Tristan Binns
Washington,GA
Summary
High-performing workforce analyst, manager, and customer service professional with solid background in human resources. Analyzes and evaluates job duties and requirements using understanding of compensation and benefits laws and regulations. Strong organizational skills with keen eye for detail.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Workforce Analyst
Root Insurance
Remote
06.2024 - Current
- Utilized several tools including Looker, Google Suite, TalkDesk, ServiceNow, Slack, Outlook, and others to build, update and provide daily reports on adherence, AHT, aux usage, utilization, headcount, shrink and attrition to my team and other departments.
- Created a PTO process for 27 in-house claims adjuster teams.
- Created several new reports via Google Sheets and Looker dashboards and Looks to provide accurate, real time and historical data to all departments within company.
- Built schedules for various departments for daily scheduling as well as operations meetings and upskill trainings being held.
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
Workforce Real Time Analyst
Assurance IQ
06.2021 - 07.2024
- Utilized several tools including Looker, Excel, In-House Workforce Tools, Confluence, Slack, Outlook, and others to build, update and provide daily reports on adherence, AHT, aux usage, utilization, headcount, shrink and attrition to my team and other departments.
- Utilized in-house dialing tool to control the volume of outbound calls our system made per minute as well as maximize and control agent utilization.
- Created several new reports via Excel and Looker dashboards and Looks to provide accurate, real time and historical data to all departments within company.
- Participated in and facilitated new agent orientations and tenured agent refresh meetings to ensure all agents were properly trained on service expectations.
- Built schedules for various departments for daily scheduling as well as operations meetings and upskill trainings being held.
- Assisted WFM Manager with building the weekly capacity plan which focused on attrition, active headcount, shrink, and forecasting.
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
Quality Assurance Analyst
Teleperformance, USA
09.2018 - 05.2021
- Evaluated agent calls, chats, and emails to verify quality standards while providing feedback and coaching to maximize potential.
- Mentored and coached team members on QA topics and strategies.
- Participated in and facilitated weekly meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
Store Manager
Jones Petroleum
07.2017 - 08.2018
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
Mail Carrier
United States Postal Service, USPS
06.2016 - 07.2017
- Developed strong relationships with customers, providing exceptional service by addressing concerns promptly and professionally.
- Distributed mail on foot and in mail truck to residences and businesses, delivering to approximately 400 customers per shift.
- Handled mail and packages with care to prevent damage during delivery.
- Followed Postal Service policies and procedures to maintain integrity of mail and protect customer information.
- Obtains signatures for package deliveries as proof of delivery to avoid discrepancies.
Store Manager
Golden Pantry Food Stores
05.2011 - 07.2016
- Traveled to multiple stores within the district to assist with managing retail and deli operations in absence of a manager.
- Hired and trained new retail and food service managers and associates.
- Controlled shrink and waste within the convenience store and deli while maximizing sales and profit month over month.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
Education
Bachelor of Science - Data Analytics (in Progress)
Western Governors University
Salt Lake City, UT 09.2024 - Current
High School Diploma -
Washington Wilkes High School
Washington, GA05.2008
Skills
- Scheduling Optimization
- Forecasting Accuracy
- Workforce Management
- Service Level Agreements
- Data Analysis
- Management
Certification
- Health Insurance License (Georgia) - Expired May 2024 - within the process of renewing until 2026
Timeline
Bachelor of Science - Data Analytics (in Progress)
Western Governors University
09.2024 - Current
Workforce Analyst
Root Insurance
06.2024 - Current
Workforce Real Time Analyst
Assurance IQ
06.2021 - 07.2024
Quality Assurance Analyst
Teleperformance, USA
09.2018 - 05.2021
Store Manager
Jones Petroleum
07.2017 - 08.2018
Mail Carrier
United States Postal Service, USPS
06.2016 - 07.2017
Store Manager
Golden Pantry Food Stores
05.2011 - 07.2016
- Health Insurance License (Georgia) - Expiring May 2024 - within the process of renewing until 2026
High School Diploma -
Washington Wilkes High School
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