• Developed comprehensive reports on key metrics, transforming data into actionable insights to guide strategic business decisions.• Delivered consistent and accurate reporting on daily, weekly, and monthly trends, leveraging root cause analysis to inform determinations.• Analyzed daily and weekly interval data to uncover seasonal, day-of-week patterns and assess the impact of sales and marketing activities, utilizing advanced forecasting methodologies.• Designed and maintained staffing budget forecasts, identifying gaps and overages by comparing tested forecast models against actual performance and analyzing staff workload components.• Applied expertise in developing and implementing forecasting models, including Time Series, Regression Analysis, Demand and Resource Planning (Capacity Planning), and Hybrid (Ensemble) models to ensure data-driven decision-making.• Built and presented “what-if” scenario models to support budgeting and staffing decisions based on evolving business factors.• Recommended strategies to improve forecast accuracy, achieving variances of less than 5%.• Proactively identified and resolved challenges, minimizing bottlenecks and ensuring smooth project execution.• Fostered strong cross-functional collaboration with internal teams to achieve project milestones and enhance communication.• Aligned technical needs with business objectives, ensuring project feasibility and adherence to company goals.• Executed project plans effectively, addressing deliverability issues promptly and ensuring deadlines were met.• Supported analysts in resolving scheduling and real-time observation challenges, ensuring operational continuity.• Spearheaded new processes and projects from concept to deployment, aligning initiatives with strategic business priorities.• Partnered with People and Benefits teams to integrate agent schedules into Workday, maintaining accurate data synchronization across systems.

• Analyzes and integrate historical staffing data into Intra-day summary reporting based on Contact Center volumes and productivity to maximize staffing. • Develops and communicattione site/regional scheduling recommendations based on forecasting analysis to business operations and senior leaders. • Interprets and monitors real-time service indicators for site/regional call centers to ensure peak staffing optimization.• Partners directly with business support leads, and site management teams to develop and lead process improvement initiatives. • Performs additional duties including: facilitating project work, staffing and call volume modeling, training and on-boarding with new associates.• Collaborate with various line of businesses as a subject matter expert and provide best practices.

• Responded to inquiries and complaints from internal and external customers, regarding financial products and services.• Conducted intake to determine appropriate course of action, conducting investigative steps to fully identify the issues, processing complex transactions (including monetary and non-monetary actions), researching product information, terms, conditions, contracts, etc.• Served as intermediary between parties to resolve disputed matters, negotiates and enacts settlements accordingly.• Reconciled general ledger accounts to ensure balance.• Reviewed data and report trends to management.• Facilitated and coordinated workshops to enhance new hire and tenured bankers.• Created and presented trending reports to managers and senior leaders.• Successfully mentored over 300 new and tenured team members on performance.• Handled high call volumes while multi-tasking and observing call trends from new hires.

• Responded to inquiries and complaints from internal and external customers, regarding financial products and services.• Conducted intake to determine appropriate course of action, conducting investigative steps to fully identify the issues, processing complex transactions (including monetary and non-monetary actions), researching product information, terms, conditions, contracts, etc.• Served as intermediary between parties to resolve disputed matters, negotiates and enacts settlements accordingly.• Reconciled general ledger accounts to ensure balance.• Reviewed data and report trends to management.• Facilitated and coordinated workshops to enhance new hire and tenured bankers.• Created and presented trending reports to managers and senior leaders.• Successfully mentored over 300 new and tenured team members on performance.• Handled high call volumes while multi-tasking and observing call trends from new hires.

• Responsible for recruiting and selecting primarily professional staff from internal and external sources, such as Salesforce.• Consulted with CEO(s) and recruiting agents on key position requirements and responsibilities, budget and timing, sourcing strategy, affirmative action goals and HR policy.• Planned the selection process including identifying competencies to assess, reviewed candidate information to determine if job qualifications were met. Conducted phone screenings and consulted with management to recommend candidates to move through the selection process.• Provided subject matter expertise in areas of strategic planning, staffing management, and business processing. Conducted market analysis for staffing viability.

• Analyzed performance trends, identified developmental needs, and provided coaching techniques and recommendations to improve sales performance.• Acted as a business partner in providing necessary tools and resources to sales members to increase the sale of sporting products and services.• Collaborated with management in the communication and implementation of regional and/or corporate business/sales initiatives.• Reconciliation of POS (Point of Sale) systems and report any discrepancies from cash tenders.• Audited and organized department worksheets, and paperwork to ensure accurate record keeping according to company and state requirements.