Aamir Bhatti
Workforce Management & Analytics
Detroit,MI
Summary
Proactive and results-driven Business Intelligence Leader with 10+ years experience providing analytical expertise and guidance to business clients. Passionate about data visualization, focused on consistent quality work, a desire to innovate, simplify and advance the daily operations of corporate culture.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
Work History
Supervisor Workforce Planning & Analytics
Cigna - Workforce Planning & Optimization
10.2020 - Current
- Supervisor of the Workforce Planning & Optimization Reporting Team
- Responsible for a scope of work that includes historical reporting, forecasting, staffing, scheduling, and real-time analytics in an 24/7 environment that receives over 20 million calls that are handled by over 6,000 agents
- Lead efforts to develop C-level & Executive facing dashboards and reports with additional responsibilities to demo, train, and provide support to the leadership team for any additional questions or ad-hoc queries they may have
- Leading various optimization projects to consolidate multiple disparate data sources, tools, and processes into a centralized server to streamline and simplify the various ETL jobs and day-to-day operations required to run the business
- Work closely with HR to create an all new reports linked to Workday and other various internal systems that provide a variety of metrics on-demand with visualizations, export capabilities, and a tiered security-model
- Work closely with finance and divisional business leaders to build out and continually update short and long term workforce plans and budgets by building out forecasting models, providing historical reporting, and incorporating market analysis data
- Responsible for working with the PMO to create timelines and project plans and managing priorities for my team's deliverables and managing individual workloads for my team by leveraging tools such as Jira, Wrike, & MS Project
- Responsible for triaging and assigning out all ad-hoc requests and ensuring that proper requirements and completion dates are in place
- Hold bi-weekly one-on-one's with each team member to discuss their work and workload, career path planning, coaching and development, and other administrative items
- As a leader, I spend time with my team to help them develop a non-stop data analysis focus at all times and to utilize the many resources available to find additional opportunities to bring to the business, work on personal development, and to ensure they remain excited and passionate when working with data
- Primary toolset - Tableau, SQL, Excel, PowerPoint, SharePoint
- Primary systems - Aceyus, Aspect, Cisco, Genesys, NICE, PeopleSoft, Salesforce, Verint, Workday
- Remote position
Business Analytics Advisor
Cigna - Customer Service
07.2019 - 09.2020
- Lead efforts to design and develop new Tableau dashboards and reports leveraging years of experience and expertise in various analytics based roles
- Maintained and enhanced existing Tableau dashboards and reports
- Created various ETL packages consisting of advanced queries and utilizing stored procedures in Microsoft SQL Server to optimize and stage data to be consumed and utilized in various reports
- Additional responsibilities included creating ad-hoc reports, data analysis, writing technical documentation, and creating training material
- Attended meetings as a subject matter expert (SME) on call center data & data visualization and provided guidance & technical support
- Familiar and comfortable working in a matrix organizational structure and on Agile based projects and workgroups
- Lead bi-weekly analytics training sessions for other developers by doing walkthroughs, tutorials, answering questions, and sharing best practices
- Pro-actively engaged other developers to provide mentorship and assistance
- Received numerous Cigna Standouts Awards in the first year from various leaders and peers
- Remote position
Senior Business Systems Analyst
Blue Cross and Blue Shield of Michigan - Service Operations
03.2017 - 07.2019
- Provided leadership and coaching to team members; Interacted with clients, internal and external departments and various senior leadership to develop strategic business plans, drive enterprise financial results, and deliver exceptional member experience
- Designed, developed and managed performance metrics, reports, analysis, dashboards; drive key business decisions to managers
- Lead efforts to transition manual business process to an automated production system by creating SSIS packages from a large data warehouse to a customized environment (SQL Server, Tableau Server, SharePoint, etc.) to support budgeting, forecasting, and data analysis
- Created new call center forecasting and workforce staffing models by analyzing years of historical phone records and utilizing time series and regression methodologies
- Designed, implemented, and standardized new agent performance scorecards that measures 15+ metrics on a dynamically weighted scale based on different factors such as job title, seniority, and type of business to ensure fair and accurate reporting of employee performance
- Developed user acceptance test (UAT) plans and conduct end-to-end integration testing ensuring that all requirements and expectations are met
Project Consultant
Blue Cross and Blue Shield of Michigan - Blue Care Network - Office of the President
10.2015 - 03.2017
- Translated data from multiple sources into useful information and business drivers utilized by senior management for strategic decision making
- Provided time sensitive analyses on various customer and business metrics questions for C-level executives
- Presented and articulated solutions to the project stakeholders taking into consideration the technical resources, business owners and end users
- Coached and mentored individuals and departments to use software, develop applications, and manage projects
Senior Business Analyst
Allegis Global Solutions
02.2015 - 10.2015
- Provided monthly updates to senior management using PowerPoint presentations to identify and explain key performance indicators and provide variance analysis
- Analyzed budget reports to validate projections versus actual spend for various projects, department headcount, and expense reports
- Translated business user concepts and ideas into comprehensive business requirements and design documents
Business Analyst
Bartech Group
07.2013 - 02.2015
- Provided management reports on a weekly basis of individual and team activities in support of department objectives and commitments
- Planned, facilitated and reported on quality assurance testing efforts
- Developed process mapping of current and future business processes
- Managed ad-hoc report inbox. Developed reports for various departments and ensure on-time delivery
- Remote Position
Help Desk Intern
Expetec Technology Services
01.2013 - 07.2013
Business Sales Consultant
Verizon Wireless
07.2007 - 08.2012
Education
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Baker College - Bachelors of Science
01.2009 - 01.2013
Skills
Tableau - Creating Interactive Dashboards, Visualization Expert, Advanced Calculations, Parameters
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Accept responsibility for your life. Know that it is you who will get you where you want to go, no one else.
Les Brown
Timeline
Supervisor Workforce Planning & Analytics
Cigna - Workforce Planning & Optimization
10.2020 - Current
Business Analytics Advisor
Cigna - Customer Service
07.2019 - 09.2020
Senior Business Systems Analyst
Blue Cross and Blue Shield of Michigan - Service Operations
03.2017 - 07.2019
Project Consultant
Blue Cross and Blue Shield of Michigan - Blue Care Network - Office of the President
10.2015 - 03.2017
Senior Business Analyst
Allegis Global Solutions
02.2015 - 10.2015
Business Analyst
Bartech Group
07.2013 - 02.2015
Help Desk Intern
Expetec Technology Services
01.2013 - 07.2013
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Baker College - Bachelors of Science
01.2009 - 01.2013
Business Sales Consultant
Verizon Wireless
07.2007 - 08.2012
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