N. Dante Lugo

As a Resource Planning Advisor, I provide budget and demand forecasts for vendor management. I help the team react to the changing nature of demand and plan for future requirements through the ongoing COVID pandemic. I also provide insights gleaned from trends and business data while pursuing constant process improvement.

Provided long range and short range demand forecasts and scheduling models to myMatrixx contact center. While in this role I helped transition the myMatrixx contact center into the Express Scripts workforce paradigm including new processes, procedures, and software.

As a Scheduling Analyst I produced schedules and hiring recommendations for contact center employees to meet commitments to our customers and clients. I worked to improve efficiency and resolve challenges through analytics and coordination with operations and resource management.

As an Associate Real Time Analyst working with the Express Scripts Global Command Center I was responsible for monitoring all of the phone queues for the Express Scripts contact centers and adjusting staffing levels in real time to manage shifting volume. I also provided incident response support during periods of high volume, technical issues, disaster recovery, and weather impact.