Thomas Yonce Email & Phone Number

- Led the contact center forecasting, modeling & planning team for 16 global servicing units with 18 physical sites, two virtual at home workforce groups, and 4 third party vendor sites supporting 45 MM active accounts, 130 MM total contacts, 49 MM agent contacts, and 63 separate private label & bankcard portfolios. Optimized staffing to meet both cost and service objectives.- Redesigned all forecasting processes and models. Tightly integrated SAS and excel forecasting/planning models allowing for usage of best custom models (ARIMA, AUTOREG, etc.) within a standardized framework for monthly, weekly, daily, and intraday planning.- Coordinated all budget planning session forecasting & modeling efforts (strategic plan, annual plan, and ongoing plan) across all servicing units, sites, and portfolios.- Directed weekly global staffing synchronization process, weekly volume forecasting tollgates, weekly FTE reconciliation process, monthly hiring meetings, and weekly Aspect eWFM performance plan forecast load process (volume and AHT).- Developed several special purpose integrated SAS & excel models for call indices, IVR rates, AHT, service level targeting peak interval analysis, agent attrition, FTE reconciliation, new business introduction, site launch /consolidation/closing, portfolio conversion / de-conversion, and all special event / campaign modeling.- GE Money Americas & Quarterly Leadership Award winner.

- Led the contact center capacity planning team providing strategic workforce planning and analysis for all business segments (customer support services, retail, web, and wholesale) and leadership of FTE planning during each budget cycle: Forecasting of accounts, customer contact demand, agent productivity, and service levels for 10 business units, 3,300 agent FTEs, 20.3 MM accounts, 183.3 MM total handled contacts, and 39.5 MM inbound agent handled telephone & email contacts annually (inbound phone, sales, email, and support functions)- Facilitation of semi-monthly operational new hire planning process. Work with recruiting partners to insure new hire pipeline is maintained to support dynamic needs of the business.- PSR seats and real estate infrastructure planning to support 15 site locations.- Strategic workforce planning support and forecasting for merger and acquisition integration activities (including First Union / Wachovia and SouthTrust / Wachovia).- Participation, support, and staff planning impact analysis for major divisional and corporate project initiatives (FUSION, IVR managed services, my time, site consolidations/expansion, market expansion, etc.)- Led implementation of discrete event workforce planning simulation modeling system (vendor research, selection, contract negotiation, system custom design, internal data analysis / collection, and management). System used for discrete event workforce planning simulation across all time intervals.

- Led strategic workforce planning, analysis, and metrics forecasting team for retail segment service & sales.- Organized and led the monthly cross-functional planning meetings. Coordinated and implemented optimal staff deployment strategies across multiple business units, minimization of costs, and achievement of service level goals.- Responsible for analyst selection, training, development, coaching, motivation, goal setting, and feedback.- Participated in cross-industry benchmarking projects with 15 national companies identifying best practices in the area of technical call center and internet self-service integration.- Advanced understanding of queue theory, Erlang B&C, and service level metrics. Built dynamic excel queuing models utilizing customized functions. Built custom SAS time series forecast models.

- Responsible for forecasting and maintaining appropriate staffing levels for online banking customer service contact centers in high growth environment.- Coordinated monthly and annual staff planning. Determined appropriate metrics and developed models for volume / productivity forecasts in balancing staffing levels with desired service level targets.- Developed complex staffing models utilizing regression forecasting, time-series analysis, and smoothing techniques in SAS and excel. Prepared both tactical (half-hourly, daily, weekly) and strategic (monthly, quarterly, annual) planning models. Mentored junior analysts who supported consumer, corporate, and commercial call centers.

- Led MIS reporting, financial forecasting, and workforce planning team. Integrated forecasting process linking three key components: net credit loss forecasting, workforce planning, and controllable expense projections. Risk management group reduced net credit loss rates from 8.5% to 5.0% in 25 months.- Developed collections forecast metrics models for optimal intensities needed to achieve net credit loss objectives.- Responsible for MIS analyst selection, coaching, and performance feedback.- Developed net credit loss forecast models (vintage roll-rate) and managed $309 MM loss budget for $5.6 billion credit card portfolio. Developed controllable expense budget models and administered controllable expense budgeting / forecasting process and resulting $26.5 MM budget.- Coordinated, prepared, and presented monthly business review for risk management to credit card division senior leadership (President, CFO, Risk Management SVP, Credit Policy SVP).

- Driving force on call center leadership team during re-engineering process; responsible for strategic analytical direction as application processes were migrated from paper to telephone Channels. - Designed and implemented agent performance reporting database resulting in significant improvements in productivity in 24 months. Administered and enhanced phone agent incentive plan.- Created and managed workforce control desk and tactical planning forecasts. - Developed forecast models and managed $8.0 MM budget and MIS activities for application processing call center. Modeling included development and management of staffing plans. - Provided financial support needed for acquisition of capstone application processing decision system / engine.

- Coordinated credit grading and asset valuation process for $675 MM loan portfolio. Developed asset review package and managed submissions by relationship managers. Triage actions generated a 25% improvement in criticized assets and 35% improvement in classified assets.- Acted as relationship manager for select problem loans ($1mm +) determining workout strategy.- Acted as liaison for bank during annual regulatory examinations and external audits. I presented bank credits accurately to examiners during regular audits.

- Reported to senior lending officer while also managing the collections group and collections manager. - Developed consumer and commercial loan review program.

- Successful consolidation of collection efforts improving performance results and agent productivity. - Responsible for staff selection, coaching, motivation, goal setting, and performance feedback. - Developed business case, selection, and managed implementation of new collections processing system. - Full knowledge of applicable foreclosure, bankruptcy, and repossession laws. Coordinated foreclosure activities, disposed of repossessed consumer property, charge-offs, and placed bad debts with 3rd party recovery agencies.