Douglas Sosa
Nicollet,MN
Summary
Dynamic Workforce Management Analyst with a proven track record at Fidium, excelling in capacity planning and schedule coordination. Expert in enhancing productivity through data analysis and effective communication. Recognized for improving service levels and aligning team performance with strategic objectives, while adeptly managing staffing requirements and resolving issues. 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. Over 5+ years of experience in workforce assessment.
Overview
11
11
years of professional experience
Work History
Workforce Management Analyst
Fidium
04.2019 - Current
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Skilled in bridging communication across all organizational levels—from agents to senior leadership—to align team performance with strategic business objectives.
- Managed overtime, shift swaps, breaks and time off requests.
- Lead improvements in scheduling processes and workflows to enhance productivity and data accuracy
- Produced and updated documents, reports, and tracking spreadsheets using Genesys Cloud and Microsoft Suites.
Call Center Customer Service Agent
Apple Autos
07.2015 - 10.2016
- Responded proactively and positively to rapid change.
- Provided excellent customer care by responding to requests, assisting with automotive selection and inquiries.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Consistently awarded 'Top Dog' for leading monthly performance metrics.
Assistant Manager
McDonald's
10.2014 - 07.2015
- Coordinated daily and nightly shift safety and sanitation procedures for entire restaurant.
- Responded to customer complaints, addressing concerns, and distress with amicable interactions.
- Adhered to corporate efficiency and profitability goals for beverage purchasing and distribution.
- Conducted hands-on training for equipment, demonstrating proper technique and safety protocols.
- Led my team to achieve the highest shift performance results at the location during the annual corporate performance review.
Education
High School Diploma -
New Prague High School
New PragueSkills
- Workforce planning
- Staffing requirements
- Maintaining service levels
- Data collection & Analyst
- Managing schedules
- Analyzing patterns
- Microsoft Excel
- Schedule coordination
- Resolving issues
- Setting schedules
- Capacity planning
- Workforce management
Timeline
Workforce Management Analyst
Fidium
04.2019 - Current
Call Center Customer Service Agent
Apple Autos
07.2015 - 10.2016
Assistant Manager
McDonald's
10.2014 - 07.2015
High School Diploma -
New Prague High School
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