Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
Oluyemi Salako

Oluyemi Salako

Chicago,ILLINOIS
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt

Summary

Resourceful and meticulous Workforce Analyst with years of results-oriented experience in business intelligence and reporting by forecasting, projections, volume and penalties. Professional with demonstrated success in designing, developing and implementing optimized solutions. Team-driven leader that can direct site performance turnaround, reduce attrition and drive customer satisfaction across multi-channel, multi-level phases of Information Technology. Seeking to leverage robust background in Workforce leadership for rewarding management role with an outstanding organization.

Overview

8
8
years of professional experience

Work History

Workforce Manager

DoorDash
10.2021 - 05.2023
  • Promoted organizational growth, increasing department headcount by 30%
  • Increased employee engagement survey results by 18% over previous year.
  • Fostered relationships with internal personnel, BPOs, Vendors and ICs to cultivate optimal service levels, attrition and quality.
  • Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.
  • Identified and implemented appropriate strategies to increase employee satisfaction and retention.

Senior Workforce Analyst

Amazon
02.2020 - 09.2021
  • Set and adjusted schedules to maintain optimal coverage and service levels.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Produced and updated documents, reports and tracking spreadsheets using Workday, Amazon Connect, NICE and Salesforce
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.

Workforce Analyst

Uber Technologies
03.2017 - 09.2019
  • Utilized historical data from various reporting systems to implement key operational changes.
  • Generated reporting packages for areas such as business performance results.
  • Developed and implemented processes to increase accuracy and efficiency of workforce analysis.
  • Aided senior leadership during executive decision-making process, generating daily bond Excel reports to recommend corrective actions and improvements.
  • Observed employees adherence, schedules and usage of queue codes for quality and consistency.

Initial Loss Report Specialist

State Farm Insurance
02.2016 - 12.2016
  • Skillfully and patiently explained coverage options to potential policyholders, answering any questions or concerns.
  • Highly trained in interpreting different business documentation, which includes quote sheets, coverage and claims.
  • Engaged customers and provided high level of service by carefully explaining details about documents.
  • Resolved initial loss reports quickly through meticulous research, calls and email communication.

Customer Service Representative

TSYS Acquiring Solutions
02.2015 - 04.2016
  • Reviewed customer data to assess current issues and determine potential solutions.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Assisted approximately 60 customers each day with Point of Sale (POS) technical questions and solutions
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.

Education

Bachelor of Science - Forensic Science And Autopsy

Arizona State University, Tempe, AZ
11.2018

Associate of Arts - Criminal Justice

Maricopa Community Colleges - Mesa Community College, Mesa, AZ
08.2016

Skills

  • Project Management
  • Workforce Management
  • Scrum Master
  • PMP Certified
  • HRIS Analysis
  • Software Applications

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Workforce Manager - DoorDash
10.2021 - 05.2023
Senior Workforce Analyst - Amazon
02.2020 - 09.2021
Workforce Analyst - Uber Technologies
03.2017 - 09.2019
Initial Loss Report Specialist - State Farm Insurance
02.2016 - 12.2016
Customer Service Representative - TSYS Acquiring Solutions
02.2015 - 04.2016
Arizona State University - Bachelor of Science, Forensic Science And Autopsy
Maricopa Community Colleges - Mesa Community College - Associate of Arts, Criminal Justice

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Oluyemi Salako