Professional Objective

Analytics is my passion. I am driven by a deep desire to understand why things are the way they are and how they can be improved. Throughout my career, I’ve helped organizations solve some of their most challenging problems. That’s what I do. That’s what I want to continue to do and advance in.

Summary of Relevant Experience

I have over 13 years in operations with a proven track record of delivering results. I have 5+ years of dedicated operations analytics related roles where I’ve helped organizations solve some of their most complex problems. I also have a combined 5+ years of supervisory, management, and leadership roles where my teams have achieved success. I have a proven ability to manage multi-disciplinary functions in complex fast paced business environments. I am results oriented, highly organized and customer focused. As my references can attest to, I’m a team player who is highly effective at building and maintaining strong working relationships. I believe my unique combination of technical, creative, and soft skills, and my ability to distill complex ideas into simple concepts makes me an extremely adept analyst.

Core Competencies

Technical Skills

• MS Office: Advanced Excel, PowerPoint, Word, Outlook, Visio, Access • Data mining & reporting platforms: Business Objects, Spotfire, Minitab, Crystal Reports, Banner CRM

Relevant Rewards & Recognition

• Management Award, Genworth Financial, 2014: For efforts on the Kenexa Employee Engagement Committee • Management Award, Genworth Financial, 2014: For work on Claims Analytics/Capacity Management • Spotlight Award, Genworth Financial, 2014: Peer award for coaching and training on capacity management • Management Award, Genworth Financial, 2011: For building Underwriting associate performance scorecards

Professional Experience

GENWORTH FINANCIAL CORPORATION: USLI, Strategic Analytics, Lynchburg, VA Nov. 2009 - Current

Senior Operations Specialist (Senior Operations Analyst), June 2013 – Current Team Manager, Capacity Management, April 2012 – June 2013 Capacity Management Specialist (Operations Analyst), Nov. 2009 – March 2012

In my three roles at Genworth, all within the Analytics team, I’ve achieved growing levels of responsibility as well as maintained a core set of functions and deliverables common to all three roles. This summarizes relevant experience and skills from the three roles I’ve had.

• Provide broad based analytical support to multiple operational departments including Life New Business (Term, Universal Life, and Linked Benefits insurance products), Underwriting and periodic support of Long Term Care, Annuities, and Claims; focus includes capacity management of FTEs to ensure business areas are staffed appropriately and effectively utilized; model combined areas of hundreds of FTEs.

• Provide expert capacity management including defining, measuring, and analyzing work types, work volume, work/process timings, associate effective time, and shrinkage. Utilize these factors to produce/build data driven, highly

• Operations analysis • Capacity/Staffing planning • Workforce management • Complex modeling • Data mining & reporting

• Process measurement • Process improvement • Ad hoc reporting • Forecasting • Call center operations/technology

• Management consulting • Performance measurement • Performance management • Scorecards • Communication

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Address: 482 Addie Way, Lynchburg, VA 24501 Phone: 434-426-3451 Email: paul.j1clark@yahoo.comPAUL J. CLARK

accurate capacity models to determine total effort and FTE resources required. These numbers are used in staffing, forecasting, budgeting, and comparing monthly against actual FTE counts to ensure effective staffing.

• Develop work plans, schedules, coordinate resources, & provide status reports to ensure timely deliverables. Gather and analyze data. Present findings using appropriate visualizations to customers. Communicate effectively. Create extensive documentation of work and assumptions.

• Utilize broad process and operations knowledge to provide valuable internal consulting to a vast range of leaders from Coordinators to Sr. Vice Presidents regarding staffing needs, operations, and process improvement opportunities based on analysis and findings.

• Utilize various project management frameworks to define opportunities/problems and execute on solutions including Six-Sigma DMAIC (Define, Measure, Analyze, Improve, & Control) and LEAN methodologies.

• Meet with Leaders to define problems/opportunities, scope, and provide recommendations; execute the plan and deliver on time; summarize and effectively present findings into concise communications.

• Design, build, implement, evaluate and maintain associate productivity tools/scorecards which capture and report out on daily activities and utilization/effectiveness.

• Design and build data architecture to mine and automate data processes across different platforms. • Led efforts within the analytics team to utilize best practices and implement standardized deliverables. • Coordinated and led multiple training initiatives with new hires and peers. • Ad hoc analysis, general reporting, contributed/led various projects, cost/benefit analysis, and forecasting. • Served as a key volunteer member of the Kenexa Employee Engagement Committee to evaluate areas of opportunity for

improved engagement within our department; team presented recommendations to VP; suggestions were implemented. • Managed a team of two Capacity Management Specialists who supported areas in Customer Service and Long Term Care

to ensure workforce requirements were measured and staffing resources were efficiently utilized.

LOCKHEED MARTIN CORPORATION: IS&GS, ED Pubs, Jessup, MD Nov. 2007 - Nov. 2009 Contact Center Operations Manager, Mar. 2009 – Nov. 2009 Contact Center Operations Supervisor, Nov. 2007 – Feb. 2009

• Successfully managed a diverse team ranging from 9 to 14 direct reports in a multi-channel publication distribution customer service contact center on a $60 million dollar government contract. Responsible for all operations pertaining to handling inbound calls, emails, mail, and faxes.

• Responsible for staff selection, hiring, termination, training, coaching, scheduling, and adherence to LM policies and procedures. Coordinated the use of temporary contract staff to support high volume periods as needed.

