Cory Hartman Email & Phone Number

Nashville, Tennessee, US

Nashville, Tennessee, US

• Lead discussions with operations management on staffing levels to balance service and cost while ensuring performance metrics and contractual obligations are achieved.
• Design, develop, and maintain workforce management reporting tools and processes to ensure enduring success.
• Primary business point of contact for workforce management system/technology changes, enhancements, and issues including resolution of those affecting call center and support operations.
• Support operations management in providing policy and procedure guidance to managers and employees.
• Provide training and mentorship to early-in-career workforce analysts.

New York, NY, US

• Analyze data and provide stakeholders with clear, actionable insights to drive decision-making.
• Create reports, visualizations, and dashboards to support Wellthy monitoring and identifying areas for improvement.
• Collaborate with product managers to design outcome-based metrics that support company objectives and improve the user experience.
• Collaborate with data engineers and business stakeholders to design data transformations to better support reporting and analysis and optimize performance.
• Document and communicate data issues and processes to internal stakeholders.

Los Angeles, California, US

• As the Workforce Manager for User Support, I was responsible for managing the distribution of overall incoming support case volume across all US Support workflows, overseeing frontline associate forecasting and.
• Building and operationalizing comprehensive and flexible forecast models to forecast long/short-term support volumes by balancing user and employee experience with cost effectiveness, contributing to consistent.
• Owning and managing key metrics such as volume and capacity forecast accuracy, schedule efficiency, productivity, etc.
• Orchestrate, prepare, and conduct business reviews with internal partners. Participate in workforce planning activities in coordination with Support Team leadership.
• Manage multiple analytics projects and ad-hoc requests with great flexibility and tolerance for ambiguity.
• Drive continuous improvement efforts by reviewing data, standards, policies and the execution of established processes to identify gaps and iterating on best practices.

San Francisco, CA, US

• As an Analyst for the SaaS Ops team, I was responsible for acting as an advisor to the business on software decisions. Through effective management of our software catalogue and contract agreements, I maximized.
• Providing analysis of asset data information for compliance and risk purposes as well as trends, contracts and costs.
• Developing, implementing and refining software asset management policies, processes and procedures.
• Contributing to contract management process improvements and automations.
• Build and maintain beneficial relationships with our vendors and other external partners.
• Support reduction, deprecation and migration of tools, including ongoing project management.

San Francisco, CA, US

• As an Analyst for the Real-Time Analytics team, I was responsible for the real-time monitoring and management of contact center operations. Our key focus is improving cost efficiency by managing excess labor costs and.
• Providing detailed analysis of critical data points and business insights for key stakeholders.
• Building SQL queries to provide data analytics tools & dashboards for users to monitor and manage performance.
• Establishing process & performance standards for both internal and external partners.
• Participation in regular ongoing meetings to review performance, staffing plans, forecasting and strategy.
• Driving constant improvement in data accuracy, data visibility and reporting.

Nashville, Tennessee, US

• Manage staffing for multiple lines of business, ensuring our ability to meet client expectations while maximizing cost efficiency.
• Promptly respond to inquiries from leadership and offer easy to understand analysis and outlooks to help inform high-level business decisions.
• Work with operations teams to ensure their goals are met while making certain we fulfill our staffing needs.

Nashville, Tennessee, US

• Showcase company services to new business, delivering best-in-class support.
• Respond to customer inquiries, quickly resolve technical issues and address concerns as directed.
• Maintain performance standards and share best practices with other associates.

Nashville, Tennessee, US

• Respond to customer inquiries via chat support sessions, quickly resolve technical issues and address concerns as directed.
• Maintain performance standards and share best practices with other associates.

Nashville, Tennessee, US

• Respond to customer inquiries, quickly resolve technical issues and address concerns as directed.
• Maintain performance standards and share best practices with other associates.

Milwaukee, Wisconsin, US

• Handle inbound calls from customers and assisted them with finding customized solutions for their individual needs.
• Programs I worked on included payment processing and loss/fraud prevention.
• Handled payments for over 120 large utility/service and insurance companies and loss/fraud prevention for over 60 financial institutions.
• Mentored and consulted in development of other associates to drive continuous improvement in customer satisfaction and other performance metrics.