Mitchell Fehrman
Burlington,KY
Summary
Senior management professional, bringing 10+ years of strategic leadership and operational excellence to drive organizational success. Skilled in project management, team collaboration, and process optimization with keen focus on achieving results. Adept at navigating complex challenges, fostering culture of accountability, and adapting to evolving business needs. Known for strong decision-making, effective communication, and building high-performing teams.
Overview
10
10
years of professional experience
Work History
Senior Manager/Director
Veteran Evaluation Services
2024.04 - Current
- Developed strategic initiatives to streamline operations and increase client satisfaction.
- Led cross functional analytic teams and managers in a remote multi time zoned department
- Analyzed data trends and delivered actionable insights to multiple C-suite executives each week.
- Implemented performance metrics to assess program effectiveness and drive continuous improvement.
- Analyzed data trends to inform decision-making and optimize resource allocation.
- Spearheaded training programs, ensuring staff proficiency in evaluation methodologies and compliance standards.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Led ETL initiatives to transfer data from legacy systems into modern applications such as Oracle Fusion, Salesforce, Snowflake, and Qlik, enhancing data accessibility.
- Designed and executed training data creation protocols for over 2000 employees to support workforce development.
Security Analytics Manager
Huntington Bank
2023.04 - 2024.04
- Facilitated leadership and professional growth opportunities to enhance capabilities of security analytics division.
- Developed and implemented training strategies to ensure new hires effectively integrate into security analytics team.
- Directed and supported a multifaceted workforce to enhance team performance and development.
- Managed Tableau integration processes to bolster security analytics capabilities in fraud risk management and cybersecurity initiatives.
- Presented comprehensive analytical insights to executive board weekly to inform and guide organizational strategies leading to 28% reduction in fraud.
Tableau Analytics Manager
PRASCO
2022.04 - 2023.04
- Designed and implemented dashboards to identify and capitalize on business opportunities within the pharmaceutical sector.
- Directed analytics team to enhance skills in Tableau while promoting overall professional development through servant leadership.
- Collaborated with corporate team to demonstrate data visualizations aimed at identifying pharmaceutical opportunities and mitigating risks.
- Analyzed and refined dashboard architecture to decrease load times by more than 50%.
- Streamlined server resources in Tableau to enhance dashboard performance and operational efficiency.
Business Analyst/Tableau Developer
Western Southern
2020.04 - 2022.04
- Executed comprehensive development and ongoing maintenance of all Tableau dashboards, ensuring accurate and timely data insights.
- Developed SQL queries for dashboard creation and ensured data warehouse integrity across Microsoft SQL, Salesforce, and Oracle databases.
- Collaborated with stakeholders to define and document requirements for call center initiatives.
- Formulated call center metrics for RTA SLA and abandonment percentage by evaluating existing performance against established expectations.
- Developed and executed cross-training strategies for staff to ensure skill diversification and maximize return on investment in departmental salaries.
- Served as primary point of contact for stakeholders and IT department, fostering collaboration and understanding of technical requirements.
- Earned employee of the quarter in 2020(Q4), and Employee of the year for entire company in 2020(over 1,000 qualified employees)
- Earned multiple certifications in Tableau through the University of Cincinnati
- Business Lead for projects that gave $400,000 in soft money gains in 2021
- Active participant in company Business Analyst and Project Management COP's
- Formulated comprehensive staffing forecasts to ensure optimal resource allocation in life insurance call center operations.
Workforce Management Lead
Western And Southern Life
2016.06 - 2020.04
- Developed and modified schedules to enhance operational efficiency and maintain high service standards across four departments.
- Crafted detailed instructional materials to ensure new employees understand attendance guidelines, SLA requirements, RTA processes, and forecasting methodologies.
- Designed scheduling framework to optimize live call management, ensuring adherence to 80/90 service level agreements.
- Received Employee of the Quarter award in Q3 2019, reflecting dedication to team success and organizational goals.
- Enhanced operational efficiency through strategic workforce allocation based on comprehensive data analysis and forecasting.
- Compiled and updated all WFM reports, analyzing multiple metrics to support workforce management strategies.
- Coordinated discussions between team members and upper management to facilitate the resolution of personnel concerns and the implementation of process improvements.
- Facilitated skill-building sessions and coaching initiatives for workforce management team personnel.
- Constructed and refined forecasting models, aligning predictions with live results to achieve 95% accuracy.
- Conducted comprehensive analysis of seasonal patterns in call center performance to optimize staffing levels and enhance operational efficiency.
Education
B.A. In Political Science -
Malone University
Canton, OH08.2013
Skills
- Thorough knowledge of multiple telephony systems such as Oracle, Salesforce, and Genesis
- Advanced understanding of call center metrics and WFM objectives
- Advanced SQL writing abilities with MicrosoftSQL
- Advanced Skills in Microsoft Office, Power Point, & Excel
- Negotiation and Conflict Resolution
- Coaching/Managing through Servant Leadership Techniques
- Superior communication skills in dealing with explanation of analytical findings to executives and non analytical personnel
- Organizational improvement
- Leading cross functional multi time zoned teams
- Proficient with Salesforce, Oracle Fusion, Tableau, `AWS AI Bedrock, Qlik, GitHub, Azure, and Jira
Hobbies and Interests
- Learning through experience
- Helping others to achieve their goals
- Golfing
- Time with family
Timeline
Senior Manager/Director
Veteran Evaluation Services
2024.04 - Current
Security Analytics Manager
Huntington Bank
2023.04 - 2024.04
Tableau Analytics Manager
PRASCO
2022.04 - 2023.04
Business Analyst/Tableau Developer
Western Southern
2020.04 - 2022.04
Workforce Management Lead
Western And Southern Life
2016.06 - 2020.04
B.A. In Political Science -
Malone University