Susan M. Fidiam
Resource Planning Lead Analyst
Dunmore,PA
Summary
A high energy, enthusiastic and dependable individual who excels in challenging and competitive environments. Skilled at organizing and simplifying complex materials and readily accepts new challenges, facing them in a capable and professional manner.
Proven skills in leadership, communication, coaching, developing and motivating staff as well as established competence in the execution of E-Workforce Management (TCS) and IEX Workforce Management software.
Overview
23
23
years of professional experience
4
4
years of post-secondary education
Work History
Resource Planning Lead Analyst
Cigna
Scranton, PA
04.2010 - Current
- Develops and communicates short term call volume and AHT forecasts for the medical Proclaim/PMHS as well as Digital Operations lines of business
- Responsible for the capacity forecasting and planning function for the Cigna Escalated Call Team as well as the Lifesource/SAR Team
- Reviews and trends key metrics such as ASA, AHT, membership, productivity, at work/on prod, attrition, volume mix andstaffing requirements.
- Presents results to matrix partners on a regular cadence, providing strategic direction on how to best leverage staff.
- Reviews forecast results and provides recommendations on hiring, skilling and up-training needs.
- Understands skill sets, staff tenure, ramp time, and up-training requirements and the impacts to resource needs while providing direction and solutions on how best to use staff in both excess and shortfall situations.
- Partners with the Proclaim business on monthly Off Production and communicates the Off Production needs to the scheduling team
- Ensures planning team meets the deadlines for forecast submissions (holiday planning, etc)
- Responsible for the daily e-mail communication of the previous day's forecast to actual results
Resource Planning Scheduling Manager
Cigna
Scranton, PA
06.2008 - 04.2010
- Led the team of schedulers that supported diverse lines of business
- Ensured schedules were updated within published timeframes
- Developed plans to execute off production without impacting call metrics
Call Frontline Manager
Cigna
Scranton, PA
08.2005 - 06.2008
- Managed teams in both Pharmacy and Proclaim/PMHS
- Monitored team call quality and metrics
- Provided coaching and one-on-ones monthly as well as when needed
- Handled escalated calls as necessary
- Partnered with workforce management to ensure schedules were updated and payroll was accurate
Senior Program Manager
Telerx Marketing Inc.
Wilkes-Barre, PA
06.1999 - 08.2005
- Managed a team of consumer affairs representatives that responded to inbound consumer inquiries on behalf of a major worldwide food manufacturer.
- Motivated and coached the team to ensure consumer and client concerns were handled efficiently.
- Scheduled the team for effective phone coverage.
- Reported daily to the client on the team’s activities via Aspect reports and database packages.
- In addition, used Blue Pumpkin Workforce Management and e-WFM software to forecast call volumes as well as staffing requirements.
- Served as a mentor for new managers as well as interviewing consumer affairs representatives and leadership candidates.
- Provided assistance to the Program Managers in all aspects of contact center operations.
- Assisted the Call Floor Director to ensure all contractual requirements were met.
Education
Bachelor of Science - Marketing/Business Management
University of Scranton
Scranton, PA 09.1983 - 05.1987
Skills
Workforce Management Applications and Principles
Organization and Time Management
Teamwork and Collaboration
Multitasking Abilities
Analytical and Critical Thinking
Flexible and Adaptable
Affiliations
Society of Workforce Planning Professionals
University of Scranton Alumni Association
Timeline
Resource Planning Lead Analyst
Cigna
04.2010 - Current
Resource Planning Scheduling Manager
Cigna
06.2008 - 04.2010
Call Frontline Manager
Cigna
08.2005 - 06.2008
Senior Program Manager
Telerx Marketing Inc.
06.1999 - 08.2005
Bachelor of Science - Marketing/Business Management
University of Scranton
09.1983 - 05.1987