Todd Skinner
Rocky Hill,CT
Summary
“As an operations analyst, I excel at data analysis, report creation, and trend identification. My skills include executive support, team leadership, and multitasking. I’ve managed office operations, coordinated agent coverage, and conducted flex negotiations. My strength lies in delivering detailed reports to address management queries during shifts. I’m dedicated to queue management, saving abandoned calls, and maintaining efficient team dynamics."
Overview
4
4
years of professional experience
Work History
Workforce Operations Analyst
211 UWC
Rocky Hill, CT
11.2020 - Current
- Staffing Plans:Develop and implement efficient workload management strategies.
Analyze call volume data and adjust shift line-ups for timely responses in priority queues.
Coordinate primary shifts effectively.
- Data Analysis:Identify trends through data analysis.
Recommend staffing adjustments based on call patterns.
Utilize Supervisors and Leads as primary coverage for high-priority queues.
- Performance Reports:Generate routine and special reports with KPIs and metrics.
Provide detailed reports on abandoned calls per shift in priority queues.
Aim for a 95% response rate or higher by identifying peak times requiring coverage.
- Collaboration:Work closely with management to maintain proper staffing levels.
Provide detailed shift reports to the WFA Director.
Explain reasons for abandoned calls during specific hours and illustrate evening shift scenarios with queue screenshots.
- Technical Support:Assist in resolving operational system issues.
Guide agents through troubleshooting headset problems.
Ensure proper log-out procedures in InContact and upskill multiple agents simultaneously.
- Operational Strategies:Develop and implement strategies to enhance efficiency, improve customer service, and reduce costs.
Education
Certificate in Financial Planning - Finance
Kaplan College
06-2003
Series 7 - CFP
Providian Financial
06-2002
Associates in Accounting - Accounting And Business Management
City College San Francisco
05-2001
Skills
- Process updates
- Trend modeling
- Reporting abilities
- Forecasting skills
- Data Modeling
- Workflow Optimization
- Cost-reduction strategies
- Data Analysis
- Business Intelligence
- Operational Efficiency
- Analytical Thinking
- Adaptability and Flexibility
- Reporting skills
Affiliations
My interests may seem eclectic, but I enjoy discovering recipes from various cultures to experience authentic cuisine. Additionally, my dedication to animals persists in my daily life as I foster and train dogs for the charity Last Chance Rescue. Following the explosion, I've scaled back and now only foster one or two dogs at a time.
Accomplishments
Achieving a score of 90% or above on the first attempt for both the CFP and Series 7 exams is an impressive goal.
Timeline
Workforce Operations Analyst
211 UWC
11.2020 - Current
Certificate in Financial Planning - Finance
Kaplan College
Series 7 - CFP
Providian Financial
Associates in Accounting - Accounting And Business Management
City College San Francisco
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