• 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.

• 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.

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 maximizing efficiency. I enabled and supported the US User Support team by providing operational insights through scheduling and capacity forecast reviews to ensure alignment to business demands. Other responsibilities included, but were not limited to:• 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 achievement of SLA goals.• 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.• Lead and participate in cross-group collaboration meetings with global stakeholders to share knowledge, best practices and governance of forecast and capacity planning processes.

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 business value and minimize costs and risks of our SaaS products. This effort required ongoing partnership with product owners, procurement teams and budget/security stakeholders for over 250 titles, accounting for over $3M in annual spend. Other responsibilities included, but were not limited to:• 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.

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 maintaining a customer experience that exceeds industry-leading standards. Other responsibilities included, but were not limited to:• 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.

• 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.

• 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.

• 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.

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

• 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.