Microsoft Office
Brian R Orner
Workforce Management
Mesa,AZ
Summary
Innovative Workforce Management Professional with proven track record of enhancing operational performance through strategic planning and analytics. Expertise in scheduling, forecasting, reporting and resource modeling, driving compliance, responsiveness and informed decision-making. Adept in team dynamics fostering collaboration and knowledge sharing resulting in significant operational efficiencies. Proficient in repository design and content development improving best practice and collaboration.
Overview
17
17
years of professional experience
3
3
Certifications
Work History
Contact Center Planning Analyst
Wells Fargo
Chandler, Arizona
07.2021 - Current
- Established Workforce Management strategies, KPIs, trending and scheduling for complaint solutions groups.
- Developed guidelines for adherence, service level, staffing requirements and scheduling.
- Created dashboards and report decks using Excel pivot tables, slicing, lookups, and VBA detailing team performance, KPIs, caseload projections, trending, compliance, staffing, case aging and cases per day.
- Delivered bi-weekly meetings to management using PowerPoint providing forecast and performance results improving team objectives, communication, discussion and collaboration by 75%.
Senior Traffic Workforce Analyst
United Healthcare
Phoenix, Arizona
09.2016 - 06.2021
- Implemented Workforce Management establishing scheduling, KPIs, forecasting and resource planning for claims processing groups enhancing compliance, adherence and service level.
- Created Excel and Tableau reports and dashboards detailing performance, projections, staffing and claims closed per day improving visibility by over 80%.
- Built SharePoint sites for claims groups reporting enabling content/document sharing and collaboration.
- Designed sites, libraries, lists, forms and workflows using SharePoint Designer, InfoPath, Nintex and Microsoft Power Apps enabling effective workflow and ticket management.
Senior Workforce Analyst
Catamaran RX
Phoenix, Arizona
09.2013 - 08.2016
- Provided root cause analysis of misses and inefficiencies with recommendations to scheduling and real-time enhancing responsiveness, coverage and adherence.
- Developed the master daily performance dashboard and workbook providing key performance data while consolidating multiple reports into one resource improving visibility and access by 90%.
- Automated the dashboard and pertinent Excel reports using data extraction, embedded formulae, VB macros, SQL and ODBC increasing efficiency and accuracy while reducing reporting time and error by 65%.
Support Services Manager
SkyMall Inc.
Phoenix, Arizona
10.2012 - 02.2013
- Directed the Retail Customer Care Center's Training and Workforce Management departments.
- Improved Training processes, course content and delivery.
- Optimized WFM tools and processes refining forecasting, scheduling, compliance and adherence.
- Developed Excel 'daily flash' and month to date dashboards elevating statistical performance reporting by 75%.
- In partnership with the CC Manager, incorporated new motivational programs significantly improving agent performance and responsiveness by 50%.
Senior Workforce Management Analyst
McKesson Corporation
Scottsdale, Arizona
09.2008 - 04.2012
- Conducted analysis, forecasting, scheduling, reporting and resource planning in a 600+ agent, multiple initiative, specialty pharmaceutical call center.
- Developed Excel dashboards for daily and monthly Program and Team performance, trending and KPIs.
- Introduced resource and capacity planning for program teams improving staffing and responsiveness by 50%.
- Managed the implementation, configuration and data transfer for specific teams/initiatives with the system changeover from Genesys to Aspect eWFM.
Education
BS - Business Management
University of Phoenix
Phoenix, AZ05.2007
AAS - Electronics Engineering
Colorado Technical University
Colorado Springs, COSkills
- Customer service excellence
- Knowledge management strategies
- Mediation and conflict resolution
- Performance analysis
- Data analytics and metrics
- Network performance analysis
- Quality assurance
- Microsoft Office proficiency
- SharePoint solutions development
- Excel VBA and pivot table expertise
- SQL data extraction techniques
- Forecasting methods
- Microsoft Power Apps development skills
- Workforce management tools (Avaya, eWFM, IEX)
- Data visualization (Tableau)
- Just-in-time practices
- Scheduling adherence
- Budget planning
- Team collaboration skills
- Training program development
- Workforce planning expertise
Certification
- Certificate in Mediation and Dispute Resolution, University of Phoenix
- Community College Teaching Certification, Arizona State Board of Community Colleges
- Certified NetAnalyst - Protocol Analysis, Layered Documentation, Pine Mountain Group
- NOMAN Network Operations Management (Analysis), Paranet
Training
- Aspect eWFM Configuration and Management, Aspect Inc., Brentwood, TN
- Call Center Math - Managing the Call Center, The Call Center School, Mesa, AZ
- Ethical Hacking and Countermeasures, Dynamic Worldwide Training, Mesa, AZ
- Network Analysis and Design, Pine Mountain Group, Groveland, CA
- The Adult Learner, Phoenix College, Phoenix, AZ
Software
Excel VBA
Sharepoint
Tableau
Nice IEX
Alvaria/Aspect eWFM
Avaya CMS
Microsoft Power Apps
Timeline
Contact Center Planning Analyst
Wells Fargo
07.2021 - Current
Senior Traffic Workforce Analyst
United Healthcare
09.2016 - 06.2021
Senior Workforce Analyst
Catamaran RX
09.2013 - 08.2016
Support Services Manager
SkyMall Inc.
10.2012 - 02.2013
Senior Workforce Management Analyst
McKesson Corporation
09.2008 - 04.2012
BS - Business Management
University of Phoenix
AAS - Electronics Engineering
Colorado Technical University