Scott Kumor Email & Phone Number

New York, New York, United States

New York, New York

• Served as a liaison among stakeholders to understand and develop department and company structure, policies, and operations, recommending solutions to achieve goals for the Customer Experience and Product Development..
• Power BI Developer and Business Administrator involved with assessment of the app before companywide introduction, setup data point connections, workspaces and new reporting models
• Identified gaps in reporting and technology needs for business and operations requirements to achieve department and financial goals through partnership with stakeholders and senior leadership
• Determined the effectiveness of proposed solution facilitates writing user stories and developed Business Requirements documents and models
• Extensive experience in SQL and writing complex queries to extract and manipulate data ensuring database integrity
• Provided financial and risk assessments of potential external vendors and developed population models that identified members best suited for potential vendor health programs to increase member participation

New York, New York

• Improved the long- and short-term call forecasting models, implemented new strategies and process improvements to current workflows, introduced new methods to track associates phone activity, and ensured better.
• Implemented a process for data validation to ensure consistent reporting of define business metrics while reducing redundant reports
• Updated Nice IEX WFM and trained department in use to ensure accurate forecasting, staffing, and reporting
• Improved scheduling patterns and implemented scheduling lunch in 15-minute intervals for flexibility according to business and call center needs
• Tracked demand volatility and effectively put new processes in place to smooth out volatility

Moosic PA

• Assisted in establishing the Workforce Management department for high volume health insurance call center. Contributed to key financial projects, redesign scheduling requirements, forecasting, and data analysis..
• Revised and optimized scheduling patterns. Implemented new scheduling process to level out under and over staffing in the call center.
• Assisted in opening new call centers in Florida, North Carolina, and the Philippines.
• Led several Six Sigma projects to increase revenue, morale, productivity and decrease waste.
• Streamlined and coded reports to allow accurate sharing and copying.