Steve Wright Email & Phone Number

Barrie, ON, CA

Toronto, Ontario, Canada

Toronto, Canada Area

• Create intermediate and long-term forecasts for hiring, shrinkage, and general FTE management for a contact center of 1900 employees
• Coordinate with leadership, Learning & Development, and Recruiting teams to create hiring plans
• Analyze forecast performance over time to understand trends and implement adjustments on a monthly basis to achieve business unit and senior leadership’s goals
• Identify data discrepancies and coordinate with the team to resolve data quality issues
• Provide objective and analytical insights on business performance and strategic initiatives based on understanding of business unit challenges and market trends

The "Trust Your Board" podcast is a fantasy football podcast with a focus on walking through mock drafts and explaining our thought process throughout the draft.

Malvern, PA

• Led the creation, communication, and execution of the weekly personnel capacity planning process for a business unit call center of 600 employees
• Worked with internal business partners to provide contextual background/insights into future week's forecast
• Consulted for internal business partners regarding operational recommendations surrounding scheduling, call routing, appointment availability, and PTO usage resulting in achieving an average service level of 93%
• Served as the Scheduling, Call Routing, and Service Level expert on the Operational Excellence team, providing input to improve service levels by 20% during low staffed periods and scheduling employee activities to.
• Managed daily operations by assessing operational drivers and outcomes, including intraday service levels, staffing, calls offered, abandonment rates, and callouts to achieve improved service levels
• Implemented flexible operational strategies in low personnel capacity situations resulting in maintenance of high service levels

Malvern, PA

• Helped current and prospective clients with asset transfers and rollovers. Assisted them with filling out required forms. Contacted other institutions as needed. Consistently in the top 10 for the department in.
• Partnered with our Resolution and Processing teams to expeditiously resolve complex asset transfer issues. Acted as a liaison between business partners and clients during the asset transition process
• Managed and progressed a book of clients ranging between 70-100 clients at a time. Prioritized and managed interactions, classifying clients based on complexity of request and client need
• Pitched, critiqued, and voted on innovative ideas at quarterly meetings that focused on increasing sales leads, efficiency, and conversion rates
• Tested experimental ideas, such as software and process changes
• Led multiple training sessions and reviewed/edited official training materials

Malvern, PA

• Answered participants’ phone inquiries about their retirement plans that pertained to subjects such as: loans, withdrawals, contributions, fund inquires, and regulatory and tax questions
• Acted as the plan liaison between my team and the team that maintained employer plans
• Took charge of security for my team. Made bi-weekly desk checks to verify that the team is in compliance with Vanguard policy. Also communicated and distributed security related material to the team
• Increased efficiencies in the department by creating a newsletter that covered trends the Problem Resolution team was experiencing on a monthly basis
• Created a spreadsheet that allowed the team to easily track their metrics. This allowed them to more effectively monitor their progress

Logan Township, NJ

• Put products through various tests, such as: color, density, solids, ph, and viscosity, to ensure it meets the company's quality standards. If not, made adjustments to the product.
• Helped test and make recommendations for experimental batches.
• Analyzed past and current information to identify current trends and help make adjustments based on these trends.

Pennsville, New Jersey

• As a customer service representative for Pennsville News Shop my main responsibilities concerned running the cash register and lottery register, as well as general customer service.
• Processed bill payments and UPS packages for customers.
• Kept count of and ordered inventory for the store.

Pennsville, NJ

• Assisted customers with submitting their pictures and would then process the pictures, making color and cropping edits as needed. These customers and their orders would be entered into our customer database, which I.
• Handled inventory counting and ordering for the photo department and the electronic aisle.
• Worked on all marketing and promotional events, including: christmas, easter, halloween, and pet photo shoots.

Bachelor Of Science (B.S.), Finance, General

Bachelor Of Science (Bs), Business Administration And Management, General

Associate Of Science (A.S.), Business Administration And Management, General