Shon Walker Email & Phone Number

Renton, WA, US

Renton, Washington, United States

• Leads the systemwide resource planning/time administration functions. Executes the development and implementation of both the long/short term staffing plans for all McGee frontline functions.
• Drives efficient and accurate use of people resources including partnering with station leaders and our customers in resource planning processes
• Leads the management and administration of consistent schedule bidding for all McGee stations.
• Drives each stations' staffing analysis and planning capability; remaining connected to our stations leaders to anticipate upcoming and future staffing needs.
• Responsible for accurately aligning budget and productivity goals with resource planning and staffing levels.
• Works tirelessly to ensure a growth minded and dynamic productivity focus between Finance, HR, operational leadership, and Training.

Renton, Washington, United States

• Provide detailed insight and solutions for staff planning and controls, analyzed and provided recommendations to improve the financial planning and oversight of staffing and productivity for the organization.
• Created updated forecast model to improve staffing insights, trend analysis, and accuracy from a one-month view to a twelve plus month view.
• Created resource planning data model and reporting with dashboards to streamline weekly reporting that reduced time to create by 60% with improved accuracy. This also provides additional reports and on demand reporting.
• Implemented process improvement and standardization practices across all managed airline hubs that streamlined work while unlocking additional value for resource planning in regards to maintaining staffing levels and.
• Did discovery work and started a knowledge base with documented processes and procedures along with standardizing where applicable for users to reference for consistency. This alleviated multiple gaps and.

Seattle, Washington, United States

• Part of global team managing call center operations supporting 32 locations globally and over 9000 agents. Manage real time queue management for conversation platform monitoring voice, chat, and offline channels, such.
• Partnered with business functions and product team to streamline agent skilling, consolidating agent queue groups, decommissioning legacy ones for enhanced operational queue performance.
• Maintained or exceeded established service-level agreements and guidelines for timely average speed of answer, to minimize business impacts for all channels and lines of business.
• Lead weekly capacity planning meetings with multiple vendors and lines of business to identify and document risk and provide mitigation plans to ensure adequate staffing and workload was met, that resulted in increased.
• Developed standardized system issue intake process used to provide all details needed from agents and customers for remediation of issues by tech teams, reducing time to escalate and resolve tech issues, enhancing.
• Managed real time call routing and skilling for optimized call handling for enhanced performance daily.

Seattle, Washington, United States

• Oversaw the daily operations for newly acquired company for GOOS (Global Orbitz Operations Support) team, for real time operations management. Developed and managed incident management process for legacy systems, until.
• Led seamless onboarding of new lines of business/sites by coordinating with product managers and tech teams, ensuring successful platform integration. Provided comprehensive training and documented processes for a.
• Developed process to identify configuration item trends that were reoccurring issues, using Jira tickets to collaborate with problem management identifying root cause driving efficiency and saving money on reoccurring.
• Developed and oversaw the real time operations BCP and crisis model for over 32 sites globally. Held bi-weekly meetings with LATAM, APAC, and EMEA Service Delivery Managers, coordinate and provide updates on latest.
• Created and standardized the report for communicating crisis event impact and status to the business.
• Proactively collaborate with cross-functional teams to optimize workflows, tools, and systems to ensure the efficiency and scalability of customer success operations.

Seattle, Washington, United States

• Monitor and maintain control of all operation functions, applications, computing, and voice platforms associated with elements in a 24x7 call center environment via the global command center.
• Improved the ticket handling process by standardizing the nomenclature for short description and ticket details enabling more efficient configuration item identification, reducing rework and time doing trend analysis.
• Lead daily crisis event calls during major impacts to real time operations providing current state, impact, and mitigation, with performance metrics.
• Monitor platform applications via App Dynamics, Splunk, Data dog, and other tools to identify and preemptively resolve system issues.
• Collaborate with NOC to provide data on outages, system issues, and user experience.
• Coordinated with Service Deliver Managers and vendors to manage day-to-day performance and KPI’s for multiple LOB’s and sites for call volume, staffing, and overall site performance.

Bellevue, WA

• Lead efforts in report testing, and evaluation of report processes that saved time and resources completing monthly report packages by 33%.
• Coordinated with IT on recommend data changes to enhance reports and data for clients.
• Assist Account Managers with client management, data request, and special projects as needed.
• Created data models of transactional claims and customer records to identify and present trends and recommendations for high-cost claims and other financial impacts to company’s healthcare plans.
• Assembled monthly client healthcare financial experience report packages.
• Managed incoming communication via phone, email, and customer relationship management systems from both internal and external customers reporting requests, and data extracts for assigned accounts within established.

Greater Seattle Area

• Aggregate project requirements, develop scope of work, requirements, create timelines, and provide to appropriate resources and track progress.
• Effectively communicated project status to stake holders, and the executive team by phone and email daily.
• Assists in identification and escalation of bugs, incorrect data, technical problems, in guidance of digital experiences for new and existing website development and track and report out on metrics to improve efficiency.
• Work within SharePoint, CMS, and ERP solutions to analyze and manage product data including site traffic, photos, product details, and provide recommendations for site and product enhancements.

Seattle

• Managed day to day operations for call centers nationwide to ensure business continuity to meet service levels and KPI’s.
• Lead an intraday team to ensure resource management guidelines were followed.
• Reported on call center data such as call volume, average handle times, and customer hold times.
• Calculated call center volume using historical and real time data.
• Sent daily and weekly reports on business status to executive leadership.

Bellevue, WA

• Worked with clients to find the best loan for them by running credit reports and reviewing their financial situation and goals.
• Purchased investment properties and used contractors to remodel the house then market the house to be sold.

Bellevue, WA

• Provided reports on the operations and status of the call center performance to local and regional directors. Such as performance variance on call volume, average handle times, and planned/unplanned employee time.
• Made daily and or weekly recommendations based off current trends.
• Managed multiple, cross-functional work flows, and adhoc projects when required.