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.• Provide 6 daily reports to senior leadership. Designed, author, and distribute these reports, which are highly valued.

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 future of new Lines of Business.-To be continued....

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.• Proactively provide data to the senior leadership team. Interpret reports and speak to key areas of opportunities during staffing meetings.

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 forecasting, and monthly long-term forecasting and capacity planning conference calls with audience up to the Vice-President Level.* Determined staff hours and parts and equipment required to meet service level. * Supplied the data required to enable the successful management and direction of resources.· Structured and maintained forecast and capacity planning models for over seventy Contact Types, five geographical locations, and eight departments, (Budget, Long and Short-term Forecasting, and Capacity Planning (over ten million calls for 2007)).* Provided Ah-hoc reporting in a timely manner.

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 recommendations to management concerning staff and improvement of procedures.* Hired and discharged workers.* Resolved complaints and answered questions of customers regarding services and procedures.* Gathered and organized performance metric data used to make staffing decisions.* Introduced development measures that increased the quality and efficiency of my team, as well as the department.

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.