Jakob Mann
Muldrow,OK
Summary
Workforce Management Analyst with 5+ years of experience supporting remote, compliance-driven operations. Proven background in data accuracy, intraday performance monitoring, reporting, and workflow coordination for large enterprise clients. Known for strong attention to detail , reliable communication, and consistent performance in fast-paced environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
WFM Intraday Team Lead
Foundever (formerly Sykes)
06.2022 - Current
- Lead daily intraday operations to ensure real-time staffing needs are met.
- Oversee team responsible for implementing Voluntary Time Off and Overtime initiatives based on performance trends and call volume forecasting.
- Deliver daily and monthly performance reports including absenteeism, delivery %, service levels, shrinkage, and occupancy.
- Provision new hires with access to client tools and systems; maintain accurate employee data records.
- Manage and update multiple agent rosters with a focus on data accuracy.
- Troubleshoot access and tool issues, ensuring data integrity across platforms.
- Mentored staff, fostering skill development and improving team performance.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
WFM Intraday Analyst
Foundever (formerly Sykes)
11.2019 - 05.2022
- Monitored call volumes and agent availability to recommend real-time staffing actions.
- Utilized prebuilt Excel reporting tools to deliver hourly, daily, and weekly updates.
- Processed schedule and performance data; ensured accuracy and timeliness of data entries.
- Demonstrated strong time management and dependability in a fast-paced remote environment.
- Analyzed data trends to identify operational efficiencies and enhance decision-making processes.
- Led training sessions for new analysts, fostering a culture of continuous improvement and knowledge sharing.
- Generated reports detailing findings and recommendations.
- Collected, arranged, and input information into database system.
Licensed Insurance Agent
Liberty Mutual
04.2019 - 11.2019
- Processed and updated sensitive client data using internal and client-specific tools.
- Delivered policy support services with a focus on accuracy and compliance.
- Managed customer records and ensured documentation adhered to regulatory standards.
- Developed customized insurance solutions to meet clients' diverse needs.
- Provided expert guidance on policy options, ensuring comprehensive coverage for clients.
- Calculated quotes and educated potential clients on insurance options.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Upsold additional products and services after identifying customer needs and requirements.
Call Center Representative
Bank of America
11.2016 - 04.2019
- Resolved customer inquiries through active listening and effective communication techniques.
- Processed high-volume calls while maintaining quality assurance standards.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and backed up other customer service managers.
- Mentored new representatives on call handling procedures and conflict resolution strategies.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
Education
Bachelor of Science - Theater: Acting and Directing
University of Arkansas, Fort Smith
Fort Smith01.2012
Skills
- Strong Written & Verbal Communication
- Data Entry & Validation
- Data Accuracy & Integrity
- Microsoft Office Suite (Excel, Word, Outlook)
- Internal & Client-Specific Tools
- Document & Forms Processing
- SharePoint (basic familiarity)
- Report Generation
- Roster & Schedule Management
- Attention to Detail
- Time Management
- Compliance Standards
- Organizational Skills
- Performance Monitoring
- Conflict resolution
- Coaching and mentoring
- Customer support experience
- Call center customer service
- Inbound phone calls
- Resolving issues
- Call center operations
- Payment processing
- Multitasking
- Reliability
Accomplishments
- Supervised team of 4 staff members.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Certification
Google Cybersecurity 2025
Languages
English
Native or Bilingual
Timeline
WFM Intraday Team Lead
Foundever (formerly Sykes)
06.2022 - Current
WFM Intraday Analyst
Foundever (formerly Sykes)
11.2019 - 05.2022
Licensed Insurance Agent
Liberty Mutual
04.2019 - 11.2019
Call Center Representative
Bank of America
11.2016 - 04.2019
Bachelor of Science - Theater: Acting and Directing
University of Arkansas, Fort Smith