Joseph Mahr
Urbandale,IA
Summary
Results-driven Workforce Management Analyst recognized for enhancing productivity and operational efficiency through effective task management. Proficient in a diverse array of software and systems, with a strong emphasis on data analysis and process optimization. A dedicated professional known for adaptability and a proactive approach to problem-solving. Seeking to leverage expertise in workforce analytics to drive organizational success.
Overview
20
20
years of professional experience
Work History
Senior Analyst
Mercer - Marsh & McLennan / Aptia
08.2019 - 01.2025
- Cross-trained in real-time and scheduling duties, including generating and optimizing schedules, updating required changes, overseeing PTO requests, analyzing data to offer time for meetings or training, and BC skilling optimization.
- Gained familiarity with multiple systems, including Verint, Five9, Qlik, Whendu, Nice, and IEX.
- Assisted with training new hires and process improvements.
- I have worked closely with capacity planners and line-of-business leaders on information gathering and offline optimization.
- Created and designed business intelligence databases, spreadsheets or outputs.
- Provided technical support for existing reports, dashboards or other tools.
- Collaborated with IT teams on new tools and technologies.
- Assessed programs to identify risks or problems to determine appropriate responses.
- Generated standard or custom reports summarizing business.
Team Lead
Mercer - Marsh & McLennan
08.2014 - 08.2019
- Coordinated daily operations, ensuring team adherence to company policies and procedures.
- Identified opportunities for process improvements, implementing changes when required.
- Handled escalated call center issues and collaborated with other business areas to resolve billing, claims, or coverage concerns.
- Completed Process Improvement Yellow Belt training and project submission.
- Offered training and support to keep team members motivated and working toward objectives.
- Worked with multiple departments to ensure quality service from the line of business.
- I ran team huddles and meetings, created agendas, and kept meetings on track.
- Monitored the team in real time and assisted with questions and/or issues.
Customer Service Representative
Mercer - Marsh & McLennan
09.2013 - 08.2014
- Phone representative, with an emphasis on customer satisfaction.
- Consistently exceeded department metric goals.
- I took on additional duties, such as carrier error corrections, mentoring, and correspondence duties.
- Built system templates for client-specific information to drive a conversion of internal knowledge systems
- Cross-trained to assist a second call center during peak call periods.
Collection Associate
CBE Group
08.2004 - 06.2013
- Achieved or exceeded company performance expectations
- Mentored teammates and assisted with questions or problems
- Maintained compliance with FDCPA, TCPA, HIPPA
Education
Iowa State University - Philosophy and Accounting Major
Iowa State University
Ames, IASkills
- Workforce management tools
- Microsoft Excel
- Schedule optimization
- Report generation
- Setting schedules
- Maintaining service levels
- Multitasking
- Computer skills
Timeline
Senior Analyst
Mercer - Marsh & McLennan / Aptia
08.2019 - 01.2025
Team Lead
Mercer - Marsh & McLennan
08.2014 - 08.2019
Customer Service Representative
Mercer - Marsh & McLennan
09.2013 - 08.2014
Collection Associate
CBE Group
08.2004 - 06.2013
Iowa State University - Philosophy and Accounting Major
Iowa State University
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