Jack Wayne
Oviedo,FL
Summary
Experienced with capacity planning and resource allocation, ensuring optimal operational efficiency. Utilizes strategic planning to support business objectives and improve processes. Track record of analytical problem-solving and effective collaboration with cross-functional teams.
Overview
22
22
years of professional experience
Work History
Capacity Manager
Alight Solutions, AON Hewitt
06.2015 - 01.2025
- Streamlined capacity management processes, resulting in increased productivity and cost savings.
- Collaborated with cross-functional teams to ensure optimal resource utilization and performance.
- Forecast future staffing needs based on historical data and trends
- Implemented proactive measures to prevent workforce related issues, ensuring uninterrupted service delivery.
- Increased operational efficiency through the development of automated capacity management tools and processes.
- Create and manage employee schedules, vacation request, and employee availability based on demand forecast
- Ensuring adherence to labor laws and regulations in multiple locations regarding overtime, breaks and lunches
- Utilize forecasting tools to generate reports on key associate metrics like attendance, AHT, and schedule adherence
- Analyze performance trends and track employee productivity/KPIs to maximize associate delivery
- Develop creative workforce plans to address anticipated fluctuations in demand
- Present data driven insights to necessary leadership teams to assist with decision making around staffing
Client Manager
Alight Solutions, AON Hewitt
01.2003 - 05.2015
- Delivered exceptional customer service by proactively anticipating client needs and providing tailored solutions.
- Established trust with clients through consistent follow-up and a commitment to understanding their unique business needs.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Implemented new processes to streamline workflow and improve overall efficiency within the team.
- Collaborated with cross-functional teams to identify opportunities for growth and expansion of services offered.
- Trained new employees on company policies, procedures, and best practices, ensuring seamless integration into the team dynamic.
- Led team meetings focused on continuous improvement, fostering an environment of open dialogue and constructive feedback among team members.
- Streamlined internal communication processes, resulting in more efficient collaboration between team members and improved client outcomes.
- Enhanced client satisfaction by effectively addressing concerns and resolving issues in a timely manner.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base; fostering loyalty and long-term partnerships
Education
Bachelor of Science - Business Management
Baruch College
New York, NY06-1993
Skills
- Customer-Centric Mindset
- Service level management
- Demand forecasting
- Data Analysis
- Data-Driven Performance Review
- Capacity planning
- Resource optimization
- Business continuity planning
Timeline
Capacity Manager
Alight Solutions, AON Hewitt
06.2015 - 01.2025
Client Manager
Alight Solutions, AON Hewitt
01.2003 - 05.2015
Bachelor of Science - Business Management
Baruch College
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