Fred J. Martino
El Paso,TX
Summary
Experienced Workforce Analyst skilled in data collection, evaluation, and analysis for proactive schedule and strategy optimization. Demonstrates exceptional organizational skills and a strong aptitude for critical thinking, problem-solving, and strategic planning. Possesses 16+ years of expertise in workforce assessment, ensuring comprehensive knowledge of industry best practices.
Overview
12
12
years of professional experience
Work History
Senior Workforce Management Analyst
Datamark Inc.
05.2021 - Current
- Achieved 32 consecutive months of exceeding service levels, always surpassing performance targets
- Systematic forecasting, reporting, and real time tracking of contact center personnel
- Innovative use of Power Automate, Excel VBA, and MS Access for automation of reporting processes
- Creation of Power BI Dashboard that visualizes all agent and call center performance metrics
- Implementation of a Power Apps form to collect and track attendance exceptions
- Meticulous assembly of periodic KPI reporting, client invoice and headcounts at 99% accuracy
- Detailed creation of SOP Documents of all reporting and automation processes to facilitate training and transitioning of workforce personnel
- Mentored junior analysts on best practices in workforce management analytics techniques.
- Overhauled outdated reporting systems, introducing modern tools that increased data accuracy and accessibility.
- Designed forecasting models to predict future workforce requirements based on historical data and trend analysis.
- Provided real-time support during high-volume periods, ensuring adequate staffing levels and minimizing wait times.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
Workforce Planning Analyst
Full Beauty Brands
09.2019 - 05.2021
- Developed automation solutions using Excel VBA reducing reporting time by 4 hours daily and increasing reporting efficiency and accuracy by 60%.
- Simplified real time tracking of Call Center Metrics using improved scripting and custom reporting tools.
- Streamlined Package tracking processes for shipping saving hundreds of hours spent tracking shipments.
- Optimized schedules, forecasts and overtime tracking using Verint workforce software.
- Leveraged advanced analytics tools for improved insights into workforce dynamics, leading to more informed decision making.
National Workforce Manager
LTD Direct Marketing Inc.
06.2015 - 09.2019
- Oversee all workforce functions for multi-site workforce team
- Performed forecasting, reporting, tracking, scheduling and onboarding for all inbound and outbound contact centers
- Mentor for ten direct reports at three locations administering twenty plus client projects
- Development, implementation, and administration of a multi-user SQL Workforce database that creates schedules, and tracks events, for all centers
- Creation of interactive data driven Intranet web site using 30+ Active server pages
- Monitored call traffic flow for multi-site project using Web NMS to control call allocation between sites
- Optimized staffing levels by analyzing historical data and forecasting future trends, ensuring appropriate coverage during peak hours.
- Reduced employee turnover rate by designing effective retention strategies that addressed common pain points.
Operations Manager
Mileage Plus Inc.
10.2012 - 06.2015
- Responsible for all Telecom operations of over 200 seat in-bound Contact Center
- Mentorship of a four-member team of Operations Specialists tracking vacation, unpaid time off, maintaining service levels and real-time staffing needs
- Administration of Avaya G3SI phone switch with EAS, ACD, CMS, Centre-Vu Version 8.0, 2 Avaya Conversant and Voice Mail System
- Scheduling and Call Forecasting using workforce management software
- Creation and implementation of shift and vacation bids for all Contact center agents
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
Education
Bachelor of Science - Psychology, Minor in Statistics and Film History
Arizona State University
Tempe, AZ05.1979
Skills
- Contact Center Management
- Service Level Management
- Advanced Skills in Microsoft Office Applications
- Access Database Development
- Excel Data Analysis Using Charts, Graphs, Pivot tables, and Power Query
- Methodological Research Expertise
- Experienced with Microsoft Fabric
- Skilled in Power Automate Solutions
- Power BI Dashboard Development
- Microsoft PowerPoint Proficiency
- Power Query Expertise
- Avaya Centre-Vu Supervisor
- Custom Reporting
- Avaya PBX admin
- Workforce Software including Aspect, Calabrio, Genesys, and Verint
- Salesforce
- Data driven Call forecasting
- Staffing plans and real time adjustments
- Data analytics
- Regression analysis
- Problem solving
- Presentation skills and Communication skills
- Multi-tasking and Handling tight deadlines
- Scheduling optimization
- Statistical modeling
Accomplishments
- Redesigned reporting and dashboard automation, reducing reporting time by 35% and improving accuracy by 45% through the integration of MS Excel VBA, MS Access, MS Power Automate, MS Power BI, and Avaya CMS scripts.
- Formed and leadership of a team that improved call center service levels while reducing unnecessary staffing, saving $750K+ in payroll cost.
- Steered and mentored a multi-site team of Workforce analysts that were responsible for staffing, scheduling, reporting, and tracking of all call center staff for centers located in three US states.
- Smashed service level agreements for a Department of Labor program for over 36 consecutive months.
- Designed, coded, and implemented a SQL server Workforce Database application which optimized Agents schedules, and created agent KPI reporting for up to 20 client projects and over 500 full and part-time agents.
Timeline
Senior Workforce Management Analyst
Datamark Inc.
05.2021 - Current
Workforce Planning Analyst
Full Beauty Brands
09.2019 - 05.2021
National Workforce Manager
LTD Direct Marketing Inc.
06.2015 - 09.2019
Operations Manager
Mileage Plus Inc.
10.2012 - 06.2015
Bachelor of Science - Psychology, Minor in Statistics and Film History
Arizona State University
Similar Profiles
Fernanda RamirezFernanda Ramirez
Customer Service Representative at DATAMARK Inc.Customer Service Representative at DATAMARK Inc.
Vanessa CaroVanessa Caro
CSR III at DATAMARK Inc.CSR III at DATAMARK Inc.
Dhatchayaini MDhatchayaini M
Data Processor at Datamark ProdaptData Processor at Datamark Prodapt