Tyler O'Shea
Providence,RI
Overview
20
20
years of professional experience
Work History
Data Analyst II
AAA Northeast
02.2022 - 09.2022
- I identified, tested and defined current processes and procedures for recurring tasks
- Constructed and presented recommendations to improve efficiency, as well as opportunities to automate
Sr. Analyst, Business Intelligence & Reporting - W
Santander Bank
06.2019 - 12.2021
- Utilized historical call center data in order to forecast future call volume for short and long term
- Interpret forecasted volume & average handle time, among other variables to translate data into the number of full-time employees each line of business would need to achieve budgetary and performance thresholds established by C-level leadership
- Develop and communicate schedule recommendations for each employee across all LOB, in order to disperse workforce across hours of operation in most efficient manner to achieve targets set by leadership
- Communicate potential risk of underperforming (poor customer satisfaction) or overperforming (not cost effective) within long term staffing plans; potentially revisiting FTE counts to run business in most efficient manner
- Headed bank wide shift optimization project for entire US call center
- Staffing plan revisions were necessitated by pandemic reducing staff, increase to average handle time per call by advisors working from home, a 4-hour reduction to hours of operation, shutting down site in Colorado while onboarding another in Costa Rica with vendor, establishing Bilingual subdivisions for each LOB and enhancement to workforce management software with more comprehensive analytics.
Real Time Analyst - Workforce Management
Santander Bank
12.2015 - 06.2019
- Monitored Customer Service Center to ensure optimal Service Level's and staffing across all LOB
- Analyzed recent data to identify, quantify and monitor trends, in order to prepare strategies to maintain optimized staffing level, meet productivity goals and stay within budget
- Collaborated with supervisory staff for permanent & temporary schedule changes, allowing business to adapt to seasonality trends
- Took lead on other scheduling related items, such as reviewing Paid Time Off requests and sending Overtime offers targeting anticipated staffing gaps
- Covered managerial duties and frequently leveraged for Ad-hoc projects.
Card Fraud Operations
Santander Bank
02.2015 - 12.2015
- Analyze, track results and update real time fraud alerts of customer accounts
- Referred fraud trends to analysts to improve upon accuracy of fraud detection software.
Fulfillment Representative - New Account Opening
Santander Bank
01.2013 - 02.2015
- Analyzed online applications requesting new accounts for validity, by cross referencing the information provided against ID's, Qualifile & Experian records to prevent attempts made to open fraudulent accounts
- Approved apps were then distributed throughout department for processing.
Dock Hand
Brewer's Greenwich Bay Marina
06.2007 - 07.2009
- Supported dock management in implementing procedures for improved workflow and staff performance.
- Provided excellent customer service to boat owners, addressing concerns and resolving issues quickly.
- Ensured accurate record-keeping for all gas dock operations.
Warehouse Worker
A.T. Siravo & Co.
06.2002 - 08.2003
- Conducted regular inspections and audits to check quality and verify inventory levels.
- Ensured accurate order fulfillment by diligently cross-checking pick lists against packed items for consistency.
- Checked packages and merchandise for damage.
- Maximized available storage space by utilizing vertical stacking techniques when arranging inventory items.
Education
Master of Business Administration, M.B.A. -
Endicott College's Van Loan School of Graduate & Professional Studies
Beverly, MA05.2012
Bachelor of Science, Sport Management -
Endicott College
Beverly, Massachusetts01.2011
High School Diploma -
LaSalle Academy
Providence, RI06.2007
Skills
- Analytical Problem Solving
- Process Improvement
- Excel Functions and query tools
- Optimization Techniques
- Team Collaboration
- Forecasting and planning
Abroad Experience
Participated with the IPADE Business School – International Business Week in Mexico City, March, 2012, Mexico City
Timeline
Data Analyst II
AAA Northeast
02.2022 - 09.2022
Sr. Analyst, Business Intelligence & Reporting - W
Santander Bank
06.2019 - 12.2021
Real Time Analyst - Workforce Management
Santander Bank
12.2015 - 06.2019
Card Fraud Operations
Santander Bank
02.2015 - 12.2015
Fulfillment Representative - New Account Opening
Santander Bank
01.2013 - 02.2015
Dock Hand
Brewer's Greenwich Bay Marina
06.2007 - 07.2009
Warehouse Worker
A.T. Siravo & Co.
06.2002 - 08.2003
Master of Business Administration, M.B.A. -
Endicott College's Van Loan School of Graduate & Professional Studies
Bachelor of Science, Sport Management -
Endicott College
High School Diploma -
LaSalle Academy
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