Dewey Plott II
Chandler
Summary
Experienced coordinator with strong focus on team collaboration and achieving results. Skilled in project management, communication, and problem-solving. Known for flexibility with changing needs and reliability in delivering outcomes. Prepared to make significant impact in dynamic environment.
Overview
11
11
years of professional experience
Work History
Workforce Optimization Coordinator
City of Hope
01.2023 - Current
- Manage daily contact center operations to deliver exceptional patient and employee experiences
- Optimize resource allocation using real-time management strategies to consistently meet service level standards
- Develop accurate staffing forecasts and create optimal schedules that align with business needs
- Adjust intraday operations dynamically to support Patient Access teams
- Maintain evening and weekend availability as needed to address evolving business demands
Workforce Analyst 1
Cenlar FSB
07.2021 - 01.2023
- Supported daily operations and provided strategic workforce planning within the contact center environment
- Managed intraday staffing levels and administered schedule adjustments
- Monitored agent availability in real time to ensure schedule compliance
- Conducted daily meetings with management to review staffing trends and their impact on performance
- Analyzed call center data and recommended staffing adjustments based on volume trends
- Maintained processes, procedures, and the agent database within the WFM system
Workforce Analyst
McKesson
01.2019 - 07.2021
- Established communication, reporting, and process standards for Customer Experience Operations
- Managed call center software for scheduling, forecasting, call routing, and reporting
- Collaborated with internal teams to implement new business opportunities and enhance reporting capabilities
- Analyzed call center metrics to determine staffing needs and drive process improvements
Workforce Analyst
GenRx
01.2018 - 11.2018
- Managed call volume and labor resources for inbound, outbound, and workflow operations while maintaining service level goals
- Provided critical data-driven input to inform staffing plans based on historical and real-time performance
- Monitored and improved key performance indicators including service level, abandoned call, and answer percentages
Workforce Management Coordinator
SimonMed
06.2017 - 11.2017
- Led a team of four analysts (including remote staff) in executing day-to-day workforce management duties
- Coordinated with technical teams and vendors to establish call center queues and develop accurate forecasts
- Oversaw resource management to consistently exceed performance targets
- Developed and implemented policies for attendance, metrics, and procedures, significantly boosting service levels and adherence
Workforce Analyst
Guardian Protection Services
07.2016 - 06.2017
- Managed call volume and labor resources across inbound, outbound, and workflow operations, surpassing performance expectations
- Coordinated contingency planning with operations during high volume or low availability situations
- Monitored real-time schedule adherence and collaborated with supervisors to resolve issues
- Managed PTO and overtime processes while preparing detailed performance reports
Workforce Analyst
Apriva
11.2014 - 03.2016
- Maintained service level standards for the inbound call center on daily, weekly, and monthly cycles
- Forecasted staffing requirements and produced daily statistical reports
- Managed break and lunch schedules, supported training initiatives, and contributed to hiring decisions
Education
Business Administration
Strayer University
Chandler, AZSkills
- Proficient with Calabrio, Verint and various workforce management software
- Extensive knowledge of call center operations, terminology, and performance metrics
- Advanced proficiency in Microsoft Excel, Word, and Access
- Strong communicator adept at conveying urgency and resolution
- Excellent analytical thinker and problem solver
- Work Planning and Prioritization
- MS office
- Schedule coordination
- Scheduling and calendar management
- Project Support
- Staff management
Timeline
Workforce Optimization Coordinator
City of Hope
01.2023 - Current
Workforce Analyst 1
Cenlar FSB
07.2021 - 01.2023
Workforce Analyst
McKesson
01.2019 - 07.2021
Workforce Analyst
GenRx
01.2018 - 11.2018
Workforce Management Coordinator
SimonMed
06.2017 - 11.2017
Workforce Analyst
Guardian Protection Services
07.2016 - 06.2017
Workforce Analyst
Apriva
11.2014 - 03.2016
Business Administration
Strayer University
Similar Profiles
Ryan CaoRyan Cao
Radiation Therapist Student at City of HopeRadiation Therapist Student at City of Hope
Anny CarvajalAnny Carvajal
Patient Care Attendant at City of HopePatient Care Attendant at City of Hope
CAROLINA LOPEZCAROLINA LOPEZ
Medical Front Office Receptionist at City of HopeMedical Front Office Receptionist at City of Hope
Ethan GilbyEthan Gilby
Section Leader at Corona Del Sol High School Marching BandSection Leader at Corona Del Sol High School Marching Band
Tinh DuongTinh Duong
General Manager at Jimmy Johns Gourmet SubsGeneral Manager at Jimmy Johns Gourmet Subs