Jonathon Hikade
Lynnwood,WA
Summary
Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Over 10+ years of experience in workforce assessment.
Overview
12
12
years of professional experience
Work History
Senior Workforce Management Analyst
Amazon One Medical
09.2024 - Current
- Crafted Capacity Plans & Forecasts to maintain optimal coverage and service levels for in-office clinical personnel & Virtual Medical Teams
- Worked with management to develop strategic and tactical plans to meet different requirements.
Workforce Management Analyst
Lyra Health
04.2023 - Current
- Enhanced and implemented schedules for ~180 FTE omnichannel contact center
- Established ticketing platform and work tracking for WFM personnel
- Standardized PTO, VTO, and ticketing processes for WFM and Customer Service Leadership
- Lowered cost to serve from $240 per thousand members to $130 per thousand members, a reduction of $500,000 per year.
Workforce Manager & Technology Lead
Beam Benefits
12.2020 - 04.2023
- Built WFM program, hired WFM Analysts
- Ensured customer support team met business objectives and KPIs, ran recurring meetings with C-Suite and Executives to present status on KPIs, staff plans, etc
- Owned staff modeling, forecasting, planning, scheduling, and real-time adherence for omnichannel contact center
- Led and managed tech stack for customer operations department
- Spearheaded transition from Kustomer to Zendesk CRM platform
- Implemented change management and documentation processes.
Resource Planning Analyst, National Resource Planning
T-Mobile
10.2016 - 12.2020
- Accountable for global call center KPI performance
- Real-time management of 30+ lines of business
- Mitigated call queues, controlled call traffic, and coordinated systems/network outages
- Designed real-time tools and reports for leadership.
Workforce Management Specialist
Gerber Life Insurance Company
03.2013 - 10.2016
- Accountable for call center KPI performance
- Directed contact center management on scheduling & rescheduling agents
- Reallocated resources as needed to meet objectives
- Wrote queries, analyzed data, and provided reporting and recommendations to management.
Education
High School Diploma -
Newaygo High School
Newaygo, MISkills
- Contact Centers
- Team Leadership
- Customer Service
- Analysis
- Process Improvement
- Customer Satisfaction
- Management
- CRM Administration
- Workforce Planning
- Statistical modeling
- Determining staffing needs
- Data Analysis
Timeline
Senior Workforce Management Analyst
Amazon One Medical
09.2024 - Current
Workforce Management Analyst
Lyra Health
04.2023 - Current
Workforce Manager & Technology Lead
Beam Benefits
12.2020 - 04.2023
Resource Planning Analyst, National Resource Planning
T-Mobile
10.2016 - 12.2020
Workforce Management Specialist
Gerber Life Insurance Company
03.2013 - 10.2016
High School Diploma -
Newaygo High School
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