Joshua Schnoop
Clearwater,FL
Summary
Dedicated professional eager to create and implement successful strategies to improve organizational efficiency. Adept at utilizing data analysis to provide insights into HR initiatives. Strong communication and interpersonal skills and committed to pursuing best practices related to employee development and retention.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Workforce Management Analyst
Matrix Medical Network
07.2021 - Current
- Core responsibilities include call center forecasting and strategic staff management and planning, conducting research and analysis of staff performance, attendance and identifying opportunities for improvement
- Utilizes a wide array of 3rd party software such as Excel, SQL Server Management Studio, Tableau, Sharepoint, Cisco, Five9, Verint, N.I.C.E, Virtual Observer etc
- To ensure all reporting company wide is up-to-date and trends are properly reported
- Analyzes interaction volumes within the contact center but internally and externally to predict future trends of mixed work activities and campaigns in order to streamline average handle times
- Wrote and approved multiple SOP's for the command center/workforce management team to assist in day-to-day operations and training for future associates and points of reference for senior leadership
- Functioned as a point of contact between the command center and app support teams to ensure the troubleshooting and functionality of various tableau and Microsoft SharePoint reports
- Acted as a beta tester for experimental reports and redesigned reports such as the updating of the no call no show report and ensuring ease of use and optimal functionality.
Quality Support Representative
Matrix Medical Network
09.2020 - 07.2021
- Assisted with writing and approval of inbound, outbound and confirmation team scripts and assisted in constructing an FAQ and SOP's to assist future quality support representatives with coaching and mentoring associates of inbound, outbound and confirmation contact center teams
- Conduct and monitor even out reporting to ensure both company and vendors are achieving audit goals
- Communicate with in-house management and vendors to ensure accuracy of data and reporting
- Audit both live and prerecorded calls to ensure legal compliance and excellent member experience
- Mentor and coach associates from new hires to senior associates to promote growth and success at all levels within the company.
Senior Member Relations Specialist & Operations Leader Assistant
Matrix Medical Network
06.2019 - 09.2020
- Assisted with ensuring associates dialed in appropriate domains to meet business needs
- Monitored stats and track team goals to help associates meet their own personal goals
- Streamlined templates for submitting tickets to clinical services and stat tracking
- Monitored inventory to ensure business needs are met and assisted with daily forecast
- Motivated team and assist operations leader with day to day business
- Assisted the operations leader of the confirmations department with day-to-day activities and meetings.
Assistant Manager/Sales Associate
Jiffy Lube
01.2019 - 06.2019
- Exceeded sales and production goals resulting in over one million dollars in annual profit for my branch
- Acted as store manager during leader's absence and made executive choices for the store branch as required
- Mentored new hires developing staff talents and skill-sets
- Provided outstanding customer service and deescalated customer concerns improving the company's overall reputation.
Lead Service Technician
Tire Kingdom
10.2018 - 01.2019
- Supervised new hires when performing routine task and maintenance
- Organized and participated in team projects
- Helped mentor new hires and coach company procedures and practices while on the job
- Provided outstanding customer service while resolving customer maintenance and repair concerns in a fast paced environment.
Member Relations Specialist/Confirmation Coordinator
Matrix Medical Network
01.2017 - 10.2018
- Mentored new hires through the shadowing program
- Provided outstanding customer service and exceeded company goals and metrics
- Exceeded KPI's and maintained outstanding quality assurance scores throughout tenure
- Provided excellent customer service during outbound calls while making calls for both the confirmations department and the member relations outbound department.
Telecommunications Specialist/Trainer
Think Direct Marketing Group
10.2014 - 01.2017
- Assisted in training new hires, coaching new associates and ensured great customer services
- Assisted management with various test and pilot programs and provided comprehensive feedback
- Utilized the Oracle messaging and reporting system to ensure clear and concise community with both coworkers and leadership
- Utilized various Cisco dialing systems and jabber to perform various business functions.
Education
High school or equivalent -
High School - Home Education
Saint Petersburg, FL09.2014
Skills
- Microsoft Office
- Supervisor
- Sales
- Customer Service
- Training
- Operations management
- Problem solving
- Marketing
- Data analysis
- Tableau
- SQL
- Data analysis skills
- Analytics
- Business analysis
- Workforce Management
- Microsoft SharePoint
- Forecasting
- Communication skills
- Leadership
- Customer service
- Microsoft Excel
- HIPAA
- Computer skills
Certification
- Microsoft Office Specialist, 01/01/19, Present, Certification in all aspects of Microsoft Office and Windows operations
- Business Management, 01/01/20, Present, Certification in operations, business administration & human resources
- SQL Programming - Certificate of Completion, 05/01/21, Present, Certificate of completion obtained through the SQL training course in LinkedIn Learning certified by NASBA, CPE and QAS certifying the individual within basic SQL operation and Microsoft SQL server management operations
- Driver's License, 05/01/17, 05/01/26
Awards
Doctor of Metaphysics, 10/01/20, Honorary doctorate awarded by the universal life church in recognition of outstanding study and contributions to the field of metaphysics within the ministry
Timeline
Workforce Management Analyst
Matrix Medical Network
07.2021 - Current
Quality Support Representative
Matrix Medical Network
09.2020 - 07.2021
Senior Member Relations Specialist & Operations Leader Assistant
Matrix Medical Network
06.2019 - 09.2020
Assistant Manager/Sales Associate
Jiffy Lube
01.2019 - 06.2019
Lead Service Technician
Tire Kingdom
10.2018 - 01.2019
Member Relations Specialist/Confirmation Coordinator
Matrix Medical Network
01.2017 - 10.2018
Telecommunications Specialist/Trainer
Think Direct Marketing Group
10.2014 - 01.2017
High school or equivalent -
High School - Home Education