Senior Manager, Customer Service Strategy & Analytics Resume Riley York Senior Manager, Customer Service Strategy & Analytics (503) 555-0184 riley.york@example.com rileyyork Portland, OR 97205 STRENGTHS Decision support Translate forecast assumptions into clear service and cost tradeoffs, helping leaders make staffing decisions with incomplete demand information. Analytical judgment Test model inputs against operating context and flag uncertainty, so partners can distinguish genuine demand shifts from model error. Team development Coach analysts on validation and executive storytelling, building confidence in the recommendations they present to business partners. Cross functional partnership Bring Operations, Finance, Product, and Technology into planning discussions to connect customer changes with staffing implications. Clear communication Explain forecast drivers and limitations in practical terms, giving senior partners a sound basis for follow up when actuals diverge. SKILLS Customer Service Forecasting Call Volume Forecasting Chat Volume Forecasting Case Volume Forecasting Average Handle Time Workforce Planning Predictive Modeling Model Validation Back Testing Forecast Variance Analysis Demand Driver Analysis Financial Analysis Business Case Development Scenario Analysis Executive Presentations MY CAREER 13.4 Years Senior Manager, Customer Service Strategy & Analytics at Cascadia Benefit Partners (3.7 Years) Analytics Manager, Workforce Planning at SummitCare Administrators (2.8 Years) Senior Business Analytics Consultant at Juniper Ridge Health Plan (2.4 Years) Business Analytics Consultant at Redwood Advisory Group (2.3 Years) Operations Data Analyst at Cascade Mutual Health (2.2 Years) SUMMARY Strategy and analytics leader with 13 years of experience translating healthcare customer service data into forecasts and operating decisions. Lead analysts and workforce planners, partnering with Operations , Finance, Product, and Technology to connect call, chat, and case demand with staffing and expense needs. Build and validate predictive models, explain forecast variance, and communicate assumptions and uncertainty so leaders can weigh service and cost tradeoffs. Use SQL , Python, and financial analysis to assess new products and digital automation, develop business cases, and guide pilot measurement and deployment recommendations. Earlier consulting and health plan experience informs practical analysis of demand drivers, workforce plans, and customer experience across medical, dental, digital, and pharmacy services. EXPERIENCE Senior Manager, Customer Service Strategy & Analytics Cascadia Benefit Partners Mar 2023 - Present Portland, OR Lead a team of eight analysts and workforce planners producing demand forecasts for medical, dental, digital, and pharmacy service operations, connecting staffing recommendations to service and expense goals. Reworked call, chat, case, and handle-time models in Python and SQL, adding product launches, seasonality, and contact drivers; regular back-testing made planning assumptions easier for operations leaders to evaluate. Established a monthly variance review with Finance and Operations, tracing forecast misses to specific demand changes and translating findings into near-term staffing adjustments. Since 2024, assessed projected contact and staffing effects of digital automation initiatives with Product and Technology partners, informing pilot measurement plans and deployment recommendations. Coached team members on executive-ready storytelling, model validation, and scenario analysis, while supporting hiring and development plans for a stronger analytics bench. Built short- and long-range forecasts for call, chat, and case volumes and average handle time , then reviewed demand drivers and model limitations with leaders to frame uncertainty in staffing recommendations. Compared workforce footprint options and technology investment scenarios using forecast demand, service targets, and operating costs, giving senior leaders evidence for operational strategy and longer-term data strategy decisions. Analytics Manager, Workforce Planning SummitCare Administrators Jun 2020 - Feb 2023 Vancouver, WA Managed six analysts supporting customer operations across employer health and pharmacy benefit services, coordinating forecast delivery with workforce management and finance planning cycles. Rebuilt demand scenarios to distinguish new client onboarding, benefit changes, and product launches, enabling leaders to compare expected workload and staffing needs before implementation. Introduced consistent back-testing and forecast variance documentation across major service channels, helping business partners distinguish model error from genuine shifts in customer intent. Developed business cases for service technology and process changes, combining forecast demand, handle-time assumptions, and operating cost considerations for leadership review. Designed test plans for a contact routing change by defining comparison periods, volume and handle-time measures, and staffing guardrails; findings informed deployment timing and service coverage decisions. Senior Business Analytics Consultant Juniper Ridge Health Plan Jan 2018 - May 2020 Salem, OR Designed predictive forecasts for call volume and average handle time across multiple member service programs, combining historical contact patterns with enrollment and benefit calendar data. Used SQL and Python to test model inputs and compare forecast accuracy across service lines, documenting limitations for operations and finance stakeholders. Evaluated the staffing effects of product and policy changes with operations leaders, translating analysis into scenario plans for contact center schedules. Presented quarterly outlooks to senior partners, explaining forecast drivers and recommending targeted follow-up when actual demand diverged from plan. Owned model design from source data review through validation and back-testing, comparing alternative demand assumptions to clarify uncertainty before leaders set service and staffing plans. Business Analytics Consultant Redwood Advisory Group Sep 2015 - Dec 2017 Eugene, OR Built demand and financial models for healthcare service clients, organizing operational data into practical views of volume, handle time, capacity, and cost. Analyzed contact trends and service workflows to identify demand drivers, then prepared concise findings and scenario comparisons for client decision makers. Supported model testing by reconciling source data, reviewing assumptions with subject matter experts, and documenting sensitivity to changing inputs. Operations Data Analyst Cascade Mutual Health Jun 2013 - Aug 2015 Bend, OR Produced recurring service-volume and staffing reports for member support teams, using SQL extracts and spreadsheet analysis to explain workload patterns. Standardized source data checks for call and case reporting, resolving mismatches with operations partners before monthly planning reviews. Prepared trend summaries on seasonal enrollment and benefit-related demand, giving supervisors a clearer basis for schedule adjustments. PORTFOLIO Title: Customer Service Forecasting Work Sample Link: Description: Illustrative sample outlining forecast assumptions, variance analysis, and staffing scenarios for healthcare service operations. Title: Healthcare Operations Business Case Work Sample Link: Description: Illustrative sample connecting projected service demand, handle time, staffing needs, and operating cost considerations. LEADERSHIP & AWARDS Led development of analysts and workforce planners through coaching on model review and executive communication, helping establish shared standards for clear, decision ready analysis. Supported analyst hiring and development planning, strengthening team capacity for forecast delivery across complex customer service operations. EDUCATION Bachelor of Science University of Oregon 2012 Eugene, OR CERTIFICATIONS Healthcare Analytics Certificate, University of Washington Continuum College 2019 Forecasting and Predictive Analytics Training 2021 Python for Data Analysis Training 2022 TECHNICAL SKILLS Programming Languages: Python, SQL, R Data Analysis Libraries: pandas, NumPy, SciPy Statistical Software: SAS, IBM SPSS Statistics, Stata Spreadsheets: Microsoft Excel, Google Sheets, LibreOffice Calc Business Intelligence: Tableau, Microsoft Power BI, Qlik Sense Data Visualization: Plotly, Matplotlib, Seaborn Relational Databases: PostgreSQL, Microsoft SQL Server, Oracle Database Cloud Data Platforms: Snowflake, Google BigQuery, Amazon Redshift Workflow and Notebooks: Jupyter, RStudio, Apache Airflow Version Control: Git, GitHub, GitLab Survey and Contact Platforms: Genesys Cloud CX, NICE CXone, Amazon Connect SKILLS Customer Service Forecasting Call Volume Forecasting Chat Volume Forecasting Case Volume Forecasting Average Handle Time Workforce Planning Predictive Modeling Model Validation Back Testing Forecast Variance Analysis Demand Driver Analysis Financial Analysis Business Case Development Scenario Analysis Executive Presentations PROFESSIONAL AFFILIATIONS Member, INFORMS, engaging with the professional community focused on analytics, operations research, and decision science. Member, Society for Health Systems, participating in a professional community centered on healthcare operations and service improvement.
  • File
  • US
File
Styles Download Buy Log In
Bootstrap
> JP 1 1
PDF Footer and Margins Setup
The margins are applied to the document, and the footer shows up in the preview and the PDF

