Pedro M. Parrilla
St. Cloud,FL
Summary
Talented professional with expert team leadership, strategic planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Strategic Workforce Planning Manager
Maximus, Inc
12.2023 - Current
- Lead a team of 5 Production Planners
- Direct the development of workforce planning strategies for 3 contact centers with 2K+ FTE.
- Managed and motivated employees to be productive and engaged in work.
- Execute strategies to increase productivity and drive growth.
- Monitor employee work to assess performance and identify knowledge gaps.
- Forecast short-, mid-, and long-term business demands.
- Collaborate with cross-functional teams to collect accurate and complete data.
- Conduct performance reviews for team members.
- Facilitate team meetings and provide constructive feedback.
- Manage daily workloads by organizing schedules and delegating tasks.
Workforce Manager
CareMetx, LLC
03.2021 - 10.2023
- Implemented, launched, and managed the Five9 Community WFM platform for CareMetx.
- Forecasting of multi-channel contact center labor, seasonality, and workload expectations.
- Identified sources of variation and improvement opportunities in contact center metrics to include AHT, occupancy, workload expectancy, average speeds of answer and other KPIs.
- Improved ASA to 9 seconds, occupancy rates to 82%, abandoned call rates to 3.5%, percentage of calls answered within SLAs to 94.8%, shrinkage rates to 22% and lead meetings addressing contact center performance.
- Monitored and managed the collection of data used for analysis and reporting on performance statistics to drive operational efficiencies.
- Created staffing models to accurately predict changes to headcount and staffing requirements.
- Designed new reports, interactive dashboards, presented findings and recommended actionable solutions for identified areas of improvement.
- Collaborated with HR to recruit, interview and hire new team members.
- Developed and implemented WFM strategies to optimize staffing levels and employee productivity.
- Optimized staffing levels by analyzing historical data and forecasting future trends, ensuring appropriate coverage during peak hours.
- Facilitated strong relationships between management and employees through open communication channels, promoting a positive work environment.
Workforce Management Supervisor
Aetna, a CVS Health Company
08.2009 - 07.2021
- Implemented, launched, and managed the Verint Impact360 WFM platform for ActiveHealth Management.
- Evaluated existing WFM procedures for potential improvements and updates based on industry best practices and standards.
- Created the job requisitions, conducted candidate interviews and selections for all WFM team members.
- Developed and implemented WFM strategies to optimize staffing levels and employee productivity.
- Optimized schedules, forecasts and other tools to present to management.
- Established clear lines of communications with operations regarding staffing changes/updates affecting contact center production.
- Prepared and maintained reports, dashboards and monthly packages.
- Prepared and conducted all training materials for WFM.
- Analyzed call center data to forecast future staffing needs and adjust scheduling accordingly.
- Conducted regular performance evaluations for staff members.
- Developed the operations performance scorecard.
- Strengthened employee knowledge and abilities leading comprehensive training program for new and established employees.
Customer Service Manager
ActiveHealth Management, an Aetna Company
05.2006 - 08.2009
- Trained, coached and conducted performance reviews for all customer service staff.
- Set staff schedules and delegated assignments in anticipation of expected workload demands.
- Directed team of customer service professionals, monitored work quality and motivated performance to meet strict internal benchmarks and external client service level agreements.
- Maintained customer satisfaction with professional management of complex escalated customer concerns
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Improved communications between staff and leadership by creating memo formats and distribution lists.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Collaborated with senior leadership to develop budgets for staffing, resources, and technology needs related to customer service operations.
- Regularly mentored associates on performance-oriented strategies and customer service techniques.
- Fostered a positive working environment that encouraged teamwork, motivation, and strong commitment to providing world class customer service.
- Implemented modern technologies and tools aimed at enhancing efficiency in handling client inquiries.
- Created a knowledge base containing frequently asked questions, common issues faced by clients along with their corresponding resolutions for easy access by customer service team members.
- Ensured compliance with company policies, procedures, and industry regulations within the operations department.
- Led initiatives focused on reducing response times and increasing first contact resolutions.
Education
G.E.D. - Liberal Arts
University of The State of NY Education Department
Albany, New York08.2008
Skills
- Workforce Management
- Strategic Workforce Planning
- KPIs
- Forecasting
- Resource Allocation
- BPO Management
- HIPAA
- Data Analysis
- MS Office
- Change Management
- Cross-Functional Teamwork
- Effective communication
- Team Leadership
- Complex Problem-Solving
- Lean/6Sigma Green Belt
- Technical Proficiency
- Tableau
- Excel
- Verint Alvaria
- Verint Impact360
- Community WFM
- Nice
- IEX
- Five9
- Avaya CMS
- CCPulse
- Workday
- Kronos
- UKG
- Deltek
Certification
- Strategic Workforce Planning (SWP) Workforce Planners, Verint, Hartford, Connecticut, 03/2018
- Green Belt 6 Sigma Certification, Aetna University Learning Center, Hartford, Connecticut, 11/2019
- Campaign Administration Certification, Five9 University, Online, 05/2023
Accomplishments
- Published article, ActiveHealth management Monthly Newsletter, 09/2009
- Presenter: Keynote speaker, National Kidney Foundation, 06/2013
- Presenter: Keynote speaker, Nuance – Varolii Customer Experience Convention, 03/2014
- Published article, The CareMetx Weekly Digest, 04/2022
Affiliations
- National Kidney Foundation
- Orlando Baseball Association
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Strategic Workforce Planning Manager
Maximus, Inc
12.2023 - Current
Workforce Manager
CareMetx, LLC
03.2021 - 10.2023
Workforce Management Supervisor
Aetna, a CVS Health Company
08.2009 - 07.2021
Customer Service Manager
ActiveHealth Management, an Aetna Company
05.2006 - 08.2009
G.E.D. - Liberal Arts
University of The State of NY Education Department