Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
Generic

Doyle Sullivan

Fort Worth,TX

Summary

Workforce Management Analyst with extensive experience at Teladoc, specializing in call volume forecasting and staffing optimization. Demonstrated success in enhancing productivity through strategic scheduling and targeted training initiatives, resulting in measurable operational improvements. Recognized for mentoring capabilities, fostering team development, and driving performance excellence.

Overview

16
16
years of professional experience

Work History

Workforce Management Analyst

Teladoc
Lewisville, Texas
09.2015 - Current
  • Orchestrated comprehensive workforce management strategies, including meticulous scheduling, break/lunch planning, and PTO calendar maintenance, to optimize call center efficiency and resource allocation.
  • Developed and maintained a robust employee database using IEX (Totalview) to ensure optimal staffing levels, and accurate coverage of call volume forecasts.
  • Conducted an in-depth analysis of PTO submissions, making data-driven approval and denial decisions to minimize operational impact and maintain service levels.
  • Spearheaded the identification and resolution of system-related issues, collaborating effectively with site technicians to ensure seamless operations.
  • Monitored and optimized the Five9 calling platform, maximizing agent productivity, and ensuring precise call routing for various workflows.
  • Implemented a proactive attendance monitoring system, generating comprehensive reports and alerts for supervisors to address potential performance concerns promptly.
  • Provided thorough training to all new hires on the Five9 calling platform and IEX Agent Web Station, ensuring rapid onboarding and proficiency.
  • Trained incoming Workforce Analysts on IEX, Five9, and established workforce management processes, fostering a highly skilled team.
  • Performed ongoing, regular analysis to determine optimal schedule efficiency across seasonal, monthly, weekly, daily, and interval levels, driving continuous improvement.
  • Monitored daily call center service levels and productivity, providing actionable recommendations for schedule adjustments to consistently achieve service goals.

Dialer Administrator 1

Nationstar Mortgage
Lewisville, Texas
11.2013 - 09.2015
  • Managed and optimized daily dialer operations, including job creation, selection, and real-time monitoring of agent activity via a web-based application (Surfer), ensuring peak outbound calling efficiency.
  • Utilized Campaign Monitor and Campaign Editor for strategic job selections, contributing to enhanced campaign performance and call center productivity.
  • Proactively identified and resolved system issues related to dialer functionality, collaborating with site technicians to minimize downtime, and maintain operational continuity.
  • Leveraged SQL and Access databases to build and process jobs for daily operations, and manage call integration, demonstrating strong technical proficiency.
  • Verified call routing logic for all departments, from toll-free numbers to IVR, to prevent call routing failures, and optimize overall call efficiency.

Business Analyst II

Ocwen Loan Servicing / GMAC Rescap
Coppell, Texas
08.2011 - 11.2013
  • Provided essential administrative support to directors, managers, and supervisors across two data centers, with approximately 450 associates, fostering efficient departmental operations.
  • Developed and maintained a comprehensive employee database using IEX (Totalview), ensuring precise staffing, and efficient coverage of call volume forecasts.
  • Coordinated and scheduled critical training sessions, meetings, and one-on-one performance reviews for all agents to enhance job performance and development.
  • Systematically addressed and resolved system-related issues, coordinating effectively with site technicians to ensure continuous operational integrity.
  • Collaborated with management to devise and implement solutions for agent movements and terminations within web-based applications (Epro), streamlining HR processes.

Business Process Analyst 1 – Foreclosure Sales Review

GMAC Rescap
Dallas, Texas
01.2011 - 08.2011
  • Generated comprehensive reports on foreclosure sales status, integrating data on completed items, prioritization, and projected forecasts.
  • Facilitated cross-functional communication with external teams to ensure a cohesive and holistic approach to complex tasks.
  • Conducted rigorous due diligence on loans eligible for foreclosure sales, ensuring strict adherence to established processes and compliance standards.
  • Identified operational challenges, and proactively developed strategic action plans for effective resolution.
  • Demonstrated exceptional analytical skills by identifying underlying and hidden challenges through thorough investigation, contributing to process improvement.

Team Lead

GMAC Rescap
Dallas, Texas
05.2010 - 12.2010
  • Managed and mentored internal team members, effectively addressing their needs and concerns, while maintaining clear communication with management.
  • Provided targeted, on-the-job coaching to reinforce training, empowering team members to optimize their work processes and efficiency.
  • Significantly enhanced employee quality assurance through individualized training sessions, directly contributing to improved performance metrics.
  • Conducted monthly deal audits for accurate reporting purposes, ensuring data integrity, and compliance.
  • Actively participated in government programs aimed at reducing delinquency, contributing to the company's financial stability, and strategic objectives.

Loan Counselor

GMAC Rescap
Dallas, Texas
04.2009 - 04.2010
  • Provided exceptional customer service to clients with delinquent accounts, demonstrating empathy, and problem-solving skills.
  • Guided homeowners through the intricate loan modification process, ensuring thorough completion and understanding of the requirements.
  • Successfully negotiated and established repayment and forbearance plans, offering viable solutions to mitigate financial hardship for borrowers.
  • Consistently exceeded quality standards and expectations, maintaining an average quality score of 97%.
  • Achieved and surpassed monthly performance goals, earning consistent incentives as a result of strong performance.

Education

Business Management - Business

Howard Payne University
Brownwood, TX
05-1985

Business Management - Business

Texas Woman’s University
Denton, TX

Business Administration - Business Management, Mortgage Customer Service Interpersonal

Dallas Baptist University
Dallas, TX

Skills

  • Microsoft Office Suite
  • Call volume forecasting
  • Workforce scheduling and planning
  • Problem solving and issue resolution
  • Staffing optimization
  • Training and mentoring

Affiliations

  • My passion for singing ignited at age seven and has since blossomed into a professional career, yielding two albums and countless performances in musicals and on stage. I've also had the rewarding experience of conducting orchestras and choirs.
  • Beyond music, my interests include golf, fitness, and quality time with my family.

References

References available upon request.

Timeline

Workforce Management Analyst

Teladoc
09.2015 - Current

Dialer Administrator 1

Nationstar Mortgage
11.2013 - 09.2015

Business Analyst II

Ocwen Loan Servicing / GMAC Rescap
08.2011 - 11.2013

Business Process Analyst 1 – Foreclosure Sales Review

GMAC Rescap
01.2011 - 08.2011

Team Lead

GMAC Rescap
05.2010 - 12.2010

Loan Counselor

GMAC Rescap
04.2009 - 04.2010

Business Management - Business

Howard Payne University

Business Management - Business

Texas Woman’s University

Business Administration - Business Management, Mortgage Customer Service Interpersonal

Dallas Baptist University

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