Salvatore Conte
Chandler,AZ
Summary
Professional workforce management analyst equipped to drive impactful workforce planning. Known for improving operational efficiency through strategic staffing and resource allocation. Emphasizes team collaboration and adaptability to meet evolving business needs. Proficient in data analysis and problem-solving.
Overview
9
9
years of professional experience
Work History
Workforce Analyst II (Manager)
JP Morgan Chase
05.2022 - Current
- Direct manager to nine specialists/analysts, and supervised up to 40 specialists across multiple global sites
- Liaison between Workforce Planning team and operational business leaders for daily assistance requiring 24-hour engagement
- Managed service level performance for multiple lines of business within the enterprise, accounting for 4,400+ call center specialists
- Designed, implemented, and expanded voluntary time off process across the entire call center enterprise
- Increased cost savings of 95,500+ FTE hours (increase of ~635%) YTD for 2023 compared to same period in 2022
- Graduated from inaugural Operations Associate Development Program
Workforce Analyst
JP Morgan Chase
03.2019 - 05.2022
- Onboarded Intradiem to Workforce Planning Real Time, and developed processes for automated messaging and reporting
- Implemented Intradiem by crosschecking multiple platforms, adding +32,000 users to the platform
- Consistently identified opportunities for improvement and present solutions to leadership including facilitation of meetings, demonstration of processes, utilization of feedback, and actioning on designed plans
- Created, implemented, and maintained tool that resulted in reduced overtime cost and targeted timeframes based on needs
- Created resiliency tool/communication for back-up of required data
- Researched, executed, documented, analyzed, and communicated occupancy patterns based on call routing to business partners
- Earned the Customer Obsession Award, exemplifying the Five Key values of JP Morgan Chase
Workforce Specialist II
JP Morgan Chase
02.2018 - 03.2019
- Trend analysis on previous performance to guide decision making, managing allocation of resources to optimize call center performance, communicate and explain actions completed by Real Time team to business partners
Customer Service Representative
Conduent
07.2017 - 02.2018
- Assisting customers with applications for contracted groups, as well as handling personal, confidential information
Real Estate Salesperson
Laughlin Bullhead Investments
01.2016 - 07.2017
- Buying and selling real estate for clients after getting legal certification at a state and federal level
- Worked in a confidential and professional manner to provide highest return
Education
Master of Science - Digital Audience Strategy
Arizona State University
Tempe05.2022
Bachelor of Arts - Digital Culture (Film)
Arizona State University
Tempe05.2015
Skills
- Microsoft Office Suite
- Adobe Creative Suite
- Google Analytics
- Facebook Audience Insights
- YouTube Analytics
- Alvaria Applications
- Data collection, research, and Analysis
- Resolving issues
Timeline
Workforce Analyst II (Manager)
JP Morgan Chase
05.2022 - Current
Workforce Analyst
JP Morgan Chase
03.2019 - 05.2022
Workforce Specialist II
JP Morgan Chase
02.2018 - 03.2019
Customer Service Representative
Conduent
07.2017 - 02.2018
Real Estate Salesperson
Laughlin Bullhead Investments
01.2016 - 07.2017
Master of Science - Digital Audience Strategy
Arizona State University
Bachelor of Arts - Digital Culture (Film)
Arizona State University
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