• Conducted business analysis on contact center technology infrastructure including automated call distribution (ACD), integrated voice response (IVR), computer telephony integration (CTI), speech recognition, hosted vs. non-hosted solutions (SAAS/Cloud Computing), and other related technologies.

• Consistently meet aggressive customer and client satisfaction ratings and service level agreements. • Ensured all key performance indicators for quality, dependability, productivity, and agent utilization were met. • Conducted business case analysis on various initiatives and process improvements; ROS projections/calculations; profit/

loss projections; analyzed call center operations. • Worked with spreadsheets for pricing models; forecasted workload which was used in the contract proposal pricing effort. • Researched and obtained proposals/quotes from various vendors for program improvements such as Print on Demand,

SAAS (hosted) CRM and WMS solutions. • Subcontractor management including invoice approval and staffing coordination. • Generated, administered, analyzed, and reviewed performance reports. • Successfully used ACD data to maintain needed staffing levels through capacity planning, workforce management, volume

forecasting, year to date benchmarking, and trend analysis. • Created and revised operational procedures, manuals, workflows, and business process diagrams.

LIBERTY UNIVERSITY: Undergraduate Resident Recruitment, Lynchburg, VA Oct. 2002 - Nov. 2007

Director of Admissions and Retention, March 2006 – November 2007

• Directed all aspects of daily operations for three departments within the Resident Recruitment Undergraduate division: Admissions, Admissions Processing (25,000+ applicants annually), and the Student Advocate Office (student retention and success, 10,000+ students in fall 2007). Managed multi-channel contact center’s inbound/outbound volume of ~200,000+ calls to achieve acceptable service level standards.

• General Management of ~51 employees. Hiring, termination, training, motivating, performance evaluation, development, and budget oversight. Planed, organized, implemented, led, controlled, set goals, and evaluated recruitment and retention related activities throughout enrollment thereby converting prospective customer leads into matriculated customers. This includes marketing initiatives and recruiting strategy.

• Led new enrollment areas to contribute to the $76 million in revenue generated through recruiting 7,315 new students since fall 2006. The fall ‘07 class was the largest in LU’s history and exceeded the goal by 310 (9.3%).

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• Led re-enrollment and retention units to be a large contributor to increased fall to fall retention rates of 75.5% in 2005 to 78.3% in 2007 (annual avg. increase of 1.35%). Fall ‘06 to fall ‘07 increased retention equates to approximately $1.25 million in gross revenue.

• Personally managed a multi-million dollar student discount rate; revenue, expenditures, forecasting, trending, ROI. • Analyzed data to set annual/monthly enrollment goals and forecasts; generated and analyzed reports on operational and

financial metrics; prepared and presented proposals, recommendations, and reports to senior management including the C.O.O. and Chancellor; executive communication and reporting.

• Designed procedures and policies, conducted ongoing business process review, process improvement, performed workforce management and capacity planning, problem identification and resolution.

Supervisor of the Student Advocate Office (Student Retention), May 2005 – March 2006

• Directed all aspects of the development and daily operation of the customer retention and success (Student Advocate Office) contact center including: strategic analysis, planning and assessment, staffing, reporting, and marketing initiatives.

• Supervised 6 direct reports (5 full-time, 1 part-time) in a fast paced customer service and sales environment; recruited, hired, trained, assigned work and goals, assessed, and rewarded subordinates.

• In conjunction with other university initiatives, generated revenue through increasing spring to fall retention rates from 80.9% to 82.2%; exceeded spring to fall retention rate goal of 81.4%.

• Successfully forecasted retention rates, queried data, created reports • Developed a demographic based method for quantitatively profiling student risk of attrition; assessed when and why

students persist or drop out, created a detailed profile of each student’s probability of academic success. • In conjunction with the Office of Institutional Effectiveness, directed the research and evaluation of student satisfaction

data from an institutional survey sample of 2,000 students. • Collaborated directly with 19 department directors, executives, and vice presidents to discuss strategic solutions based on

survey data collected, which was a major factor in several institutional improvements.

Special Projects & Event Management, spring 2005 – fall 2007

• Managed early student orientation and new student check-in; coordinated department managers and support staff to service 3,350 students and parents; tripled annual event attendance.

• Managed a team to conduct focus groups of 250 students and department heads for market research; analyzed findings and reported recommendations to senior management.

Student Advocate, September 2004 – April 2005

• Provided quality advocacy to 1,750 students through phone, email, and direct contact resulting in increased student success rates; wrote and edited content and scripts for direct mail, e-mail, and telemarketing campaigns.

National Recruiter, October 2002 – Jan. ’03; May’03 – September 2004

• Gathered prospective student inquiry cards and applications nationally. Obtained the highest number of student inquiries and applications for several consecutive quarters; was the top recruiter of nine during that time.

• Spokesperson and Sponsor Representative at music concert events; gave live oral presentations from the stage to a cumulative total of ~500,000 people; traveled to 47 cities with major recording artist, the Newsboys; collected thousands of inquiry cards and applications and consistently exceeded departmental goals.

Specialized Training

• Lean Awareness, Genworth Financial Corporation, 2014 • Everyday Leadership, Genworth Financial Corporation, 2012 • Operations Learning Week, Genworth Financial Corporation, 2011 • Building Loyalty & Commitment in the Workplace, Lockheed Martin Corporation, 2009 • LM21: Operational Excellence, Lockheed Martin Corporation, 2008 • How to Excel at Managing and Supervising People, SkillPath Seminars, 2008

Education

• B.S. in Business Marketing, Minor in Youth Ministries, Liberty University, Lynchburg, Virginia, 2002

References available upon request

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