Mohinder Nathan

Lead the workforce analytics team to optimize scheduling, forecasting, and real-time management across multiple lines of business. Spearheaded the implementation of Genesys Cloud, streamlining communication and analytics capabilities. Collaborated with senior leadership to align workforce strategies with organizational goals, driving service excellence and efficiency. Delivered innovative capacity planning and reporting solutions, enhancing decision-making and operational agility. Partnered with cross-functional teams to address performance gaps, resulting in measurable improvements in service level and customer satisfaction.

Overview: Implemented the forecasting process and provided objective short-term and long-range forecasting models to the Senior Operations Team.

Overview: Managed and attained KPI targets for 25+ clients, with uniquely individual operating procedures. ►Created reports and dashboards to highlight client KPIs and business objectives ►Maintained an excellent relationship with the key stakeholders of the account ►Collaborated with the Client Partner & Customer to establish a success plan consistent with the customer’s needs ►Optimized and improved the development of tools and processes to drive performance results ►Improved Sales Excellence through client calibration, coaching workshops, and daily performance analysis

Provide oversight to the Workforce, Quality Assurance, and Customer Service departments. Implemented workforce strategies that increased Answer Rate and Service Levels by 20%. • Created reports to highlight client KPI’s and business objectives • Optimized staffing across all programs to ensure agents schedules synchronized with call arrival patterns • Exceeded Quality Assurance scores by 25% by benchmarking best practices • Improved Customer Experience scores by 5% through continued education and peer mentoring programs • Improved Sales Excellence through client calibration, coaching workshops and daily performance analysis • Maximized labor efficiency through WFM scheduling/forecasting and real time operations • Worked closely with Marketing and Sales teams to determine call volume forecasting and to project sales, take rates, subscriber base, etc.

Overview: Reported directly to the Senior Director of Forecasting Excellence, directed a virtual team of over 12 Operations Professionals to implement Global Workforce Management plans for 7,000 voice and chat agents that optimized Performance, Contained Cost, and Grew Revenue. ►Leveraged forecasting and staffing algorithms to optimize resource plans which resulted in a 6% increase in improvement of overall occupancy, $5M in favorable rate performance, and $7M in increased revenue ►Authored cross functional standard operating procedures that eliminated bottlenecks, reduced agent contact rate by 42%, and increased revenue by 21% ►Managed all aspects of cable service and business operations for all National Centers of Excellence programs which comprised of over 2M residential cable and internet customers. Partnered with site leadership in six networked call centers to institute call sharing, least-cost routing. Maximized labor efficiency through WFM scheduling/forecasting and real time operations. ►Launched 6 National Centers of Excellence (from 120 - 1000 seats) while maintaining relationship survey scores among the highest in the organization.

Overview: Provided leadership and development to 1,200 international and domestic agents through continuous evaluation, constructive coaching, and results-oriented motivation to achieve sales goals and improve performance. ►Implemented a minimum call threshold for Inbound/Outbound Sales Campaign which resulted in a 12% increase in sales and optimized outbound dialing efficiency ►Reduced agent talk time by an average of 3 minutes, and saved company over $1.5M annually ►Created and implemented an agent productivity metric, which resulted in a 15% increase in agent efficiency ►Spearheaded staffing optimization for call centers in South Florida, Dallas, Guatemala, India, Philippines, Costa Rica, Dominican Republic, and Nairobi.

Overview: Led a team of client operation leads whose focus was to ensure that client service levels and respective key metrics were achieved. Generated new ways to adjust, automate, and improve processes and ensure our ability to meet our client's service levels and requests is maximized and drives consistency. ►Moved all outsource vendors to a single WFM system to provide fully consolidated and coordinated staffing resulting in a reduction in costs and an increase in service levels ►Implemented more exacting forecasting (volume and staffing) improving service level to 90% (from 70%)

Overview: Prepared accurate and timely forecasts in a high volume contact center. Analyzed Customer Service Center's efficiency and customer service performance. Monitored agent occupancy in regards to call arrival patterns. ►Conducted long range capacity planning and short term forecasting for both internal and outsourced call center sites ►Directed sites to appropriate staffing levels needed to maintain service levels ►Partnered closely with Finance departments to determine the long range financial forecast ►Collaborated with Marketing and Sales channels to determine call volume forecast derived from projected sales, take rates, subscriber base, etc. ►Provided VP level communications for all lines of business supported by the Care organization

M.B.A. Student at Huizenga School of Business and Entrepreneurship