Microsoft Excel with Shaun B.

Cinch Home Services

Forecasting and Planning at a long and short term level for 2 of the core departments: Customer Service and Authorizations. Building, implementing and maintaining various reports with data from Access Databases, pulled into excel via Power Queries- these reports help the various business leaders execute their plan and better understand their businesses performance.

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.

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.

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.

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.

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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