Summary
Overview
Work History
Education
Skills
Timeline
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ODEN WYDE

Vernon Hills,IL

Summary

Dynamic professional with over ten years of expertise in workforce management, capacity planning and resource optimization to align ro forecast demand and align operational strategies.

Professional planner with comprehensive expertise in developing strategic plans and coordinating complex projects. Skilled in resource allocation, timeline management, and data analysis to drive successful outcomes. Strong focus on team collaboration and adaptability to changing needs ensures reliable performance. Known for problem-solving abilities and effective communication.

Overview

14
14
years of professional experience

Work History

Short Term Capacity Planner

Bank of America
01.2022 - 01.2025
  • Conducting capacity analysis to determine current and future resource needs.
  • Collaborating with cross-functional teams to gather data and insights on demand forecasts.
  • Developing and maintaining capacity plans that align with the company's strategic objectives.
  • Managing teams to implement capacity plans and oversee specific areas such as sales or customer service.
  • Create reports and presentations to communicate findings and recommendations to stakeholders.
  • Monitor performance metrics and recommend adjustments to improve efficiency.

Senior Workforce Analyst

Bank of America
01.2015 - 01.2022
  • Facilitate weekly WFM Intraday Planning meetings with Operational leaders.
  • Compilation of data relevant to the forecasting analysis and design process including call volume, average handle time, and shrinkage.
  • Make recommendations for utilizing staffing resources at a daily and intraday level with the goal of maximizing operational efficiencies and customer service delivery.
  • Training and development of best workforce processes and practices.
  • Business Playbook development and Execution.
  • Ad hoc reporting as needed.

Workforce Analyst

US Bank Home Mortgage
01.2011 - 01.2015
  • Conduct short-term planning for Outbound records by analyzing historical data, assessing campaign demand and FTE requirements, and updating plans as needed.
  • Optimize schedules daily to ensure that breaks and lunches meet business needs.
  • Ensure the business is staffed appropriately to meet service level goals from an inbound call perspective.
  • Meet weekly with Operations to discuss Staffing Over/Under view, service level/shrinkage/occupancy performance, forecast to actual call volume variations and other activities needed to support the business.
  • Analyze historical trends for call volume and other key business metrics.
  • Conduct real time monitoring of queue statistics including AUX work states and service levels.
  • Create and send multiple staffing and performance reports- intraday and time utilization reports, End of day recaps, and Hocs as needed.
  • Conduct real time monitoring of queue statistics including AUX work states and service levels.
  • Analyzed call center performance trends to determine optimum time for off phone activity
  • Document Call drivers and impact to the business.

Education

Computer Science

University of Illinois At Chicago
Chicago, IL

Microsoft Certifications - MCP

Skills

  • Strong analytical and problem-solving skills
  • Proficient in data analysis tools and software
  • Excellent communication and interpersonal skills
  • Ability to work collaboratively in a team environment
  • Detail-oriented with a strong focus on accuracy
  • Strong organizational and time management skills

Timeline

Short Term Capacity Planner

Bank of America
01.2022 - 01.2025

Senior Workforce Analyst

Bank of America
01.2015 - 01.2022

Workforce Analyst

US Bank Home Mortgage
01.2011 - 01.2015

Microsoft Certifications - MCP

Computer Science

University of Illinois At Chicago

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ODEN WYDE