource allocation which can be documented and approved by the Call Center Leadership.• Supervise the publication of the internal MCHA newsletter.• Develop and maintain the Call Center technology manual, including training the Call Center supervisors• Achievements:o Piloted a new “Evaluation Follow-up Audits” model, in order to identify individual trends on the MCHA team. Coached accordingly.o Received a Key Contributory Award for improving MCHA customer satisfaction survey results by trending each question and coaching accordingly.o Completed gap analysis of the MCHA support and service model and developed a corrective action work plan to resolve the gaps.o Developed strong working relationships with MCHA Billing, Enrollment, Sales, and MCHA Administration.o Attended numerous trainings including MFE, Customer for Life, and Handling Employee Transitions.o Represented Medica at numerous events, including the 2008 Career Open House and MCHA Public Forums.

Hopkins, Mn

• Manage six Supervisory Staff members and maintain overall accountability for 200 employees reporting to those Supervisors, including tracking and managing overtime requirements for all 200 employees.• Create performance reviews for all Supervisory Staff.• Daily forecasting of staff requirements redirecting staff to areas of high demand to meet customer needs.• Daily business analysis of multiple data files indicating internal and external customer needs.• Serve as the 2nd shift contact for external customers for escalated issues and concerns.• Review weekly business objectives and goals with Senior Management.• Facilitate weekly Supervisor meetings.• Conduct weekly crew meetings for a staff of 50 to communicate new policies and procedures and discuss employee concerns and issues.

Hopkins, Mn

• Manage staff of 100 Order Selectors and Support Staff who were responsible for filling daily orders to retailers.• Responsible for setting up work crews, assigning staff to their daily job functions.• Perform weekly safety audit inspections.• Perform weekly staff performance observations providing feedback to improve staff productivity. • Respond to escalated issues which impacted customers resolving issues in a timely manner.• Serve as the Lead Supervisor for a group of six Supervisors, while acting as a mentor and a liaison to Senior Management.