Steven Nava
San Tan Valley,AZ
Summary
Experienced Forecasting Analyst with a strong background in workforce planning, staffing models, and data analysis. Proven ability to optimize resources and collaborate with leadership to enhance operational efficiency. Seeking to leverage my expertise at Zillow to drive strategic planning, improve forecasting models, and support agile resource allocation.
Overview
7
7
years of professional experience
Work History
Forecasting Analyst
Edward Jones
Remote
12.2022 - Current
- Developed short and long term staffing models for call center employees
- Analyzed reports and data for accuracy and provide summaries for leaders on a regular basis
- Served as workforce management expert to provide recommendations to Sr
- Leadership to improve call retention and improve employee engagement
- Served as project lead for multi-wave rollout of newly created queues and lines of business.
Forecasting Sr. Consultant
Allstate
Chandler, AZ/REMOTE
07.2019 - 12.2022
- Developed staffing models and plans to support claims contact center with 1500 employees
- Accounted for call arrival patterns and seasonality to ensure there was proper vendor support at peak intervals
- Coordinated on a regular basis with global workforce partners to ensure there was proper communication on staffing plans and project updates that involved workforce management
- Lead team during multiple projects involving mass org changes, optimization opportunities, and technology upgrades
- Achieved forecasting accuracy with 3% tolerance level
- Responsible for accessing holidays and providing recommendations for holiday support to include moving of holiday comp days to ensure enough resources where available
- Coordinated with Data & Reporting team to provide data and report requirements for workforce team.
Core Administrator
Allstate
Diamond Bar, CA/Chandler, AZ
06.2017 - 07.2020
- Served as subject matter expert for contact center performance and workforce management metrics
- Responsible for coordinating and implementing schedule changes, shift bids, and pto bids for 300 employees that aligned with Forecasting models and plans
- Indirectly supervised 3-4 core assistants to ensure day to day operations tasks were completed and that there was proper oversight on inbound/outbound queues
- Worked with local leadership to identify best times to pull resources from work to perform coachings, trainings, and meetings
- Worked with Quality Assurance team to troubleshoot Verint issues and provide support for any data requests to the data team.
Education
Bachelor of Arts - Finance Real Estate
California State Polytechnic University, Pomona CA
01.2012
Skills
- Office 365 Proficient
- Forecasting
- Staffing Analysis
- Project Management
- Leadership
- Verint
- Advanced Excel
- Public Speaking
- Problem Solver
- Team Collaboration
- CMS/Avaya
- Tableau
Timeline
Forecasting Analyst
Edward Jones
12.2022 - Current
Forecasting Sr. Consultant
Allstate
07.2019 - 12.2022
Core Administrator
Allstate
06.2017 - 07.2020
Bachelor of Arts - Finance Real Estate
California State Polytechnic University, Pomona CA