Summary
Overview
Work History
Education
Skills
Accomplishments
Summary Of Experience
Timeline
Generic

Jesse Wilson

Capacity Planner
Houston,TX

Summary

Organized and results-oriented Planner excels at seeing big picture and creating plans to achieve business objectives. Adept at leveraging data-driven insights and implementing proactive solutions to deliver cost-effective and timely results. Possesses strong communication, customer service and problem-solving skills.

Overview

22
22
years of professional experience

Work History

Capacity Planner

Molina Healthcare
10.2020 - Current
  • Worked directly with production personnel to resolve production scheduling issues and conflicts.
  • Engaged in both long and short-term project planning, strategizing for on-time, high-quality deliverables.
  • Managed successful day-to-day operations of projects by maximizing productivity from available resources.
  • Provided specialized financial planning support for clients with diverse portfolios and individual needs.
  • Developed comprehensive plans for large-scale projects that involved coordinating multiple teams.
  • Established project goals and objectives by reviewing project initiatives in line with company requirements.
  • Prioritized schedules to meet project goals and overall customer satisfaction.
  • Developed detailed event reports, documenting all aspects of each event.

Senior workforce management analyst

united healthcare
01.2006 - 12.2019
  • Facilitate administrative functions required to maintain accurate and complete employee data
  • Articulate forecast that focus on weekly, monthly, or interval AHT, call volumes, and shrinkage
  • Develop and facilitate CCP’s shift-bids, CCP’s PTO- bids
  • Manage daily absentee reports
  • Provide accurate daily, weekly, and monthly reports
  • Communicate staffing requirements based on volume and AHT forecast to cross-functional teams throughout the company.
  • 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.
  • Pre-screened resumes prior to sending to corporate hiring managers for consideration.
  • Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.

Senior recreation specialist

city of houston
01.2002 - 01.2006
  • Organized and conducted various leisure-time and physical education activities aimed to develop interactive behaviors such as team work, communication skills, and interpersonal skills within the groups
  • Oversaw coaches and instructed indoor and outdoor athletic team events.

Education

COmputer engineering -

University of Houston-Downtown
05.2005

Diploma -

Lamar High School
05.2001

Skills

  • Strong analytical and decision-making skills
  • Excellent interpersonal and motivational skills
  • Ability to prioritize, time management, and meet established deadlines
  • 5 Years NICE IEX
  • Strong attention to detail
  • Ability to manage multiple projects simultaneously

Accomplishments

  • Used Microsoft word and excel to develop a playbook for all lines of business as well as processes on how to update schedules, forecasting, etc

Summary Of Experience

  • 5+ years of real time monitoring
  • 2+ years of generating and releasing schedules to agents
  • 2+ years of generating active forecast
  • 2+ years of reviewing daily Intraday and interval FTE deficits and making adjustments to schedules
  • 3+ years adding and removing agents into IEX and correct management unit (MU)
  • 3+ years of adding PTO allotments and calculating head count for hours allowed per business day for PTO
  • 4+ years of sending Snap report to leadership
  • 4+ years of generating Time utilization reports in IEX
  • 1 year of experience conducting shift bids
  • 2+ years’ experience conducting PTO bids
  • 1 year experience short term forecasting
  • 2+ years of experience in right fax
  • 5+ years of intraday planning
  • 5+ years of web station experience
  • Currently managing and scheduling 125 FTE’s
  • Currently leading leadership contact calls for the Peer 2 Peer LOB
  • 4+ years of Avaya CMS Supervisor experience

Timeline

Capacity Planner

Molina Healthcare
10.2020 - Current

Senior workforce management analyst

united healthcare
01.2006 - 12.2019

Senior recreation specialist

city of houston
01.2002 - 01.2006

COmputer engineering -

University of Houston-Downtown

Diploma -

Lamar High School

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Jesse WilsonCapacity Planner