Jason Dennis

Jason Dennis Business Reporting, Capacity Planning, Workforce Management A dependable Workforce Management professional with 8 years’ experience in development of Business Report Development, Real Time Management, Scheduling, Capacity Planning and Strategic deployment of Staffing Recourses (Hours Management) to achieve and maintain business continuity and profitability. Address: Portmore, St. Catherine Email:- INDIVIDUAL SKILLS - Problem Solving Skills Organization Skills Strategic and Tactical Planning Business Reporting Creation Employee Attendance Tracking/Management Workforce Management Training WFM Process & Performance Improvement - Revenue/Gross Margin Management - Long Term Capacity Design & Planning Seating Utilization Payroll Process Design & Administration Microsoft Office Suite for Productivity Google Suite for Productivity Phone: (876)- WFM TEAM MANAGEMENT Team Management (20 RTA,6WFA/3 Schedulers) - Attendance Tracking based on company policy. - Implementation of Daily Productivity Roster - RTAs - Succession Planning & Managing Recruitment - Agent RTA – Mentorship Programme - RTA/WFA Score Card Creation RTA/WFA Training Guide - Overstaffing/Understaffing Scenarios (What-if-Chart) - Understanding Attendance/Adherence Forecasting Methodology Requirement Calculation – workload/erlang Scheduling Techniques using shrinkage EXPERIENCE Manager, Workforce Management (Country Lead) Support Services Group (formally Innovative Vision Inc) February 2021 – Present WFM Resource Management overseeing all Accounts in Jamaica with agent pools in Costa Rica and Panama 1-800 Flowers (150 FTE normal / 700+ FTE RAMP) - Inbound Sales & Customer Service Harry & David (Seasonal clients with 500 FTE RAMP) - Inbound Sales & Customer Service Bread Financial (500+ FTE) - Outbound Collections & Customer Service (English / Spanish) SnapCommerce (SnapTravel with 250 FTE) - SnapCommerce Inbound & Outbound Reservations Accomplishments & Major Contributions: - - Presented WFM models to 7 clients of which 4 were successfully contracted with the company and staffed to 80+ FTE based on projections (SnapCommerce, Drop Loyalty, Bonsai and Proofly) Re-Structuring the WFM Department which initially consisted of 3 RTAs, grown to team of 10 with segmented roles including Assistant WFM Manager, Lead WFM Analyst, WFM Analyst and RTAs). Restructuring the company Payroll Process with the implementation of Open Time Clock. Design and implementation of the WFM Process Framework for new account including Forecasting methodology, Capacity Planning Scheduling techniques, real time management and reporting structures. Implementation and Launch of WFM Software Teleopti to agent groups across each site. Responsibilities: - Lead the companies WFM Strategy across all account with primary focus on efficiency to meet monthly Gross Revenue and Margin targets. (USD$1 million+ per month) Drive collaborations with Operations through Live Capacity Plans designed to co-ordinate the efforts of Recruiting, Training and WFM in hiring, training and integration of agent pools to operations based on hiring decisions. Prepare billing invoices per cycle based on SOW Agreement. WFM/BPO Process Improvement Consultant Virtual Leaders Inc - (Kingston Jamaica) November 2019 - February 2021 Achievements / Contributions Financial Management Contribution - Participated in client Discovery Meetings, providing demonstration of productivity monitoring software and as well as providing preliminary month/annual invoice projections. - Help grow the newly formed BPO from 11 agents to 75+ Agents across several clients by December 2020 with annual earnings north of $250,000 USD with gross margin above 45%. - Analyze trends in revenue generation and create projections for upcoming year whilst providing the CEO with grow targets. Process Improvement - Lead process improvement initiatives across multiple departments with special emphasis on Workforce Management but also included recruitment strategies, internal employee assessment among others. - Prepared and managed a Capacity Plan across multiple clients with recruitment strategies to replenishing lost headcount within the workforce pool. - Restructured and optimize payroll process (reducing previous 8-hour task to 15-minute process). - Restructured company hiring/recruiting evaluation process which would score applicants across several metrics of role suitability based on prior experience and/or formal education/developed skillsets. Workforce Management Supervisor (Acting WFM Manager) Advantage Communication Inc.- (Kingston Jamaica) April 2018 – August 2019 WFM Resource Management of two (2) Accounts - Flow Communication (600 FTE) – Inbound and Outbound Sales Just Develop It (25 FTE) – Inbound Voice/Chat Accomplishments & Major Contributions: - Awarded: Appreciation Award – Teamwork & Leadership Excellence Successful Implementation of Daily Budget Margins (Hours Management) to ensure profitability is achieved at a daily level which has led to successful maintain of production spend below target budget. Successful Achievement of SLA Goals for 3 Lines of Business 3 consecutive quarters 2018. Design and implementation of the WFM Process Framework for new account including Forecasting methodology, Capacity Planning Scheduling techniques, real time management and reporting structures. Responsibilities: - Host weekly Capacity Planning Meeting with to both clients and internal stakeholders on staffing projections and potential Conduct weekly huddles with clients to review performance and WFM deliverables whilst using form to escalate possible challenges or opportunities to improve performance through client intervention. Report on WFM KPI’s and Performance Strategy at weekly ACI Leadership Meetings. Manage WFM team productivity to ensure WFM Processes deliverables are met. Provide strategic support to Operations/Training/Recruitment for new hire and employee rollup planning. Workforce Administration Associate - Level III Conduent Inc - Formally Xerox Services. - (Portmore, Jamaica) November 2014 – April 2018 Promotions Earned: Workforce Management Special – July 2016 – April 2018 Workforce Management Analyst – August 2015 – July 2016 Real Time Analyst – November 2014 – August 2015 EDUCATION TECHNICAL STRENGTHS University of Technology, Pursuit of: BEng Chemical Engineering (Discontinued) 2006 – 2009 Data Analytics in Excel - Excelsior Community College Natural Science – Advanced Level Studies – CAPE Physics & GCE A level – Chemistry St. Catherine High School Ordinary Level Courses – 7 Subjects Awarded - Pivot Tables Conditional Formatting Marcos Creation & Management Using Analytical Add-ons Advanced Formulae using IF Functions CRM/CMS Reporting CERTIFICATION - Mastery Certification in WFM Injixo - The Call Centre School, Chicago, USA Achieved on March 19, 2016 Course Content: Introduction to WFM Data Collection and Analysis Forecasting Fundamentals Calculating Call Center Staff Scheduling Principles and Problems Managing Daily Service Levels Attendance and Adherence Advanced Forecasting Techniques Skill Based Routing Communications for WFM Professionals CAPACITY PLANNING - Conduent/Xerox On the Job Training COPC WFM Training - Forecasting Techniques - Scheduling Techniques - Real Time Management NICE IEX Workforce Administration Training, WFM Global Quality Department - Real Time Adherence using IEX - Intraday Management using IEX - Conduent Standard Forecast Files CC Math Training Seminars Workforce Mathematics • Synchronized and Non- Synchronized Channels • Erlang C Calculations for Live-Chat Systems. REFERENCES Jinelle Mitchel Previous Director of Shared Service SSG, Innovative Vision Inc- Dashboard Design Service Level Bill2Pay/Occupancy AHT (Talk,Hold,ACW) QA/Customer Satisfaction Agent Scorecard Dev Andre Linton Snr Operations Manager - Flow Advantage Communications- Projecting volumes Projecting AHT Projecting Shrinkage Projecting Attrition Recruitment Management