Michael Chubbuck
West Allis,WI
Summary
Business and Workforce Management Analyst with extensive experience at USBank, specializing in statistical modeling and performance metrics. Demonstrated success in optimizing scheduling and improving team productivity through strategic project management. Skilled in driving operational enhancements and promoting collaboration to achieve high service standards.
Overview
29
29
years of professional experience
Work History
Business and Workforce management Analyst 5
USBank
West Allis, USA
01.2010 - 01.2023
- Company Overview: call Center
- Responsibilities includes daily Monitoring of 3000-3500 agents, creating daily tasks to advise of hiring opportunities, intraday monitoring, financial information based on ACD information, allocation recommendations
- Performs trend analysis of call center data to project future growth
- Track and analyze call flows, patterns, and service levels
- Performs trend analysis of call center data to project future growth
- Analyze statistical data related to forecasted call volumes
- Create daily intra-day forecasts, weekly forecasts, and monthly forecasts
- Builds forecast variance reporting
- Produce intra-day interval level staffing projections that incorporate forecasted call volume, Average Handle Time (AHT), service levels, and net staffing
- Scheduling and entering exceptions for activities such as training, meetings, and other off-phone activities
- Maintaining new hire schedules and vacation thresholds
- Scheduling overtime, PTO, meeting, and training around forecasted call volume to ensure call center service levels are met
- Monitoring call center activities to ensure service levels are being met and recommend intraday schedule changes to meet service levels
- Maintaining Workforce management software; includes setup of new associates, changes to department and supervisor, and removal of associates upon resignation/termination
- Crafting monthly capacity plans including call volumes, AHT, schedule adherence, availability, shrinkage, Full Time Equivalent (FTE) required, actual FTE, attrition, hiring, and other metrics.
- Call Center
Manager, Fraud Liason Center, Customer Service
Us Bank
West Allis, USA
01.2000 - 01.2010
- Responsibilities included the creation and maintenance of the Fraud Liason Center, Working with project management to create procedures and best practices in a call center background.
- Managed a group of 70-100 people with several direct reports, working closely with backroom areas on a daily basis to maintain quality and guarantee compliance.
- Mentored and trained new employees on company policies and procedures.
- Provided support for customers by addressing complaints quickly and efficiently, displaying exceptional customer service skills.
- Managed daily operations including scheduling and budgeting, and best hiring practices.
- Orientated and trained employees, encouraging confidence and helping individuals adapt faster to job roles.
- Monitored team productivity and performance to support goals.
- Assigned, prioritized, and delegated tasks and responsibility to departmental employees.
- Coached and motivated team, driving sales and delivering exceptional customer service.
- Utilized strong analytical and problem-solving skills to address operational issues.
Corporate trainer, customer service mgr.
Mark Travel Corporation
01.1994 - 01.1999
- Responsibilities included hiring, creating class curriculum, managing training groups of 15-30 students
- As a customer service manager responsibilities included working with satellite offices and managing a group of 25 –30 representatives in a 24 hour call center environment.
Education
Double major - English, Philosophy, Chinese language and literature
University of Wisconsin, Milwaukee
MilwaukeeDouble major - English, Philosophy, Chinese language and literature
University of Colorado, Denver
DenverSkills
- System analysis and root cause analysis
- Information gathering and issue identification
- Customer service management
- Statistical modeling and forecasting
- Performance metrics and workforce planning
- Scheduling optimization
- Software proficiency and budget management
- Data analysis and process improvement
- Problem solving and attention to detail
- Time management and multitasking
- Critical thinking and organizational skills
- Project management and decision making
- Team collaboration and analytical skills
Timeline
Business and Workforce management Analyst 5
USBank
01.2010 - 01.2023
Manager, Fraud Liason Center, Customer Service
Us Bank
01.2000 - 01.2010
Corporate trainer, customer service mgr.
Mark Travel Corporation
01.1994 - 01.1999
Double major - English, Philosophy, Chinese language and literature
University of Wisconsin, Milwaukee
Double major - English, Philosophy, Chinese language and literature
University of Colorado, Denver
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