Footer Font Settings

Are you applying for a specific job
so we can tailor your resume to it? Are you applying for a specific job
so we can tailor your cover letter to it?

Your data stays private and is never used for training.Privacy Policy

Type your details as text to generate a personalized resume Type your details as text to generate a personalized cover letter
Website link found! Ready to create resume from:
Skip this Step

Your data stays private and is never used for training.Privacy Policy

Drag the into the box to verify you're human.
Drop here

My Resumes

Displaying {number_of_files} files (out of {total_of_all_files} total)
Name File Type Last Modified: Description:

Rename File

Filename already exists!

Delete Files

Warning: This action is irreversible. Once you click submit, the files will be permanently deleted.

Heading text
Upload From Computer Upload
Select From Existing
LinkedIn
Drag & Drop files anywhere in this tab, or

Uploaded Files

Delete Name Last Updated Use This File
Select this to use the file for generating your resume and cover letter. Only one source—uploaded file, selected file, or LinkedIn text—can be used.

My Files

Resumes or cover letters you create will appear here. No files available yet.
Delete Name Last Updated Use This File
Select this to use the file for generating your resume and cover letter. Only one source—uploaded file, selected file, or LinkedIn text—can be used.

Add LinkedIn Profile PDF

You can download your LinkedIn profile as a PDF by opening linkedin.com in a web browser, clicking your profile photo, selecting the “More” or “Resources” button, and choosing “Save to PDF.” You can then attach the PDF using the Upload From Computer tab.

Paste Your LinkedIn Profile Text

If you have copied the LinkedIn profile text, paste it below. See how to copy your profile from LinkedIn

Select this to use the LinkedIn profile text for generating your resume and cover letter. Only one source—uploaded file, selected file, or LinkedIn text—can be used.

Try these controls

<
>