Garrett Nelson

Experience

• 

  Circle K

  Jul 2013 - Feb 2014

  Assistant Manager

  Swiftly promoted to assistant manager role. In charge of shift changes, administrative procedures, deposits, audits, training and coaching.

• 

  Natural Partners

  Feb 2014 - May 2019

  -Managed Salesforce analytics and administrative tasks for the entire sales team.-Created and maintained sales funnel, categorizing prospects and existing account priority statuses.-Significantly boosting the sales team's operational efficiency and data accuracy through targeted improvements in outbound and existing account management.-Help desk lead for internal Salesforce requests and platform error resolutions.-Netsuite and Tableau report creation for business analysis and Sales team performance reporting.-Maintained database through Cloudingo scrubbing data and validating accuracy. Show less -Designed and implemented innovative sales funnels and KPI dashboards leveraging Tableau and Netsuite.-Organized, scheduled, and supervised the sales teams activities to ensure tasks are being accomplished on time.-Lead training for new sales team members, onboarding and teaching skill improvements.-Increased opportunity conversion rates via streamlined data management for enhanced decision-making.-Collaborated with Engineering and Marketing Departments to promote UI and system/e-commerce platform improvements, manage marketing campaign initiatives, as well as regression testing platform stability during platform builds.-Lead team through company merger, assisted in team structuring and placement within mixed departments. Show less -Territory medical/e-commerce software sales (B2B and B2B2C), managing book of accounts and hitting sales goals.-Account support for medical practitioners, reporting and maintaining support tickets in Jira.-Client e-commerce website assistance and customization, utilizing Oracle for edits and customizations.-Regression/QA testing platform updates and feature improvements, documenting and reporting on findings.-Scoping for practitioner website advancements, relaying customer friction points and validating system hurdles. Show less

  • Junior Salesforce Administrator

    Nov 2018 - May 2019

  • Sales Operations Manager

    Feb 2018 - Nov 2018

  • NP Script Team

    Nov 2014 - Feb 2018

  • Customer Care Group

    Feb 2014 - Nov 2014
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  Fullscript

  May 2019 - Apr 2024

  -Spearheaded the development of strategic and ad hoc reports for C-suite executives using SQL, Looker, Excel, Google Suite, and Netsuite along with Zendesk CRM integrated tooling.-Facilitating data-driven decision-making and supporting long term planning for customer service and operations teams.-Implemented system processes for department efficiency and consulted the engineering, marketing, and product teams on project cost and ROI.-Experience in managing, organizing, and synthesizing large amounts of information and presenting to leadership in a concise and cohesive summary.-Team management with quarterly assessments, salary advancement, and performance/KPI targets.-Administration of operational software with quarterly systematic improvements and future state design.-Analyzing and forecasting staffing needs across multiple locations and time zones, building schedules accounting for holidays/personal needs, and weekend rotations in Excel and Assembled WFM software.-Maintaining employee access, security levels, and roles within operational software.-Monitoring customer support systems with ad hoc diagnostic and service issue resolution, identifying and escalating system critical issues while moving agents to protect SLA adherence. Show less -Analyze operational trends and performance issues, implementing process and system improvements.-Internal helpdesk work investigating and resolving system issues, packaging bugs for engineering team resolutions using Jira while maintaining HIPAA and PCI compliance.-Track and assess multiple projects’ progress and remaining tasks to reduce errors and honor deployment target dates.-Administration of CRM and Data systems, pushing tooling advancements and workflow optimization.-Reduced agent escalations to less than 1% by identifying and correcting knowledge gaps and process defects.-Key collaborator in sunsetting wholesale and direct to consumer e-commerce platforms, while cross collaborating with marketing, product, and engineering.-Monitor and coordinate department requests, resolving system and data related requests utilizing Looker, -Good Data, Netsuite, Excel, SQL, and Google Suite.-Communicate effectively with peers and management regarding project completion and roadblocks.-Lead customer campaigns for tax changes, requiring customer communication and sensitive data handling.-Assist with the implementation and deployment of training material to new users. Show less

  • Real Time Operations Analyst

    Aug 2020 - Apr 2024

  • Knowledge & Internal Support Services

    May 2019 - Aug 2020
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  Prosper Marketplace

  Oct 2024 - now

  WFM Short Term Planner

  Develop and maintain short term staffing need forecasts for several lines of business through using finance/marketing forecasts to project call volume, analysis of cohort tenure on AHT and then use of Erlang, weighted averages, indexing, seasonality and trend analysis. Understand regression analysisStand up forecasting for new lines of business and size support need for new products or channels of supportAssist department leaders with accurate forecasts of staffing need and shrinkage trends compared to current staffing and possible attrition to craft hiring plans to ensure actual headcount matches needAnalyze & communicate staffing plans to ensure they align with company growth and cost effectiveness objectives. Identify opportunities to staff more cost effectively and save moneyMeasure forecast performance by creating and / or providing metrics and measurements that illustrate forecasting efficacy and scheduling efficiencyConduct root cause analyses to provide recommendations for WFM forecasting and scheduling process improvements. Experience in process creation, documentation, and improvement with an eye toward efficiency and error reduction.Craft strategy to meet or exceed ongoing interval compliance, service level, abandon rate, schedule adherence, utilization, and occupancy objectivesCreating optimal schedules to meet forecasted distribution of need and running shift bids (includes managing PTO allocations & bids)Represent and explain complex models of data analysis to operation staff, leadership, and front-line staff in a familiar and non-technical languageCreate visualizations to convey information regarding the short-term staffing forecastWrite script in GCP Big Query to answer novel data questionsAdjust existing Tableau reports and build new ones as needed for the business Show less