Anthony Hamilton
Cypress,TX
Summary
Knowledgeable Workforce Management Analyst -successful at gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Over 20+ years of experience in workforce assessment and call center management.
Overview
23
23
years of professional experience
Work History
Workforce Management Analyst
Houston Methodist
01.2021 - Current
- Set and adjust call center agent schedules to maintain optimal coverage and service levels.
- Manage overtime, shift swaps, breaks and PTO requests to ensure sufficient call center coverage.
- Produce and update documents, reports, projections and spreadsheets using Calabrio, Cisco, Power BI and several Microsoft Office applications such as Excel, Word and Powerpoint that is used by Leadership in various ways such as hiring and staffing needs.
- Created office efficiency tools by effectively managing internal communications and correspondence between departments through tools such as Microsoft Team chats.
- Present data to departmental managers to ascertain hiring needs and subsequently provide candidate and scheduling recommendations.
- Developed and implemented onboarding and orientation programs for new employees by familiarizing them with office tools and applications needed to perform their daily tasks.
- Developed top-performer recognition and award programs that resulted in moral improvements and employee retention.
- Created daily call volume projection tool that assists with determining staffing needs.
- Coordinate strategy meetings with Management that saw improvements in customer service and productivity.
Account Manager
First Service Credit Union
06.2016 - 01.2021
- Assisted large volume of members through channels which included answering incoming phone calls via Cisco Finesse, Live Agent chat and emails with positive attitude and focus on customer satisfaction.
- Addressed and resolved member's emergency problems and complaints with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate loan and rate quotes and member-centric terms.
- Educated clients on new products or services to increase customer engagement with brand.
- Facilitated client satisfaction and renewed customer relations to drive growth by implementing contests and promotions.
- Train credit union members on account management tools such as home banking and online bill pay which gave access and exposure to other products and services that drove equity and membership growth.
- Implemented team member new hire orientation training programs which saw improvement in overall member service satisfaction polls and member retention.
Technical Support Representative
National Processing Company/Vantiv
01.2001 - 06.2016
- Assisted customers in identifying issues and explained solutions to restore service and functionality of credit card payment processing systems.
- Documented support interactions with clients for future reference in creating training strategies and product and service improvements.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones through channels such as chat, email and phone and in person onsite troubleshooting.
Education
Bachelor of Science - Business Management
University of Phoenix
Tempe, AZ01.2026
Associate of Arts - Business Management
Lone Star College Systems
Cypress, TX06.2023
Skills
- Proactive Communication
- Compiling Data
- Computer Software Knowledge
- Report Writing
- Forecasting Expertise
- Workforce Improvements
- Adaptable to Changing Conditions
- Capacity Planning
- Workforce Management Tools
- Workforce Scheduling
- Maintaining Service Levels
- Determining Staffing Needs
- Real-Time Monitoring
Timeline
Workforce Management Analyst
Houston Methodist
01.2021 - Current
Account Manager
First Service Credit Union
06.2016 - 01.2021
Technical Support Representative
National Processing Company/Vantiv
01.2001 - 06.2016
Bachelor of Science - Business Management
University of Phoenix
Associate of Arts - Business Management
Lone Star College Systems
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