Kevin Coates
Austin,TX
Summary
I am a highly motivated employee with a keen desire to embrace new challenges. I possess a strong work ethic, adaptability, and exceptional interpersonal skills. Proficient at working effectively without constant supervision, I am adept at swiftly mastering new skills.
Overview
6
6
years of professional experience
Work History
Partner Operations Performance Analyst
Meta
Austin
03.2022 - 08.2023
- Prepare and deliver periodic executive-level reports on global partner performance, agents new hire status, agents' productivity, and queue analysis
- Documented research findings and prepared polished reports highlighting results and potential improvement strategies
- Create KPI metrics and build/maintain databases/automations for reporting and analytics
- Accurately forecast production hours, staffing levels, and resourcing needs, and convert them to Productive Hours to enable operations teams to achieve strategic goals.
- Maintained relationships with key stakeholders, clients, and customers to ensure satisfaction with services provided.
- Analyzed data from various sources in order to identify areas of improvement within the organization's processes or procedures.
Vendor Scheduling Specialist
Meta
Austin, TX
08.2019 - 02.2022
- Collaborated with senior and department leaders to develop and implement workforce plans
- Developed new-hire training materials regarding all attendance and schedule matters
- Responsible for creating scheduling procedures and deliverables
- Assisted in employee hiring and interview processes.
- Analyzed vendor performance data to identify areas for improvement or cost savings opportunities.
- Resolved conflicts between vendors and internal stakeholders in a timely manner.
- Created reports summarizing key metrics related to vendor activities.
- Managed day-to-day communications with multiple vendors simultaneously.
Forecast Analyst
Spectrum
Austin, TX
04.2017 - 08.2019
- Analyzed budgets and implemented action plans to rectify issues
- Provided eWFM reports to upper management
- Responsible for forecasting and maintaining Intra-Day Performances.
- Analyzed historical data, identified patterns and created statistical forecasts of future sales performance.
- Monitored economic indicators and external factors that could impact forecasts.
- Collaborated with cross-functional teams to ensure accuracy of forecasts.
- Created detailed presentations outlining key insights from forecasting analysis for executive review.
- Performed ad hoc analyses as needed in response to changing business conditions or unexpected events.
Education
Bachelor of Science: Computer Networking and Telecommunications -
DeVry University
06.2005
Skills
- Data management
- Strategic Planning
- Talent Recruitment
- Operations Management
- Customer Relationship Building
- Team Collaboration
- Analytical Thinking
- Task Prioritization
- Problem-Solving
- Microsoft Office Applications
- Forecasting & Reporting
- Tableau
- Workforce Planning
- ASPECT (ewfm)
- Data Verification
References
References available upon request.
Timeline
Partner Operations Performance Analyst
Meta
03.2022 - 08.2023
Vendor Scheduling Specialist
Meta
08.2019 - 02.2022
Forecast Analyst
Spectrum
04.2017 - 08.2019
Bachelor of Science: Computer Networking and Telecommunications -
DeVry University