Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ryan Cook

Altamonte Springs

Summary

Knowledgeable Workforce Analyst successful at gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Over 5+ years of experience in workforce assessment.

Overview

8
8
years of professional experience

Work History

Real Time Analyst

Robinhood
04.2021 - Current
  • Tested and rolled out new WFM scheduling platform to 400+ remote call center agents
  • Optimized workforce distribution by analyzing historical data and trends in realtime
  • Increased SLA through strategic scheduling and effective utilization of resources
  • Conducted regular audits of workforce management tools, ensuring accurate data input and system integrity
  • Trained and supervised BPO's to assist RTA's with overnight/weekend coverage

Workforce Management Analyst

CNA Insurance
03.2019 - 04.2021
  • Created and acted on plan to make 500+ call center employees remote within two weeks
  • coordinated closely with department heads to align workforce needs with business objectives
  • Collaborated with cross-functional teams to develop strategies for optimizing staffing levels
  • Implemented key performance indicators to measure workforce efficiency, leading to targeted improvements
  • Managed time-off requests and shift swaps efficiently, maintaining a fair and balanced schedule for all employees involved

Operations Team Lead

CNA Insurance
08.2015 - 03.2019
  • Led a team of professionals to achieve project goals on time and within budget constraints
  • Coordinated cross-functional teams, fostering collaboration and ensuring timely completion of projects
  • Developed and implemented new policies and procedures to optimize operational performance
  • Implemented quality control measures to reduce errors and ensure consistent standards across all operations tasks

Education

Bachelor of Science - Business Administration

California State University of Sacramento
Sacramento
05.2012

Skills

  • Compiling Data
  • Data Analysis
  • Excel/Google Sheets
  • Tableau/Looker
  • Workforce Management Tools
  • Working with Vendors
  • Remote Conferencing and Communication
  • Team Leadership

Timeline

Real Time Analyst

Robinhood
04.2021 - Current

Workforce Management Analyst

CNA Insurance
03.2019 - 04.2021

Operations Team Lead

CNA Insurance
08.2015 - 03.2019

Bachelor of Science - Business Administration

California State University of Sacramento

Similar Profiles

CREATE PROFILE
Ryan Cook