Summary
Overview
Work History
Education
Skills
Timeline
Generic

Douglas Bell

Dallas,TX

Summary

Insightful Workforce Management Analyst known for unparalleled productivity and efficiency in task completion. Possess specialized skills in data analysis, forecasting workforce needs, and developing scheduling strategies to optimize operational effectiveness. Excel through strong analytical thinking, problem-solving abilities, and communication skills, ensuring seamless workforce management processes.

Overview

22
22
years of professional experience

Work History

Workforce Management Analyst

Louis Vuitton
07.2022 - Current
  • Real-time monitoring via Calabrio and Gynesis to correct agent behavior and drive performance results
  • First line of contact for supervisors and agent technical or routing issues.
  • Calabrio exception reporting and coding to ensure agent adherence accuracy.
  • Approved offline, planned time, real time while continuing to meet directives.
  • Provide Calabrio knowledge feedback to supervisors and agents to educate team on Calabrio rules and Workforce Management strategy.
  • Implemented skillset changes according to request of trainers and management through Genesys.

Workforce Management Analyst

FourCI
10.2021 - 02.2022
  • Real-time monitoring via IEX and VCC to correct agent behavior and drive performance results
  • First line of contact for supervisors and agent technical or routing issues.
  • IEX Workforce Management exception reporting and coding to ensure agent adherence accuracy.
  • Approved offline, planned time, real time while continuing to meet directives.
  • Provide IEX knowledge feedback to supervisors and agents to educate team on IEX rules and Workforce Management strategy.

Workforce Management Analyst

Tech Mahindra
08.2019 - 01.2021
  • Real-time forecasting and analytics using CMS Avaya.
  • Completed 100 agents phone setups and managed via Real Time Adherence
  • First line of contact for internal customers call routing and technical issues
  • Implemented skillset changes according to request of trainers and management through live changes in CMS Avaya.
  • Provided interval hourly reports, highlighting areas of success or areas that needed improvement.
  • Approved offline, planned time, both paid and nonpaid, real time; based on intra-day forecasting vs trends.
  • Managed weekly conference calls reviewing previous week’s agent attendance.

Workforce Management Analyst

NTT Data
10.2018 - 01.2019
  • Real-time forecasting and analytics using Cisco Finesse.
  • Completed 100 agents phone setups and managed via Real Time Adherence
  • First line of contact for internal customers call routing and technical issues
  • Implement skillset changes according to request of trainers and management through live changes in Cisco Finesse.
  • Built internal and external relationships with call center directors to communicate service level impacts.
  • Approved offline, planned time, both paid and nonpaid, real time; based on intra-day forecasting vs trends.
  • Provided managers with monthly agent call stats in addition to any adhoc report request.

Workforce Management Analyst

Citi Financial
Irving, TX
11.2013 - 10.2015
  • Real-time forecasting and analytics using CMS AVAYA, EWFM, and ICM
  • First line of contact for internal customers call routing and technical issues
  • Implement skillset changes according to request of trainers and management through live changes in CMS Avaya and adhoc timed scripts in terminal.
  • Built internal and external relationships with call center directors to communicate service level impacts.
  • Approved offline, planned time, both paid and non-paid, real time; based on intra-day forecasting vs trends.

Loan Administration

Bank of America Home Loans
Plano, TX
07.2011 - 11.2012
  • Reviewed delinquent loans that were transitioning between normal servicing and CRM model.
  • Provided Management with daily forecast of foreclosure database information using Excel
  • Responsible for loan assignments utilizing Workout package and tracking using HomeBase server

Workforce Management

Bank of America
Plano, TX
07.2005 - 07.2011
  • Responsible for analysis, research, and scheduling for the Plano and Amon Carter Call Centers.
  • Utilized IEX and Symposium tools to research call volume and agent behaviors/trends, created call forecasting models, and schedule models.
  • Managed business service level goals by utilizing IEX and Symposium to balance call volume with agent availability.
  • Provided Management with solutions to staffing and daily service affecting issues.
  • Developed, implemented and maintained several Databases for use by Management, CSR’s, and Workforce personnel.
  • Built and maintained skills and CT’s in IEX Database.

Workforce Management

Cingular Wireless
Farmers Branch, TX
10.2003 - 07.2005
  • Oversaw the daily operation of Cingular Wireless Call Center’s production floor.
  • Maintained product and call centers daily service level contractual goals for several site products by utilizing IEX and Symposium to balance the workforce to call volume ratio.
  • Communicated daily product events with Client Service Representatives and Product Managers.
  • Sustained accurate knowledge of current/seasonal product call volumes in order to produce accurate weekly and monthly forecast.
  • Managed the department’s software tools.

Education

Business Administration Technology -

Richland Community College
Dallas, TX

Diploma -

Central High School
Beaumont, TX

Skills

  • Excel
  • Nortel Symposium
  • CMS Avaya
  • Terminal
  • Homesaver Software
  • IEX Workforce Software
  • EWFM Workforce Software
  • Workout Packaging Tracking
  • Cisco Finesse
  • Calabrio
  • Genesys

Timeline

Workforce Management Analyst

Louis Vuitton
07.2022 - Current

Workforce Management Analyst

FourCI
10.2021 - 02.2022

Workforce Management Analyst

Tech Mahindra
08.2019 - 01.2021

Workforce Management Analyst

NTT Data
10.2018 - 01.2019

Workforce Management Analyst

Citi Financial
11.2013 - 10.2015

Loan Administration

Bank of America Home Loans
07.2011 - 11.2012

Workforce Management

Bank of America
07.2005 - 07.2011

Workforce Management

Cingular Wireless
10.2003 - 07.2005

Business Administration Technology -

Richland Community College

Diploma -

Central High School

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Douglas Bell