George Hernandez
Phoenix,AZ
Summary
To obtain a position in a multi-faceted company that can leverage my diverse skills, extensive contact center experience, enthusiasm, and dedication.
Overview
15
15
years of professional experience
Work History
Sr Workforce Analyst - Planning
Ring
Phoenix, AZ
12.2017 - Current
- Optimized schedules, forecasts and other tools to present to management.
- Manage real-time inbound call traffic across multiple contact center locations.
- Perform ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Work alongside global business leader to deploy new training strategies.
- Review staffing reports weekly to ensure need for overtime or restrict off phone activities.
- Create team huddles/meetings, trainings and coaching for all Ring agents.
- Support production, communicate and implementation of service level action plans.
- Develop relationships with leadership and workflow/capacity teams, to include sharing standard methodologies.
Workforce Analyst: Forecasting/Capacity Planning
Cigna
Phoenix, AZ
01.2015 - 12.2017
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Managed overtime, shift swaps, breaks and PTO requests.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Monitored order flows to ensure distribution based on staff availability.
- Conducted inventory forecast and scheduled planning to meet business needs.
- Partnered with business leaders to implement process, system and policy enhancements to improve customer experience and employee engagement.
Business Analyst: Planning and Forecasting
American Express
Phoenix, AZ
05.2011 - 01.2015
- Managed real-time enterprise service level by closely monitoring call center performance and enacting various same day contingencies such as cancellation of phone off-time, soliciting overtime, and reprioritize agent skill priorities.
- Compiled and analyze data from eWorkforce Management, CMS and RTA to use in conjunction with managing network capacity.
- Forecasted call volume and average handle time for five worktypes in eWFM, as well as, call trends analysis, and meeting forecast accuracy goal +/-5 %.
- Created a forecast for short-term, longer-term staffing and call volume.
- Reviewed schedules to review where staffing gaps are located and to create shift bid to cover gaps.
- Set up new employees, process changes to department and supervisors, and remove employees from e WFM software upon resignation/termination.
Real Time Analyst
Toyota Financial Services
Chandler, AZ
09.2009 - 05.2011
Workforce Management Analyst
Humana RightSource
Phoenix, AZ
02.2007 - 09.2009
Education
Bachelor of Science - Marketing
University of Phoenix
Tempe, AZ01.2002
Skills
- 15 years of call center experience
- Creative Solutions
- Capacity Planning
- Workforce Management
- Workforce Planning
- Call Volume Analysis
- Extensive knowledge of WFM software (Alvaria, Real Time Adherence)
- Proven ability to multitask in fast paced environment
- Proven self-starter and team player
- Special Projects
Timeline
Sr Workforce Analyst - Planning
Ring
12.2017 - Current
Workforce Analyst: Forecasting/Capacity Planning
Cigna
01.2015 - 12.2017
Business Analyst: Planning and Forecasting
American Express
05.2011 - 01.2015
Real Time Analyst
Toyota Financial Services
09.2009 - 05.2011
Workforce Management Analyst
Humana RightSource
02.2007 - 09.2009
Bachelor of Science - Marketing
University of Phoenix
Similar Profiles
Sheryl SandovalSheryl Sandoval
Technical Support Representative at RingTechnical Support Representative at Ring
Ronald FinchRonald Finch
Neighbor Solutions Associate at RingNeighbor Solutions Associate at Ring
Omar ShafikOmar Shafik
Technical Support Agent at ringTechnical Support Agent at ring