Summary
Overview
Work History
Education
Skills
Career Overview
Timeline
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Michael Rowe

Michael Rowe

Carlsbad,CA

Summary

Results-oriented achiever with a proven ability to consistently exceed targets and drive success in fast-paced environments. Combining strategic thinking with hands-on experience delivers impactful solutions that enhance organizational performance. Equipped with strong problem-solving abilities, a willingness to learn, and excellent communication skills, poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm. Dynamic individual with hands-on experience in Data and People Analytics possesses a talent for navigating challenges and bringing solving skills and a proactive approach to new tasks. Known for adaptability, creativity, and a results-oriented mindset, committed to making meaningful contributions and advancing organizational goals.

Overview

11
11
years of professional experience

Work History

Head of Analytics

ASML
06.2022 - Current
  • The go-to for HR Reporting, Data governance, analytics, insight analysis, and data integrity
  • Created real-time Power BI Dashboards for Attrition
  • Created a Prediction Model for attrition to forecast future attrition with 95% accuracy
  • Identified top schools for Recruitment and provided insights and analysis on current talent
  • Created an Interactive Dashboard called Talent World that shows each organization inside the company’s health through Performance, Potential, and Succession Planning
  • Created Dashboards with real-time analytics through Spotfire to identify Attrition and Headcount trends
  • Used Predictive Analytics to identify potential Attrition and Diversity within the company
  • Collaborated with the Human Resource Executive Team to provide in-depth analysis and recommendations based on historical and current data.
  • Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
  • Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
  • Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Used critical thinking to break down problems, evaluate solutions, and make decisions.
  • Learned and adapted quickly to new technology and software applications.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Developed custom predictive models to support strategic initiatives, improving overall effectiveness.
  • Translated complex data findings into concise visualizations for easy comprehension among non-technical stakeholders.
  • Evaluated and recommended investments in emerging technologies such as artificial intelligence and big-data platforms, aligning the company's technical capabilities with its long-term goals.
  • Delivered actionable insights for executive-level decision-making, facilitating informed strategy development.
  • Improved data-driven decision-making by implementing advanced analytics tools and techniques.
  • Implemented machine learning algorithms to optimize operations, boosting efficiency levels significantly.
  • Mentored and developed a team of analysts, fostering a culture of continuous learning and professional growth.
  • Collaborated with IT teams to design and deploy robust data infrastructure, ensuring seamless system integration.
  • Ensured data integrity and accuracy through rigorous quality control measures and implementation of best practices.
  • Optimized operational efficiency with the implementation of process improvements based on analytical insights.
  • Enhanced business performance through the development of comprehensive data strategies and roadmaps.
  • Standardized reporting templates across all departments, ensuring consistency in metrics tracking and evaluation, resulting in higher levels of inter-departmental collaboration.
  • Aligned analytic activities to overall business strategy to drive the direction of teams, projects, and processes.
  • Streamlined data collection processes, reducing redundancy and improving overall data quality for more accurate analysis.
  • Spearheaded innovation in analytics capabilities through constant research on new technologies and their applications in business contexts.
  • Managed complex projects with multiple stakeholders to implement analytics solutions within tight deadlines.
  • Compiled, cleaned, and manipulated data for proper handling.
  • Analyzed large datasets to identify trends and patterns in customer behaviors.
  • Developed polished visualizations to share the results of data analyses.
  • Ran statistical analyses within the software to process large datasets.
  • Improved data collection methods by designing surveys, polls, and other instruments.
  • Modeled predictions with feature selection algorithms.
  • Devised and deployed predictive models using machine learning algorithms to drive business decisions.

Senior Manager, Analytics

AppFolio
11.2021 - 06.2022
  • Created a fully functioning Workforce Management/Analytics Team for the company
  • Developed and Presented Short-Term & Long-Term Staffing Models
  • Provided Daily, Weekly, Monthly, and Annual Analysis for productivity, staffing, and budget
  • Created a long-term ramp plan for a year-over-year look at staffing and cost
  • Worked directly with a BPO to provide real-time analysis of the contact center
  • Collaborated with multiple divisions to provide in-depth analysis on creating a better model for their teams
  • Point person for AppFolio for all analytical problem-solving models requested by teams inside the company
  • Communicated & collaborated with V.P.s and Directors to strategize on upcoming launches
  • Led weekly presentations on past data and future forecasts
  • Led weekly problem-solving meetings to work through future goals and projects.
  • Provided strong leadership to enhance team productivity and morale.
  • Led cross-functional teams to achieve project milestones and deliver high-quality results.
  • Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
  • Improved team performance by providing comprehensive training and fostering a collaborative work environment.

