Dewey Plott II
Tucson,AZ
Summary
Experienced coordinator with strong focus on team collaboration and achieving results. Skilled in project management, communication, and problem-solving. Known for flexibility with changing needs and reliability in delivering outcomes. Prepared to make significant impact in a dynamic environment. Highly skilled Workforce Management Analyst with experience in optimizing business processes, improving productivity, and driving efficiency. Strengths include strategic planning, data analysis, and managing large scale projects. Demonstrated success in effectively communicating across all levels of an organization to implement change and advance corporate goals.
Overview
12
12
years of professional experience
Work History
WORKFORCE MANAGEMENT ANALYST
City of Hope
Chicago, IL
01.2023 - Current
- Manage daily contact center operations to deliver exceptional patient and employee experiences
- Optimize resource allocation using real-time management strategies to consistently meet service level standards
- Develop accurate staffing forecasts and create optimal schedules that align with business needs
- Adjust intraday operations to support Patient Access teams
- Maintain evening and weekend availability as needed to address evolving business demands
- Optimized workforce scheduling by analyzing historical data and identifying trends.
- Managed time-off requests and shift swaps efficiently, maintaining a fair and balanced schedule for all employees involved.
- Provided real-time support during high-volume periods, ensuring adequate staffing levels and minimizing wait times.
WORKFORCE PLANNING ANALYST
Cenlar FSB
Tempe, AZ
07.2021 - 01.2023
- Supported daily operations and provided strategic workforce planning within the contact center environment and managed intraday staffing levels and administered schedule adjustments
- Monitored agent availability in real time to ensure schedule compliance
- Analyzed call center data and recommended staffing adjustments based on volume trends
- Conducted daily meetings with management to review staffing trends and their impact on performance
- Maintained processes, procedures, and the agent database within the WFM system
- Optimized schedules, forecasts and other tools to present to management.
- Managed real-time inbound call traffic across multiple contact center locations.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
SENIOR WORKFORCE ANALYST
McKesson
Scottsdale, AZ
01.2019 - 07.2021
- Established communication, reporting, and process standards for Customer Experience Operations
- Managed call center software for scheduling, forecasting, call routing, and reporting
- Collaborated with internal teams to implement new business opportunities and enhance reporting capabilities
- Analyzed call center metrics to determine staffing needs and drive process improvements
- Managed complex projects involving multiple stakeholders, successfully delivering results within budgetary constraints and tight deadlines.
- Conducted regular reviews of workload distribution among teams, ensuring balanced allocation of resources across the organization.
WORKFORCE MANAGEMENT ANALYST
GenRx
Scottsdale, AZ
01.2018 - 11.2018
- Managed call volume and labor resources for inbound, outbound, and workflow operations while maintaining service level goals
- Provided critical data-driven input to inform staffing plans based on historical and real-time performance
- Monitored and improved key performance indicators including service level, abandoned call, and answer percentages
- Enhanced productivity with streamlined processes for staff allocation and workload management.
WORKFORCE MANAGEMENT COORDINATOR
SimonMed
Scottsdale, AZ
06.2017 - 11.2017
- Led a team of four analysts (including remote staff) in executing day-to-day workforce management duties
- Coordinated with technical teams and vendors to establish call center queues and develop accurate forecasts
- Oversaw resource management to consistently exceed performance targets
- Developed and implemented policies for attendance, metrics, and procedures, significantly boosting service levels and adherence
- Served as a liaison between management and frontline staff, fostering open communication channels that led to increased trust and engagement among team members.
WORKFORCE MANAGEMENT ANALYST
Guardian Protection Services
Tempe, AZ
07.2016 - 06.2017
- Managed call volume and labor resources across inbound, outbound, and workflow operations, surpassing performance expectations
- Coordinated contingency planning with operations during high volume or low availability situations
- Monitored real-time schedule adherence and collaborated with supervisors to resolve issues
- Managed PTO and overtime processes while preparing detailed performance reports
- Optimized workforce scheduling by analyzing historical data and identifying trends.
- Managed time-off requests and shift swaps efficiently, maintaining a fair and balanced schedule for all employees involved.
WORKFORCE ANALYST
Apriva
Scottsdale, AZ
11.2014 - 03.2016
- Maintained service level standards for the inbound call center on daily, weekly, and monthly cycles
- Forecasted staffing requirements and produced daily statistical reports
- Managed break and lunch schedules, supported training initiatives, and contributed to hiring decisions
- Managed overtime, shift swaps, breaks and PTO requests.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Worked with management to develop strategic and tactical plans to meet different requirements.
Education
Some College - Business Administration
Strayer University
Chandler, AZSkills
- Calabrio and Verint expertise
- Workforce management
- Staffing optimization
- Forecasting accuracy
- Workforce planning
- Scheduling optimization
- Service level maintenance
- Schedule compliance
- Performance metrics
- Call center operations
- Process improvement
Timeline
WORKFORCE MANAGEMENT ANALYST
City of Hope
01.2023 - Current
WORKFORCE PLANNING ANALYST
Cenlar FSB
07.2021 - 01.2023
SENIOR WORKFORCE ANALYST
McKesson
01.2019 - 07.2021
WORKFORCE MANAGEMENT ANALYST
GenRx
01.2018 - 11.2018
WORKFORCE MANAGEMENT COORDINATOR
SimonMed
06.2017 - 11.2017
WORKFORCE MANAGEMENT ANALYST
Guardian Protection Services
07.2016 - 06.2017
WORKFORCE ANALYST
Apriva
11.2014 - 03.2016
Some College - Business Administration
Strayer University