Samuel Davis Jr.
Dallas,TX
Summary
Dynamic HR Analyst with a robust background in workforce management, combining analytical prowess with strategic HR insights to deliver impactful solutions. Collaborative team player with strong communication and management skills, committed to fostering a culture of data-driven decision-making and continuous improvement. Passionate about supporting organizational goals and driving sustainable growth.
Overview
9
9
years of professional experience
1
1
Certification
Work History
HR Analyst
Oscar Management Corp
12.2020 - 03.2024
- Contributed to overall business strategy discussions, leveraging HR expertise to inform key organizational decisions and drive performance.
- Implemented process improvements to automate office operations.
- Implemented human resources policies, procedures, standards, and practices and provides advice and assistance to staff.
- Managed compensation and benefits, workers compensation and safety, employee relations and staff development, payroll and time and attendance
- Conducted comprehensive data analysis on workforce demographics, compensation, benefits, and employee satisfaction
- Implemented and managed HRIS systems, ensuring accurate data collection and reporting across all HR functions.
- Researches, investigates, and resolves complex problems, disputes, and issues
- Prepared detailed reports and presentations for senior management, highlighting key HR metrics and their implications for business strategy.
- Supported the HR department in daily administrative tasks, including maintaining employee records, processing payroll, and handling benefits inquiries.
- Played a key role in organizing company-wide events and training sessions, enhancing team cohesion and promoting a healthy positive work enviroment
Workforce Management Specialist
One Call Diagnostics
09.2018 - 12.2020
- 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.
- Leveraged advanced analytics tools to forecast future staffing needs, enabling proactive recruitment efforts that minimized skill gaps.
- Develop and maintain employee schedules for a team of 400+ customer service representatives, ensuring optimal coverage and adherence to service level agreements.
- Monitor real-time adherence to schedules using workforce management software (NICE, IEX, Kronos, Workday), addressing deviations promptly to maintain operational efficiency.
- Conduct regular audits and analysis of historical data to identify trends and make data-driven recommendations for staffing adjustments.
- Optimized schedules, forecasts and other tools to present to management.
- Managed payroll processes, including timekeeping, leave management, and incentive calculations, ensuring accuracy and compliance with company policies.
- Managed all schedule-related requests such as advanced scheduling, PTO, shift swaps, callouts and overtime, ensuring seamless operational continuity;
Workforce Real Time Analyst
One Call Diagnostics
09.2015 - 12.2018
- Collaborated with human resources departments to ensure adequate staffing levels (SLA) were maintained throughout various shifts.
- Increased customer satisfaction scores by effectively managing the real-time queue, ensuring prompt response times to inbound calls.
- Boosted overall productivity, conducting regular performance analysis to identify opportunities for improvement in workforce management processes.
- Produced and updated documents, reports, and tracking spreadsheets using Excel, Nice IEX and Kronos.
- Optimized resource utilization, analyzing historical data to forecast future call volumes accurately.
- Developed and maintained comprehensive job evaluation system for equitable compensation.
- Develop and implement quality assurance programs, processes, and evaluation criteria to ensure adherence to company standards and policies.
- Conduct regular audits of inbound and outbound calls, chat interactions, and emails to assess agent performance and customer satisfaction.
- Provide detailed feedback to call center agents and supervisors, identifying areas of improvement and best practices.
- Analyze data trends from quality evaluations to create targeted training programs and coaching sessions.
- Collaborate with cross-functional teams to implement quality improvement initiatives
- Set and adjusted to schedules to maintain optimal coverage and service levels.
Education
Bachelor of Science - Business Administration And Management
Tarrant County College
Arlington, TX05.2013
Skills
- Personnel Recruitment
- Risk Manageme
- HRIS Expertise
- Time Tracking and Payroll Administration
- Intraday Activities Optimization
- Real-Time Adherence Monitoring
- Reporting and Presentation Skills
- Advanced Proficiency in Workforce Management & HR Software (eg, Verint, Aspect, Kronos, IEX, Workday, Paychex, Paylocity, ADP)
- Strong Analytical and Problem-Solving Skills
- Team Collaboration and Communication
- Schedule Management
- Performance Management
- Microsoft Office Suite (Word, Excel, PowerPoint)
Affiliations
- Workforce Planning Professionals
Certification
- Lean Six Sigma
- Six Sigma Black Belt
- APHR Certification
Timeline
HR Analyst
Oscar Management Corp
12.2020 - 03.2024
Workforce Management Specialist
One Call Diagnostics
09.2018 - 12.2020
Workforce Real Time Analyst
One Call Diagnostics
09.2015 - 12.2018
Bachelor of Science - Business Administration And Management
Tarrant County College
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