Henry (Hank) Wyard
Boston,MA
Summary
Dynamic workforce management professional with a proven track record at Wayfair, excelling in BPO relationship management and process optimization. Spearheaded a headcount expansion, achieving 90%+ service levels during critical sales events. Proficient in Excel and skilled in stakeholder engagement, driving strategic initiatives that enhance operational efficiency.
Overview
7
7
years of professional experience
Work History
Senior Associate, Workforce Management
Wayfair
Boston, USA
08.2023 - Current
- BPO Strategic Ownership: Led offshore partner relationships, owning strategy, accountability, and performance alignment.
- Operational Scaling: Spearheaded a massive headcount expansion from 265 to 850+ agents while simultaneously managing a 1-million contact increase in SMS volume.
- Process Optimization: Led the structural reorganization of 'Digital' groups into channel-specific profiles to improve planning accuracy for 6.5 million annual forecasted contacts.
- Efficiency Gains: Upskilled offshore partners in high-volume scheduling for 1,000+ employees, redirecting internal focus to high-level strategy and SME consultation.
- High-Stakes Performance: Achieved 90%+ Service Levels (SVLs) during Tier 0 and 1 sales events through proactive modeling.
- Vocal Leadership: Drive weekly stakeholder calls with international partners, proactively addressing performance gaps and ensuring cross-functional alignment.
Scheduling Analyst
Wayfair
Boston, USA
04.2021 - 08.2023
- Effectively planned staffing for over 2,000 agents across North America to handle 6.5 million yearly forecasted contacts.
- Specialized in Digital WFM, increasing digital contacts from 5% to 20% of total customer service volume, significantly improving service reach.
- Delivered business insights to leaders through analyses of workforce service levels, enhancing decision-making processes.
Sales Operations Specialist
Rebound Medical LLC
Boston, USA
12.2018 - 12.2020
- Coordinated sales processes to enhance efficiency and streamline operations.
- Managed CRM systems to ensure accurate data entry and reporting.
- Analyzed sales data to identify trends and support decision-making.
- Managed database of 50,000 patients, ensuring accuracy of insurance paperwork and appointment history.
- Instructed patients on physical therapy equipment usage during 20 in-home appointments weekly.
Education
Data Analytics Career Track Certification - Business Analytics, Data Visualization
Springboard
Boston, MA03.2021
Bachelor of Arts - Communications & Journalism
University of Connecticut
Storrs, CT05.2018
Skills
- Capacity modeling expertise
- Process optimization
- BPO relationship management
- Offshore strategy development
- Excel and SQL capabilities
- Verint/Aspect Software
- Salesforce Knowledge
- Data visualization tools
- Proficient in Microsoft Office applications
- Process improvement
Timeline
Senior Associate, Workforce Management
Wayfair
08.2023 - Current
Scheduling Analyst
Wayfair
04.2021 - 08.2023
Sales Operations Specialist
Rebound Medical LLC
12.2018 - 12.2020
Data Analytics Career Track Certification - Business Analytics, Data Visualization
Springboard
Bachelor of Arts - Communications & Journalism
University of Connecticut