Helou, Abdo
About Helou, Abdo
Abdo Helou serves as the Vice President and Senior Business & Data Manager at City National Bank, where he has worked since 2020. He has extensive experience in call center operations and forecasting, having previously held senior roles at Bank of America and Public Storage.
Current Role at City National Bank
Abdo Helou serves as Vice President and Senior Business & Data Manager at City National Bank in Los Angeles, California, a position he has held since 2020. In this role, he oversees payroll leakage monitoring, ensuring that timesheets align with hours worked in scheduling software and log-in/routing applications. He is responsible for creating capacity and staffing plans by developing models to determine full-time equivalent (FTE) requirements to meet service level objectives. Additionally, he recommends new hires to balance workload and counteract attrition in the call center, while also reporting on call center metrics to track performance and efficiency.
Previous Experience at Public Storage
Before joining City National Bank, Abdo Helou worked at Public Storage as a Call Center - Forecasting & Workforce Operations Manager from 2014 to 2020. During his tenure, he implemented tactical daily and weekly forecasting to optimize call center agent scheduling. He developed strategic monthly volume forecasting models to assist in hiring decisions over a 12 to 36 month period. His work incorporated key forecasting inputs such as average handle time (AHT), attrition, occupancy, and shrinkage into workforce management models.
Career at Bank of America
Abdo Helou spent 20 years at Bank of America, where he held the position of Senior Vice President from 1994 to 2014. His extensive experience at the bank contributed to his expertise in business and data management, preparing him for subsequent roles in workforce operations and management.
Education in Mathematics and Statistics
Abdo Helou earned a Bachelor of Science (BS) degree in Mathematics and Statistics from California State University-Northridge. He studied there from 1995 to 1999, which provided him with a strong foundation in quantitative analysis and data management, skills that are essential in his current and previous roles.