Brian Masella
Elkton,MD
Summary
Proficient Workforce Analyst adept at collecting, evaluating and modeling data sets to make forward-thinking improvements to workforce plans. Well-organized and knowledgeable with top skills in complex problem-solving and strategic decision-making.
Overview
11
11
years of professional experience
Work History
Workforce Management
GeoBlue
King of Prussia, PA
11.2022 - Current
- Provided daily guidance and support to team members in the workforce management department.
- Evaluated current workforce management systems and recommended enhancements where necessary.
- Analyzed real-time data from workforce management systems to identify trends in staffing needs.
- Collaborated with IT teams to troubleshoot technical issues related to the workforce management software.
- Analyzed staffing levels, overtime and labor costs to ensure optimal workforce management.
- Performed audits of existing systems, processes, and documentation related to workforce management activities.
Workforce Management Supervisor
Geisinger
Danville, PA
04.2022 - 07.2022
- Demonstrated strong strategic abilities in resource allocation, meticulous tracking of attendance, and strict adherence to ever-changing workplace laws and regulations.
- Responsible for executing budget forecasts while also leading the development and implementation of staffing, metrics reporting, and analysis.
- Led efforts to improve productivity, accuracy, and case management staffing levels through continuous improvement
- Streamlined senior leadership reporting through the creation of efficient reporting processes, dynamic dashboards, and impactful presentations
- Partnered with stakeholders to analyze performance and present suggestions for enhancing operational leadership's capabilities.
- Monitored employee attendance records, tardiness, and absenteeism to identify any potential issues.
- Facilitated regular meetings with staff members in order to discuss current projects, address problems, and brainstorm solutions.
- Resolved conflicts between employees through effective communication techniques and mediation skills.
- Created workforce planning and development models for quarterly scheduling and processes.
Workforce Management Analyst
Geisinger Medical
Danville, PA
03.2021 - 04.2022
- Successfully integrated the NICE/IEX workforce management tool
- Developed forecasting models to ensure optimal staffing levels in call center operations.
- Identified potential risks associated with existing processes and proposed solutions.
- Performed trend analysis on historical data to identify areas for improvement or optimization.
- Conducted audits of team performance against established goals for accuracy and compliance.
- Created detailed documentation regarding all aspects of workforce planning activities.
- Monitored adherence to service level objectives and provided real-time guidance as needed.
- Facilitated meetings with stakeholders to discuss issues related to workforce planning.
- Assisted with the creation of new policies, procedures, and job descriptions related to workforce management initiatives.
Senior Workforce Management Analyst
Sallie Mae Bank
Newark, DE
05.2019 - 12.2020
- Enhanced employee knowledge and understanding of attendance and scheduling policies through the development of training materials
- Achieved client vision and objectives through effective strategy development and execution in coordination with management team.
- The James Beard foundation acknowledged Sallie Mae's superior customer service, citing its direct relation to the successful integration and functionality of the NICE tool.
- Created reports to analyze labor utilization, overtime, and cost savings opportunities.
- Monitored adherence to service level objectives and provided real-time guidance as needed.
- Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.
- Maintained a comprehensive database of employee schedules and attendance records.
- Collaborated with department managers on recruitment efforts for personnel shortages.
Workforce Management Analyst
Sallie Mae Bank
Newark, DE
03.2017 - 05.2019
- Ensured effective scheduling to meet coverage and service goals
- Produced and revised a wide range of documents, reports, and spreadsheets using tools like Microsoft Office
- Worked closely with leaders at various levels to create and execute effective workforce strategies
- Streamlined processes for managing schedule-related inquiries such as PTO, shift changes, and additional work hours.
- Examined architectural Adherence requirements for strategy improvement and cost evaluation
- Directed the execution of systematic upgrade projects from start to finish, including tasks like requirements analysis, milestone management, and stakeholder relations.
- Coordinated company events promoting team-building opportunities.
- Assisted in developing organizational policies and procedures.
- Analyzed workforce trends to inform strategic planning efforts.
School Assist Advisor
Sallie Mae Bank
Newark, DE
02.2016 - 03.2017
- Demonstrated effective problem-solving skills in solving school certification issues through meticulous research and timely follow-up
- Established long-term profitable partnerships through the cultivation of professional relationships.
- Analyzed customer needs, offered optimal options, and upsold products and services.
- Delivered exceptional customer service and support in both direct interactions and phone conversations.
- Assisted with development of best-in-class solutions for internal and external customers.
- Participated in department activities and committee work to support campus-wide student success.
Call Center Sales Representative
Sallie Mae Bank
Newark, DE
08.2015 - 02.2016
- Identified opportunities to cross-sell additional products and services to existing customers.
- Followed up with customers after purchase or service delivery to ensure satisfaction levels were met.
- Handled escalated customer service issues professionally and efficiently.
- Participated in team meetings to discuss strategies for improving customer service experience.
- Developed strong relationships with repeat customers through consistent follow-up communication.
- Assisted in training new call center staff members on proper procedures for handling calls and resolving customer issues.
- Utilized a computer system to track customer accounts and update order information.
General Manager
Applebee's
Thorndale, PA
05.2013 - 10.2014
- Directed safety operations and ensured compliance with FDA and OSHA regulations
- Implemented strategies to reduce financial discrepancies by closely monitoring quotes, production and material planning, as well as conducting bank reconciliations.
- Managed monthly sales tracking and prepared comprehensive reports to support business development planning
- Streamlined shrink processes and implemented proactive measures for inventory level maintenance, leading to substantial cost reductions.
- Forecasted outlook while mitigating operational risk through analysis of performance, financial, headcount, and AUM data.
- Created schedules and monitored payroll to remain within budget.
- Supervised employees through planning, assignments, and direction.
- Recruited, trained and empowered employees to achieve key performance indicators.
Education
High school diploma -
Christiana High School
Newark, DESkills
- Forecasting
- Communication
- Compliance
- Capacity Planning
- Data analytics
- Process Improvement
- Scheduling
- Time Management
- Problem Solving
- Collaboration
- Contact Center
- Performance Management
- Microsoft Office Suite
- Employee Engagement
- Schedule Adherence
- Customer Service
Awards
- Sallie Mae Award of Excellence June 2018
- Sallie Mae Award of Excellence November 2018
- Sallie Mae Award of Excellence June 2019
- NICE/IEX Best Business Impact Award April 2019
- NICE/IEX Best Customer Impact Award September 2020
References
References available upon request.
Timeline
Workforce Management
GeoBlue
11.2022 - Current
Workforce Management Supervisor
Geisinger
04.2022 - 07.2022
Workforce Management Analyst
Geisinger Medical
03.2021 - 04.2022
Senior Workforce Management Analyst
Sallie Mae Bank
05.2019 - 12.2020
Workforce Management Analyst
Sallie Mae Bank
03.2017 - 05.2019
School Assist Advisor
Sallie Mae Bank
02.2016 - 03.2017
Call Center Sales Representative
Sallie Mae Bank
08.2015 - 02.2016
General Manager
Applebee's
05.2013 - 10.2014
High school diploma -
Christiana High School
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