Trevor Roffel Email & Phone Number

Waterloo, Ontario, Canada

On the Workforce Optimization team still, but less day to day minutia and more analytics/project focused- Used Power Query and various SQL data sources to revolutionize the performance appraisal process for the Contact Centre--> What used to take someone an entire week to provide twice a year is now provided monthly and takes only an hour or two- Was the head forecaster on the team, providing monthly forecast for the contact centre including the main mortgage solutions centre, retention, expert peer support, and early collections unit using Calabrio workforce management software--> provided recurring and ad-hoc scenarios based on volatile mortgage rate environment--> implemented a monthly debrief/feedback meeting with Sr. Leaders of the contact centre- Contributed to contact centre migration from on-premises PureConnect software to Genesys Cloud customer experience platform in October 2023--> Testing data migration, updating reports, creating new dashboard views for WFM and business, general change management advocate

Waterloo, Ontario, Canada

Workforce Optimization (i.e. Workforce Management) Team - Intraday monitoring of contact centre inbound and outbound call and email queues using IC Business Manager for PureConnect (Genesys' on premises product) growing from 50 agents to over 200 agents during my time- Produce, troubleshoot, and modify daily, weekly, and monthly reports for contact centre front line managers and above- Create ad-hoc and new recurring reports at the request of the business using Excel, SQL, IBM iSeries and Genesys PureConnect reporting tools- Verify and perform accurate data entry of overtime, vacation days, and health days into agents' schedules and UKG's Ultipro HR Management software- Participated in the launch and implementation of Calabrio dedicated WFM software to replace proprietary in-house scheduling tool that leveraged MS Access and Excel- Created valid surveys using Alchemer (formerly SurveyGizmo) for business leaders and internal WFM purposes including streamlining the annual vacation booking process which was becoming unsustainable due to agent count growth

Waterloo, On

- Reconcile generated reports vs accounts payable reports to send daily remittance emails to 10 investors- Validated renewal offerings against system queries and critical change reports to be sent weekly to 3 investors- Used various system queries, generated reports, Excel, etc. to complete about 20 time sensitive reports monthly- Programmed system VBA macros to update two system screens and check current investor, minimizing human error- Created Excel VBA scripts to automate the different daily pivot table set up and filtering according to investor, reducing time by 50%

Kitchener, Canada Area

- Trainer for all of the new hires, collaborated with Team Leader on standardizing three month training program, integrated 4 new full time employees in a 6 month period- Created original job aids for each province and secondary processes, and updated other, long outdated resources- Responsible for daily, weekly, and monthly reporting for Discharge and Mortgage Backed Security (MBS) team- Working with external legal professionals to resolve complex title issues for senior leaders- Collaborated in pioneering and implementing macros and process changes which resulted in production standards increasing by 150% in a 2 year period- Change management committee member re: office relocation and chair of business unit's social committee

Kitchener, Canada Area

- Maintain confidentiality and avoid privacy breaches in communication with clients and lawyers- Produce legal documents for mortgage discharge purposes with high attention to detail, 65+ per 8 hours- Consistently achieved highest grade on performance appraisals re: production and quality- Helped pioneered process improvements which contributed to production output increasing by 50%+- Created and updated numerous job aids as well as trained and mentored two team members

Kitchener, Canada Area

- Reviewed incoming solicitor Final Repots for MCAP umbrella brands using various internal softwar- Ensured final documentation matches information on system flagged errors- Developed process efficiencies re: daily renewal letter mailing and trained team members on method- Consistently achieved Performance Appraisal exceeding expectations on production quantity and quality

- In kitchen preparing food for guests at various production areas- Exhibit constant communication/teamwork to coordinate all production stations in timely manner

Waterloo, On

- filter out non health and dental claims to appropriate business areas- Sort health claims to appropriate categories based on content- Collect specific categories of claims based on weekly assignments and package for external shipments- index claims electronically using Automatic Work Distribution software after transition to paperless system via scanning in July 2014- Scan health claims into AWD system using OPEX scanning machines

Strathroy, On

Middlesex United Invitational tournaments, two per year. Competitive on the last weekend of May, Recreational on the first weekend of June. Boys and Girls age groups from Under-8 to Under-17.- Process game data through telephone and face to face interaction with referees and conveners- Adapted spreadsheets adding more formulas for greater automation, accuracy, and efficiency- Communicate and clarify results to concerned parents and coaches in person and via email/phone- Update club website with real-time scores to increase participant satisfaction and retention- Created QR Code links to the results webpage to give parents and coaches more options for accessing data

Waterloo, Ontario

Wilfrid Laurier University's Terrace food court - Harvey's- Act as primary in-business authority to crew members and customers while on shift- Act as liaison between upper management on policies and concerns- Train crew in required skills and procedures and delegate tasks as required- Take weekly inventory and receive and stock weekly product orders- Redesigned inventory sheets and reorganized storage area which reduced inventory time by 75%

Waterloo, Ontario

Via Liberty Staffing, summer job while in University- Feed top of the line with bulk ground meat using plastic scoops and shovels- Place packaged food boxes or bags into bigger boxes for skidding- Stack boxes onto skids, wrap up skids, and move completed skids into storage for loading

Waterloo, Ontario

Via Pivotal Staffing, summer job while in University- Utilize observational skills to detect minor flaws in parts at quality assurance area- Wrap and pack various parts according to specific instructions depending on product line- Feed sanding machine with freshly stamped parts and perform routine maintenance on it

Ba, Psychology & Communication Studies With Management Option

Graduate Certificate, Human Resources Management