Workforce Planning and Operations Analytics Specialist with 10+ years of experience transforming operational data into decision-making systems.
Currently leading analytics and forecasting initiatives for a healthcare contact center supporting 130–160 agents and processing 5,000–6,000 daily calls. Designed reporting infrastructure and predictive models that enabled leadership to shift from reactive firefighting to proactive capacity planning.
Experienced across retail, healthcare, logistics, and consumer goods industries, with a strong foundation in applied mathematics and statistical modeling.
Core strengths include workforce forecasting, service-level optimization, data pipeline development, dashboarding, and operational performance analytics.
Seeking senior analytics or workforce planning roles where operational data can drive measurable business outcomes.
Core strengths
Forecasting and capacity planning
Time series analysis
Workforce optimization
Statistical modeling
Predictive analytics
SQL
Python
Excel / PowerQuery
Tableau / Power BI
ETL pipeline development
Customer Service Optimization
Call center performance analytics
Staffing modeling
KPI monitoring
Process automation
Education
Donetsk National Technical University ● Institute of Informatics and Artificial Intelligence
B.S. in Applied Mathematics
2003 – 2007 | Donetsk, Ukraine
Donetsk National Technical University ● Institute of Informatics and Artificial Intelligence
M.S. in Applied Mathematics and Data Modeling
2007 – 2008 | Donetsk, Ukraine
WOOLF ● GOIT Neoversity
M.S. in Computer Science, Specialization in Data Science and Data Analytics
2024 – 2025 | New York, USA
Work Experience
Data Analyst
METROPLUSHEALTH | New York, NY
2022 to Present
Lead analytics and workforce planning for a large healthcare contact center supporting 130–160 representatives and handling 5,000–6,000 inbound calls daily.
Key contributions:
• Designed an integrated reporting pipeline combining multiple operational datasets, creating a 360-degree view of agent performance and call demand.
• Built predictive staffing and demand-forecasting models to improve workforce allocation during peak demand periods.
• Developed interactive operational dashboards that provided real-time visibility into service level, abandonment rate, occupancy, and agent productivity.
• Automated recurring reporting workflows, reducing manual reporting workload and enabling faster decision-making.
• Contributed to operational improvements that increased service level performance and reduced call abandonment.
“
Denys is an invaluable asset, excelling in problem-solving and analytics, demonstrating unmatched commitment to quality and reliability, and significantly improving our call center’s performance. He consistently exceeds expectations and mentors peers effectively.
Kenesha Bartley
Vice President of Service Operations, MetroPlusHealth
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