Andrew Wallock
Freelance Writer And Workforce Data Analyst
Herriman,UT
Summary
I have over 10 years of customer service experience in various call center leadership roles, as well as over 7 years of data analysis. This involves staff management, data analysis and reporting, real time analysis of metrics, and running meetings with extensive executive interaction.
I further have years of writing experience, with numerous internship opportunities in sports writing, grant writing, and marketing for a book publishing company. I have strong writing skills am comfortable working a variety of different content types, including copywriting, professional writing, news writing, and blogging formats.
Overview
7
7
years of professional experience
Work History
Senior Workforce Analyst
United Healthcare Remote
05.2021 - Current
- Responsible for inventory management for both Global and Domestic teams
- Pulled reports and created spreadsheets for quick use of team executives
- Worked extensively with Microsoft Excel, utilizing multiple advanced formulas within the program
- Worked with executives across multiple teams to help make staffing and inventory decisions.
Client Care Coordinator
United Healthcare Remote
04.2020 - 04.2021
- Had a list of specific clients that I would actively check on throughout the week
- Helped these high-risk clients with appointment scheduling, insurance, rides, and other health-related questions
- Maintained and developed close relationships with clients and built trust and rapport for the company UHC.
Workforce Analyst
National MedTrans
Orem, UT
04.2018 - 04.2020
- Manage call volumes across multiple call center sites in New York, Texas, and Utah
- Pull reports and analyze data for the use of call center operations
- Work extensively in call center environment and with executive leadership to effectively manage agent workforce and improve efficiency.
Special Projects Representative
National MedTrans Orem
, UT
04.2017 - 04.2018
- Helped with specific projects passed down by executives within the company
- Provided support to transportation providers and insurance members with life-sustaining appointments (chemo, dialysis, etc.)
Workforce Supervisor and Analyst
Vivint, Inc
Orem, UT
06.2016 - 04.2017
- Managed call queue and volume for Customer Care, Loyalty, AC, Wireless, and Scheduling departments
- Maintained and kept track of schedule changes for those departments
- Worked closely with executives and supervisors on attrition, staffing, and handled time goals as a company.
Education
Bachelor of Science Degree - English (Writing Studies, Cinema Studies Minor
Utah Valley University
Associates Degree - General Studies with English Studies
Brigham Young University
Skills
Staffing requirements
Internships
Grant Writing Intern
Teens Act Provo, UT June 2017-August 2017
- Helping produce 2-3 grants per week for the Teens Act organization
- Help research grant opportunities and submit online.
Marketing Internship
Cedar Fort, Inc. Publishing May –August 2012
- Produced cover letters and press releases detailing upcoming company book releases
- Interacted and maintained company social media websites such as Twitter, Facebook, and Goodreads.
Sports Writing Internship
Bleacherreport.com Online May-September 2012
- Published 3-5 articles a week for an online sports website
- Interacted with editors to produce the highest quality products each week
- Studied and published articles on a variety of sports topics ranging from basketball to the Olympics.
Timeline
Senior Workforce Analyst
United Healthcare Remote
05.2021 - Current
Client Care Coordinator
United Healthcare Remote
04.2020 - 04.2021
Workforce Analyst
National MedTrans
04.2018 - 04.2020
Special Projects Representative
National MedTrans Orem
04.2017 - 04.2018
Workforce Supervisor and Analyst
Vivint, Inc
06.2016 - 04.2017
Bachelor of Science Degree - English (Writing Studies, Cinema Studies Minor
Utah Valley University
Associates Degree - General Studies with English Studies
Brigham Young University