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.

- 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.

- 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.

- 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..

- 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.

- 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.

- 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.

- 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.