Tim Peyton Email & Phone Number

Bloomfield, CT, US

Serve in an advisory role for:- Budget preparation- Capacity Plan preparation- The Genesys Decisions Planning Platform- Data retrieval, organization, and modeling- Ad-hoc reporting

Bloomfield, CT, US

Short term and long term planning for multiple lines of business using Excel and the ININ Decisions Planning Software.

Indianapolis, Indiana, US

• Capacity Planner for over 6 major business units, 57 teams, 670 Agents, 23 Call Types, 20 Staff Types, and close to 500 VQ's.
• Conduct 5 monthly conference calls for the Senior Leadership of 6 departments of Anthem.
• Responsible for the short-term forecast maintenance in Genesys for 24 contact types.
• Responsible for 8 capacity plans. We are at the end of the process of migrating these plans from excel models to the Interactive Intelligence – Interaction Decisions planning platform.
• Provide interval level “locked” forecasts to the three outsource vendors that support the Exchange Initiative.
• Imagine and implement world-class reporting models that have been deemed “Best Business Practice”, and adopted as the standard, cross-departmental.

Indianapolis, Indiana, US

- Genesys CME Configuration (Build Agents, DNs, Places, Agent Groups, Etc.)- Genesys Configuration Utility (Build Activities, Shifts, Contracts, Rotating Patterns, General Organization, Etc.)- Genesys WFM Supervisor (Scenarios, Schedules, Forecasts, Schedule Optimization, Etc.)- Spreadsheet organizational skills.- Contributing to and building the WFM.

Port St. Lucie, Florida, US

• Provide Subject Matter Expert Knowledge Role For Liberty WFM Structure encompassing accurate forecasts, effective schedules, professional analysis, staffing models, data organization, process design, and reporting.
• Implemented WFM concept, training and processes within the Liberty organization.
• Provide planning and support for outsourcing initiatives.
• Subject matter expert for reporting adherence, performance, and results tracking.
• Designed, implemented, and administer models to track key performance metrics. (i.e. Incentive structures, Performance Improvement Plan Data and Reports, Forecasts, Outsourcing Models, Staffing Plans)
• Create complex ad-hoc capacity planning, metric tracking, and various pivot-table based excel models.

Newark, DE, US

* Executed daily operations of the forecasting and capacity planning functions for the highly cyclical Student Loan Originations Departments of SallieMae.* Wrote, designed, and produced tracking, reporting, and analysis mechanisms that provided a clear picture of the various call center metrics for all levels of management.* Conducted weekly short-term.

Newark, DE, US

* Successfully managed up to a 70 person team, responsible for originating Private Credit Loans.* Coached, Mentored, Trained team to increase the success of the team and organization.* Prepared, maintained, and submitted reports and records, such as budgets, operational, and personnel reports.* Planned and developed improved procedures.* Made.

US

* Managed daily service level for multiple clients (AOL Time Warner, Avaya, Boeing, CBS, Qwest, TRW, Westinghouse, Sears, SPX).* Created weekly and month-end metric reports.* Monitored Nice recording system, pulled calls, managed the cassette storage.* Processed newhire setup (cms ids, paperwork, etc.)* Tracked attendance.

US

* Interviewed and made hiring recommendations.* Coached and monitored staff.* Provided supervisory duties for up to 25 agents.* Professionally handled escalated calls.

* During this tenure, made many horizontal moves, and maximized my experience.* Positions held include; Customer Service, Customer Protection, Customer Retention, World-net, and Claims Departments.* Created first process and spreadsheet system while in World-net.* Gained CMS exposure in the Claims Department, Monitoring Service Level.