Daniel Bates
Frisco,TX
Summary
Knowledgeable Workforce Analyst successful 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. Focused on maintaining optimal coverage and service levels. Effective at training new employees on regulations, monitoring patterns and handling schedule requests. Writes reports, updates spreadsheets, and produces forecasts.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Workforce Management Coordinator
Fanduel Group
Frisco, TX
10.2023 - Current
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Managed real-time inbound call traffic across multiple contact center locations.
- Provided training on dashboard and package development to team members and management.
- Prepared and maintained reports, dashboards and monthly packages.
Real Time Analyst
Peloton Interactive Inc
11.2021 - 10.2023
- Performs real-time analysis duties to ensure service levels are met.
- Monitors call volume demand in real time and flexes workforce accordingly
- Ensures best possible call center service levels are achieved to maximize utilization
- Monitors call volume and average speed of answer (ASA) in real time & adjusts schedules to ensure consistent service is maintained
- Determines how to best distribute staff to meet projected call volumes
- Analyzes historical patterns to determine nature, variance, and seasonality of call arrival patterns.
Member Support Agent
Peloton Interactive Inc.
Frisco, TX
09.2020 - 11.2021
- Broke down and evaluated user problems, using macro scripts, personal expertise and probing questions
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to maintain customer satisfaction surveys at 90%
- Assisted in Order Experience Backlog project
- Supported team members on operating procedures and company services.
Group Air Advisor
Travel and Transport
01.2018 - 03.2020
- Searched and confirmed travel reservations for customers.
- Anticipated potential schedule conflicts and made alternate arrangements and reservations.
- Established base of loyal clientele due to excellent listening and research skills and keen understanding of travel budgets.
- Mitigated financial discrepancies, accurately collecting customer fees, managing refunds and providing accurate travel documentation.
Travel Consultant
Quality Rewards Travel
Fenton, MO
09.2014 - 02.2016
- Responded to clients' questions, issues, and complaints and found appropriate solutions when needed
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations
- Managed over 50 customer calls per day during peak travel seasons.
Education
Certification - CCNA
NexGent
Phoenix, AZ10.2023
Certification - Full Stack Network Development
NexGenT
Phoenix, AZ08.2020
Associate of Arts - Criminal Justice
St. Charles Community College
St Louis, MO05.2002
Skills
- Supervision and Leadership
- Coaching and Feedback
- Team Building
- Training and Development
- Critical Thinking
- Compiling Data
- Resource Planning
- KPI Monitoring
- Managing Schedules
- Schedule Coordination
Certification
- Full Stack Network Development- 2020
Languages
French
Timeline
Workforce Management Coordinator
Fanduel Group
10.2023 - Current
Real Time Analyst
Peloton Interactive Inc
11.2021 - 10.2023
Member Support Agent
Peloton Interactive Inc.
09.2020 - 11.2021
Group Air Advisor
Travel and Transport
01.2018 - 03.2020
Travel Consultant
Quality Rewards Travel
09.2014 - 02.2016
Certification - CCNA
NexGent
Certification - Full Stack Network Development
NexGenT
Associate of Arts - Criminal Justice
St. Charles Community College