1. Jim Kuhn
4135 Malaya Street, Denver, CO 80249 ∗ (303) 503-2445 ∗ jimkuhn13@comcast.net
C A R E E R O B J E C T I V E
To obtain the position of Workforce/Systems Administrator, where I can employ my 11+ years of technical experience
working in Workforce Managementt, and provide impeccable technical assistance to a growing Customer Service
organization.
C O R E C O M P E T E N C I E S
 Kana Administration
 Aspect WFM and Administration
 Internal Customer Relationships
 Detailed and Organized
 Managing Change
 Fostering Teamwork
 Managing Performance
 Results Oriented
P R O F E S S I O N A L E X P E R I E N C E S
Staples, Aurora, CO
WFM Analyst III, Apr 2014 - present
 Use Aspect eWFM (Workforce Optimization) to maintain trial schedule sets, provide schedule fit analysis, create
schedules, and to proactively lead and conduct shift bids in larger and more complex teams which factor in all
workload and staffing inputs handled within the respective groups.
 Utilize workload forecasts, intra-day performance outlooks, staff forecasts, and schedule runs to proactively identify
staffing utilization opportunities and take appropriate action necessary to deliver a comprehensive plan for meeting
service performance objectives.
 Lead the scheduling of large-scale non-work events with the WFM Scheduling team, such as meetings and training
initiatives, to assure all events are planned appropriately and accurately, to meet the specifications of the requestor
while communicating and working to overcome any roadblocks.
 Act as front line support and SME for Operations partners and internal WFM partners to answer questions regarding
Scheduling processes and procedures.
 Identify and communicate opportunities for process improvement while maintaining quality standards and output
expectations.
 Come up with new ways of looking at problems, processes, and solutions demonstrating a willingness to experiment
with new ideas within acceptable boundaries.
WFM Analyst II, eGain / Kana Administrator June 2005 – Apr 2014
 Prepared and maintained records and documentation for new hires including set up in Aspect, eGain (prior to Kana),
Kana, and Cisco (prior to switching to Avaya).
 Scheduled for large scale teams of over 200 agents while analyzing best shift scenarios using Aspect eWFM.
 Partnered with Team Managers and Contact Center Managers to communicate scheduling initiatives such as shift
bids, vacation blitz, and intra-day planning activities.
 Worked closely with other support groups to plan and execute projects and initiatives such as focus groups,
roundtables, training events, and large scale meetings.
 Participated in and conducted weekly staff meetings.

2. WellPoint/Anthem, Denver, CO
Genesys WFM Admin, Apr 2002 – June 2005
 Set up and maintained Genesys WFM system and CC Pulse Real time monitoring tool.
 Maintained call routing data within Genesys in order for volume and skills to map accurately.
 Ran weekly volume forecasts to the 15 minute interval level and was responsible for +- 5% accuracy per interval.
 Understanding and responsible for complex email and call routing maintenance.
WFM Analyst, May 1999 – Apr 2002
 Continuously monitored Real Time Adherence (RTA) to identify queue issues, maintain service levels and Average
Speed Answer (ASA), identified unproductive associates and managed areas with usual calling patterns.
 Analyzed performance of call routing strategy and made recommendations to improve service levels and efficiency.
All monitored skills consistently met or exceeded service level expectations.
 Proactively designed and implemented several new processes that served to improve and streamline department
procedures.
 Formulated and suggested specifications for front-line performance metrics that led to new department expectations
and drove improved Average Speed of Answer (ASA) and Inquiry Timeliness.
E D U C A T I O N
University of Arizona, Tucson, AZ
Bachelor of Arts in Psychology Dec 1993
 GPA: 3.6/4.0
 Emphasis in primate behavior
 Minor in Sociology
Scottsdale Community College, Scottsdale, AZ
Associate of Arts, June 1990
 Dean’s List
University of Florida, Gainesville, FL
Undergraduate studies. 1988-1990
A D D I T I O N A L S K I L L S a n d A C C O M P L I S H E M E N T S
 Kana, Aspect, Cisco, Remedy, Genesys, eGain, Blue Pumpkin
 Proficient in Microsoft Office (Word, Excel, PowerPoint, Access)
 Advanced PC troubleshooting skills
 Workforce Management Most Valuable Player Q4 Winner – Staples 2015
 Customer Service Employee of the Year – Anthem Blue Cross/Blue Shield - 2002