Summary
Overview
Work History
Education
Skills
Program/Software Skills
Timeline
Work Availability

Durell Finney

East Orange,NJ

Summary

Possesses 15+ years experience in both hospitality and administrative positions with strong focuses on attention to detail and being a team player. From 2012 to 2016 I worked as the hospitality manager for the Bistro Fidelco Group; my responsibilities included scheduling, interacting with vendors, staff training, invoicing, etc. Upon leaving Bistro Fidelco I began working with HelloFresh starting in 2017 in their customer service department to better understand the business model. After 1 year I was selected to participate in the fast track program for the development of the Workforce Management program where I remained till 2024.

Overview

12
12
years of professional experience

Work History

Workforce Management Analyst

HelloFresh
03.2017 - 08.2024
  • Developing accurate short-term and long-term forecasts of workload and staffing requirements for 3 to 6 months in advance.
  • Monitor adherence to schedules and make real-time skill adjustments as needed (voice, chat, and email) within 4 BPO's simultaneously to maintain SLA's.
  • Generate daily/weekly reports on key performance indicators (KPIs) such as occupancy and agent utilization. As well as service level agreements (SLA's) with postmortom analysis of the various channel intraday reports to provide a higher level overview to all steakholders.
  • Utilize workforce management software and tools to extract and analyze data. (Genesys, Aspect, Alvaria )
  • Monitor real-time adherence, taking immediate action to address which was often done by reaching out within the Slack channels; to report any deviations that would cause the service level agreements (SLAs) to drop below goal.
  • Manage intraday staffing adjustments, including overtime, voluntary time off (VTO), and schedule changes.
  • Communicate effectively with team leaders and agents regarding real-time performance and schedule updates.
  • Participated in cross-functional initiatives to optimize performance while maintaining high QA scores within the multiple business process outsourcing (BPO's).

Hospitality Manager

Bistro Fidelco
11.2012 - 12.2016
  • Increased customer service ratings significantly through personable service.
  • Filed incident reports and handled inappropriate behavior to document problems and disturbances.
  • Scheduled work hours for 15 to 20 employees to achieve adequate coverage in front and back of house.
  • Communicated with vendors regarding order availability, future inventory and special orders.
  • Provided a personalized experience to generate loyal clientèle from the neighboring businesses (Rutgers Business School, Audible, and other businesses in the vicinity).
  • Handled daily flow of paperwork and phone calls while maintaining proper accounting with invoicing and cost concerns.
  • Facilitated contracts between vendors and building maintenance, trained staff, created schedules.

Education

Some College (No Degree) - Business Marketing

Berkely College , Woodland Park, NJ

Skills

  • Developing accurate short-term and long-term forecasts of workload and staffing requirements
  • Monitor adherence to schedules and make real-time adjustments as needed
  • Generate daily reports on key performance indicators (KPIs) such as service level, occupancy, and agent utilization As well as service level agreements (SLA's) with post mortem analysis of the various channel intraday reports
  • Utilize workforce management software and tools to extract and analyze data (Genesys, Aspect, and Alvaria)
  • Monitor real-time adherence and service levels, taking immediate action to address any deviations that would cause the service level agreements (SLAs) to drop below goal
  • Manage intraday staffing adjustments, including overtime, voluntary time off (VTO), and schedule changes
  • Communicate effectively with team leaders and agents regarding real-time performance and schedule updates
  • Participated in cross-functional initiatives to optimize performance while maintaining high QA scores within the multiple business process outsourcing (BPO's)

Program/Software Skills

  • Google Workspace ( Docs, Sheets, Slides, Meet, Chat, Gmail )
  • Microsoft 365 ( Excel, Word, Power Point, Outlook )
  • Aspect / Alvaria ( creating and editing schedules, monitoring schedule adherence )
  • Genesys ( ACD, Analytics and reporting, IVR, and Workforce Engagement )

Timeline

Workforce Management Analyst - HelloFresh
03.2017 - 08.2024
Hospitality Manager - Bistro Fidelco
11.2012 - 12.2016
Berkely College - Some College (No Degree), Business Marketing

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Durell Finney