Bryan Soderquist
Spokane
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Recognized for reliability and adaptability. Swift capacity to learn and apply new skills, committed to driving team success and contributing to organizational growth. Well-versed in operating in complex, dynamic environments under tight deadlines.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Resource Planning Advisor - Long Term Forecasting
Evernorth
05.2017 - Current
- Building and designing Long-Range Forecast Models for phones and back office work
- Quarterly capacity planning for current year and future year
- Recommend staff hiring plans for current and future year
- Meet with Operation Leaders to review future volume and staffing requirements
Analyst 2, Forecasting & Analysis
Comcast
09.2016 - 04.2017
- Compile, distribute & analyze daily, weekly and monthly call center performance reports
- Forecast for all business partners and find solutions for improving metric
- Match staffing to workload arrival patterns, planning schedules, maintaining accurate staffing data, collaborating on OPA decisions/reporting
- Review monthly location-based customer service productivity, quality, and sales performance goals, report and track performance against goals
- Responsible for the creation and ongoing management/maintenance of a database of all errors
Workforce Management Supervisor
Faneuil
08.2013 - 09.2016
- Manage staffing requirements for open/non-open enrollment periods
- Analyze and interpret reports based on call volumes trends for a call center environment.
- Cisco Supervisor and VOIP connections
- Long Term Forecast and Short Term Forecast Analysis
- Supervised C.A.R.E team
- C.A.R.E is a specialized team design to handle Client issues and system issues within the Health Plan enrollment process. Work error tickets to correct system issues within HPF.
Workforce Senior Analyst
Pitney Bowes
05.2001 - 02.2013
- Collection and analysis and reporting of historical center performance statistics
- Collection and analysis and reporting of historical agent performance statistics
- Manage long-term forecast/staff plan and lead monthly staff plan / budget meeting
- Analyze and interpret reports based on call volumes trends for a call center environment.
- Budget creation/planning
- Develop/Maintained Microsoft Access Database
- Manage offshore vender relations/call volume strategies.
Education
B.A. - Information Systems and Cybersecurity
ITT Technical Institute
Spokane, WA12.2014
Skills
- Strategic budget development
- Call center operations
- Develop SMART KPI's
- Service level optimization
- Aspect Configuration
- Expertise in Avaya setup
- Optimized call distribution
- Resource optimization
- Project Management
- Software development life cycle
- Skilled in MS Project planning
- Experience applying PMBOK guidelines
Certification
Improving Interpersonal Effectiveness with Social Style HRCI credential ID 16-XQF76
Timeline
Resource Planning Advisor - Long Term Forecasting
Evernorth
05.2017 - Current
Analyst 2, Forecasting & Analysis
Comcast
09.2016 - 04.2017
Workforce Management Supervisor
Faneuil
08.2013 - 09.2016
Workforce Senior Analyst
Pitney Bowes
05.2001 - 02.2013
B.A. - Information Systems and Cybersecurity
ITT Technical Institute
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