Shaun Bussard

Shaun B.

Fort Lauderdale, FL
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Lesson Details

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About

Shaun passed a background check that includes a SSN verification, national criminal record check, and sex offender registry search. Learn More
Shaun delivers an exceptional lesson experience and ranks in the top 15% of our teachers nationwide.
Teaches students:
Ages 10+ and special needs

Teaching since:
2017

I am a Work Force manager for Chewy.com- The majority of my time is spent teaching analysts how to use Excel to plan and schedule/forecast and audit many different programs.

I did not have any formal teaching, and was forced to learn excel the hard way by researching online, so I feel like that makes me a good teacher to learn from because I truly understand and can explain the major uses of excel. Feel free to ask me any questions you might have!

Some of the things I can show you:
-Macros
-Index(Match())/Vlookup/Hlookup/Sumifs/Averageifs
-Conditional formatting
-Data analysis add-ons and Forecasting techniques
-Power Queries
-Mail Merge
-Various shortcuts and helpful ways to customize excel to fit your specific needs.
-Data visualization tools to help in presenting your information in effective ways, linking Excel to PowerPoint in order to streamline for weekly reporting.
-linking Excel to Outlook in order to speed up data reception.

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Experience

Assistant Workforce Manager
Jun 2018 - Present
Chewy.com

Teach and assist 22+ Analysts across 3 sites with various deliverables to the call center floor, including;
-Forecasting through regression, rate of change and correlation forecasts for all lines of business.
-building staffing and intraday scheduling plans to both meet the business needs as well as agent needs in order to maintain call coverage and lessen attrition.
-build and execute upon both intraday and long term strategies for call coverage.
- assist Analysts in setting up and maintaining various reports through excel, connected through power queries and VBA to Powerpoint and Outlook in order to optimize and streem line processes.

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Senior Workforce Analyst
Jun 2017 - Jun 2018
Progressive Leasing

- Created & implemented staffing models for four departments (200+ agents) which increased collection totals and began to consistently meet saturation goals in all three departments.
- Hold weekly trainings to educate and familiarize supervisors with the staffing model. Allow insight into overstaffing and initiated VTO which resulted in 1970 hours saved in April 2018 while still meeting service level goals.
- Reformatted shift rotations, allowing agents an additional Saturday off per month in Recovery and increased efficiency (saturation 124% to 238% with 200% goal).
- Organized all historical data into data sets. Result: All 42 KPI's for the 4 departments are now easily accessible for myself and other Analysts.
- Run daily bridge call for front line leaders explaining intraday strategy for the Contact Center.
- Assist Jr. Analysts where needed and help RTA's with intraday strategy.
- Build special event forecasts and strategies as well as various high-level requests.
- Run Weekly meeting to go over the a 10 day staffing and forecast outlook for the four departments in Collections. Forecasted KPI's are: Inbound, Contacts & Contact Rate, Dialable Accounts, Successful Contacts(scheduled a payment/ took payment),Average Handle Time for both Inbound and Outbound Volume, Probability of meeting Inbound Service Goals- all at the 30 minute interval.

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Workforce Forecast Analyst
Jan 2017 - Jun 2017
Progressive Leasing

- Maintained and improved all inbound forecasts.
- took forecast accuracy from -2.28% the year previous to -1.40% January 2017 through July 2017.
- Assisted RTA's and the Scheduling Analyst where needed.
- Run weekly Staff Meeting to discuss 10 day outlook for inbound departments.
- Formalized the forecasting process for the Contact Center which is still used to this day by the junior analysts.

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Workforce Scheduling Analyst
May 2016 - Jun 2017
Progressive Leasing

- Built interval forecast for volume & AHT and implemented Erlang-C to gain insight into staffing needs and probability of meeting service goals.
- Took the forecast accuracy from +8.24% before I took over to -2.28% while in the role.
- Managed real-time priorities when needed and initiated support from other departments.
- Approved off the phone activities as performance allows and advised leadership of when to have Department Meetings and Calibrations.

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Real Time Analyst
Apr 2015 - Jun 2016
Progressive Leasing

- Real-time maintenance for Contact Center agents
- Real-time monitoring Inbound lines from Customer Service and Merchant Support lines
- Approving/planning coachings and huddles for CS/MS teams based on coverage
- Short term analyzation of call flow and coverage
- Lever management

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Education

Self taught
Jul 2010 - Present
youtube.com

Certifications

Contact Center Management
Jun 2017
BenchmarkPortal

Excel Data Analyst: Forecasting
May 2017
Lynda.com

Photos & Videos

Photo by Shaun B.
Always have my headphones

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Running a race with my mom!
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1 Review

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Magdalena Jan 13, 2019
Microsoft Excel · Online

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