Keith Gordon
Group Manager, E2E Workforce Management (WFM) @ Intuit
About
Highly motivated Expert Network Workforce Management (WFM) professional, with management experience for leading fortune 100 companies. Skilled public speaker, communicator and presenter possessing the ability to bridge the gap between technical and non-technical communication with various groups on any level. Strong general management qualifications in all parts of the WFM Value Chain (demand & supply planning as well as staffing, financial and real time operations). Consistently successful in providing data driven insights that maximize productivity and efficiency while delivering industry leading quality of service.
United States
San Diego
Computer Software
Statistics, Mathematics, Microsoft Excel, Stata, Sports, Data Analysis, PowerPoint, Data Mining, Visual Basic, Access, Databases, Economics, Microsoft Office, Management, Analysis, Programming, Leadership, Public Speaking, Process Improvement
Experience
Group Manager, E2E Workforce Management (WFM)
Intuit
San Diego, CA
•E2E WFM Leader for Global Business Solutions Group (GBSG) incorporating Quickbooks and Mailchimp •Leading autonomous AI powered WFM platform strategy to execution while driving seamless connectivity between demand planning, capacity planning and real time management
Group Manager, Real Time Operations
Intuit
San Diego, CA
•Overseeing Ops Strategy & Execution, Incident Management and Program Management •Leading Intuit WFM evolution to AI Powered Autonomous E2E Platform
Expert Network Forecasting & Capacity Planning Leader - Mailchimp
Intuit
•Onboarded Mailchimp onto Intuit Customer Success Workforce Management platform tools and capabilities
Director, Customer Support Operations
Intuit Mailchimp
•Launched Mailchimp's inbound phone channel to create more pathways for customer support •Led Workforce Management team and launching standardized forecasting and real time governance •Integrated Mailchimp's applications with Intuit's tech stack •Drove data management practices and creation of KPIs/Performance Scorecards to cement clear measures of success and to drive actionable insights
Director, Expert Network (EN) Workforce Management
UPS
Atlanta, Georgia, United States
•Championed Workforce Management (WFM) platform maturity into a single funnel across all metrics and all teams (internal/partner) •Consolidated site-based staffing/real time operations teams into two core locations to become the control center for the global EN
Director, EN Service Analytics & Operational Insights
UPS
Greater Atlanta Area
•Executed benchmarking and reporting of all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for UPS EN •Directed the organization, analysis, and consolidation of all field reporting done at an operations level to provide a streamlined, standardized single version of the truth
US, Americas Customer EN Demand & Supply Planning, RTO Manager
UPS
Greater Atlanta Area
•Owned the full Workforce Management (WFM) Value Chain for US and Americas customers including demand planning, supply planning (inc. BPO allocation, financial/staffing operations) and real time operations
US Customer EN Finance & Accounting Manager
UPS
Greater Atlanta Area
•Directed long term strategy via key financial levers including BPO/geo footprint and tech stack •Ran all financial planning, analysis and accounting for US Customer Contact Centers globally (>$200M annually) •Delivered annual budget review to CFO and senior executives for alignment on all spend, initiatives, efficiencies across the entire $600M cost EN business unit
EN Analytics Supervisor
UPS
Greater Atlanta Area
•Streamlined and automated databases using SQL and Microsoft Access to create value by optimizing services and processes •Led the people and tech stack maturity of Expert Network Performance Measurement & Analytics
Expert Network (EN) Analytics Specialist
UPS
Greater Atlanta Area
•Drove $4.5M annual savings by leading an Interactive Voice Response (IVR) analysis that revealed process flow gaps leading to multiple contacts per customer •Reduced 20 weekly hours of manual key entry by automating existing reporting using SQL and MS PowerPivot
Education
Emory University
Economics and Mathematics
Keith Gordon's Contact Information
Phone
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