Supervisor, Workforce & Operational Analytics

Medtronic
05.2018 - 11.2021
  • Forecasting and Scheduling for 350 Agents across multiple divisions
  • Administrative expert in Verint 11.1, 15.1, and CMS Supervisor
  • Provided metrics, KPIs, and real-time analytics and reports using SQL
  • Created a Capacity Model forecasting- Staffing, Overtime, Service Level, and ASA from May 2019 to April 2020
  • Created a plan for senior leadership explaining staffing levels and hiring needs based on the efficiency of the current call center
  • Onboarded 200 agents on learning Engagement Management Software and Verint 11.1 and 15.1
  • Real-time Intraday updates and communicating to Leadership Call Center needs
  • Project Lead for CGEN4 Transition to EM and SAP
  • Managed a Team of 8 Analysts- providing bi-weekly one-on-one feedback and mid-year/annual reviews
  • Led weekly NetStaffing Meetings with Customer Service Management to discuss upcoming Forecasts, Schedules, and Service Levels.

Senior Workforce Management Analyst

Blue Cross Blue Shield of Massachusetts
11.2013 - 04.2018
  • Statistical analysis of call volume for an entire call center of 250 associates
  • Forecasted total call volume for future months, weeks, and days
  • Provided multiple reports to keep senior leadership updated on all activities that are going on in the call center
  • Created Excel spreadsheets breaking down metrics by day, month, and year
  • Managed breaks, lunches, and off-phone activities through the IEX system
  • Worked alongside senior leaders to provide best practices for making call centers more efficient
  • Created daily Intraday reports for all of the leadership in the call center
  • Helped in the production of adding more departments that Workforce Planning was overlooking
  • Acted as the liaison for all analysts and managers in the workforce planning department with all leadership in the call center.
  • Mentored junior analysts on best practices in workforce management analytics techniques.
  • Overhauled outdated reporting systems, introducing modern tools that increased data accuracy and accessibility.
  • Enhanced productivity with streamlined processes for staff allocation and workload management.
  • Coordinated closely with department heads to align workforce needs with business objectives.

Education

Master of Science - Software Engineering/Data Analytics

Brandeis University
Waltham, MA
02.2025

Bachelor of Science - Criminal Justice - Counterterrorism

Southern New Hampshire University
Manchester, NH
05.2019

Bachelor of Science - Molecular Biology

University of Massachusetts, Dartmouth
North Dartmouth, MA
05.2007

Skills

  • Microsoft Office
  • Microsoft Word
  • Microsoft Excel
  • Microsoft Outlook
  • Power BI
  • R Programming
  • Workday
  • ServiceNow
  • PowerPoint
  • Access
  • Google Analytics
  • Business Intelligence
  • Report Generation
  • Predictive Analytics
  • Statistical modeling
  • Data Quality Assurance
  • Tableau Software
  • Data Analysis Expertise
  • Advanced SQL skills
  • JavaScript
  • Verint
  • IEX
  • CMS
  • Active Listening Skills
  • Analytics expert
  • Customer service expert
  • Computer Systems expert
  • Adaptive team player/leader
  • Courteous demeanor
  • Critical thinking
  • Analytical thinking
  • Computer applications/systems skills
  • Reliable
  • Client relations
  • Python Programming

Career Overview

Dedicated People Analytics, Workforce Analytics, Data Analytics, and HR Analytics Manager; motivated to maintain operational satisfaction and contribute to company success. I have a strong ambition to maintain perfection and to meet/exceed all expectations laid out for me. Exceptional problem-solving skills and outside-the-box thinking to achieve and exceed expectations.

Timeline

Head of Analytics

ASML
06.2022 - Current

Senior Manager, Analytics

AppFolio
11.2021 - 06.2022

Supervisor, Workforce & Operational Analytics

Medtronic
05.2018 - 11.2021

Senior Workforce Management Analyst

Blue Cross Blue Shield of Massachusetts
11.2013 - 04.2018

Master of Science - Software Engineering/Data Analytics

Brandeis University

Bachelor of Science - Criminal Justice - Counterterrorism

Southern New Hampshire University

Bachelor of Science - Molecular Biology

University of Massachusetts, Dartmouth

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Michael Rowe