Wesley Curtis

About Wesley Curtis

With over 15 years’ experience in leadership, workforce management, call center management, and sales industry, I have developed the ability to balance multiple priorities simultaneously in a fast-paced environment while utilizing my organizational, leadership and communication skills to meet my goals. I consistently meet and exceed my departmental goals and I would like the opportunity to do the same for you.

Experience

1. Capacity Planner

   Snap Finance

   Mar 2024 — Present · Salt Lake City, UT, US

   Successfully plan and forecast via capacity modeling through operations, ensuring the business is successful staffed through all times of the year and that Alice is able to meet all their needs while using Snap, but also the agents have the flexibility they need to be successful.Creating and managing capacity planning models for Customer Service, Merchant Support, Collections, Loans, HC etc. through our internal and external sitesDevelop reporting and lead measures behind forecasts and staffing to keep the business aligned with peak seasonsManage all levels of staffing and partnering with the scheduler to ensure we have the proper amount of employeesEnsuring we are on track with availability through all sites within care – team huddles, 1x1s, training and nesting, party/ award engagement activates, holidays etc. and their affects on the net staff of the Contact CenterCreating operational efficiency and excellence while reducing overall Opex YoY with cost saving initiatives

Education

• Western Governors University

  Bachelor of Science - BS, Data Management/Data Analytics

  2020 — 2022

• Copper Hills High School

  High School, General Studies

  2004 — 2007

• Argosy University

  Bachelor of Business Administration (B.B.A.), Business Administration and Management, General

  2016 — 2016

• Western Governors University

  Bachelor of Science - BS, Business, Management, Marketing, and Related Support Services

  2016 — 2020

Skills

• Analysis
• Leadership
• Microsoft Word
• Team Leadership
• Team Building
• Management
• Workforce Education
• Microsoft Office
• Sales
• Powerpoint
• Microsoft Excel
• Direct Sales
• Banking
• Team Management
• Operations Management
• Internal Audit
• Micro
• Process Improvement
• Call Centers
• Business Development
• Business Analysis
• Payroll Auditing
• Project Management
• Business Process Improvement
• Customer Retention
• Customer Service
• Contact Centers
• Time Management
• Relationship Management
• Credit
• Timekeeping
• Workforce Management
• Organizational Effectiveness
• Compass
• Business Strategy
• Strategy
• Ewfm
• Credit Cards
• Payroll Analysis
• Meeting Scheduling