Jordan Loos-López

Experience

• 

  Verizon

  Feb 2009 - now

  • Supervise a group of analysts both on-site and remote for the National Command Center and IMT for Verizon Wireless & Wireline Bill-to-Cash Corporate Finance• Responsible for real time management of Bill-to-Cash call center agents across 15 call centers (Verizon and Strategic Partner Channel) spanning 24x7x365 operations.• Responsible for meeting occupancy targets through balance of multiple inbound/outbound/offline strategies. • Proactively identify potential impacts to call volume and partner with Operations to mitigate associated risks.• Organize, prioritize, and complete business-critical deliverables with urgency.• Consistently foster an environment of proactive analysis through example.• Regularly meet with employees to ensure employee development and alignment of organizational initiatives.• Key stakeholder or project lead in many high-profile initiatives for Resource Management across Bill-to-Cash and other Verizon Departments. • Oversaw Command Center and IMT integration project. Coordinated/transitioned project to relocate existing command center to new location.• Responsible for the interviewing and hiring for over 20 Analysts.• Partner with Operations for disaster recovery plans for finance lines of business.• Responsible for call center reporting/analysis which includes dashboards, internal daily/weekly/monthly reports, databases, score cards, and ad-hoc requests. • Highly proficient in Wireless Collections, Fraud and Credit Applications and Systems.• Financial Services IEX Administrator, Subject Matter Expert and Trainer. • Continued leadership support both on and off-site during operational hours, including a regular on-call rotation. Show less Responsible for overseeing National Forecasting Portfolio.Responsible for providing support to 12 LOB with mulitple subsets inlcuding inbound, outbound and offline call centers (approx: 2600 employees).Responsible for forecast accuracy and results reporting for all LOB’s.Serve as Workforce Management Software (IEX) Subject Matter Expert.Responsible for trend analysis of customer traffic for future volume projections.Responsible for Capacity and Staff Planning across all LOB's.Developed Long-Range Forecasting models for all LOB'sResponsible for Budget ForecastsImplemented various forecasting models and techniques into operations. Responsible for developing executive reports and decksManage projects ensuring deliverables are met on time.Recommend staffing needs and solutions for large product launches and various “what-if-scenarios”.Responsible for scheduling policies and processes for resource teams and employees.Completed WFM Certification program Show less

  • Manager - Workforce Planning & Analysis

    Jan 2021 - now

  • Supervisor- Workforce Planning & Analysis

    Mar 2018 - Jan 2021

  • Sr. Analyst, Workforce Forecasting and Data Analytics

    Feb 2009 - Mar 2018