Jan 2015 - Oct 2015
Workforce Management Analyst
Delta Dental

Responsible for partnering with the management team to meet service level and response time objectives across all contact channels while ensuring effective and efficient use of resources. Planning, organizing and managing the workload through accurate forecasts, staff calculations, schedules, management reports and variance reporting.

Sep 2007 - Mar 2014
Customer Operations Analyst
CCI (formerly SureWest Communications)

Responsible for the analysis, creation and implementation of various statistical reporting needs for Customer Operations. Provides analysis, commentary and recommendations in such areas as resource planning, budget analysis, cost & productivity planning, trouble ticket trending and customer activity analysis to enhance decision-making opportunities and support the achievement of business and operational goals.

Apr 2005 - Jul 2006
Quality Manager
CEVA Logistics (formerly TNT Logistics North America)

As a 3rd Party Logistics (3PL) provider for BMW North America, my company managed and staffed BMW's Regional Parts Distribution Center; a 250k ft2 facility supporting forty-one dedicated BMW & MINI Dealerships in northern CA, NV & the Pacific-Northwest. My responsibilities included Quality Claims Management, ISO Document Control, Corrective and Preventive Actions, Safety & Security Coordinator, OSHA Compliance, Internal Auditing, EAPs, Training & Development, and Investment In People (IIP) Coordinator.

Feb 2000 - Jun 2003
Operations Supervisor
CEVA Logistics (formerly TNT Logistics North America)

A 3rd Party Logistics (3PL) Provider at Hewlett-Packard for the GSL and NASCO divisions. As the Operations Supervisor for the North American Configuration Center, the West Coast Order Consolidation Hub, and the America's Integration Center, my responsibilities included Staffing, Scheduling, Training, Documentation, Day-to-Day Operations, Metrics, Quality Control, Process Improvements, Employee Reviews, Payroll-timekeeping, Special Projects Management, & Continuous Improvement.

Education

A.S. Physical Science & Mathematics
American River College : 2012

Skills


Analytics, Call Center Mathematics, Time Series Analysis, Forecasting Model Development, Due Diligence, What-If Models, Workforce Management (WFM), Quality Monitoring (QM), Reporting and Analytics, Call Routing (ACD), Self-Service (IVR)

Software & Programing Languages
Highly profecient w/ MS Excel, BI, Cognos, SAS, CSS, XHTML... Moderate usage w/ PHP, VBA