Analyst & Call Center Supervision Resume

SUMMARY:

Providing exceptional management and business analysis capabilities that consistently surpass corporate goals, exceed client expectations, and foster employee engagement by focusing on positive solutions and problem solving, not blame.

TECHNICAL SKILLS:

Apps: MS Office (Visio, Powerpoint, Excel, Word, etc.), ACR, CSB/CRM, Documentum, Lotus Notes, Maximo, Nice, Outlook, Salesforce, SAP, Sorteria, Verint, Taleo, etc.

Business Analyst: Data/Database(SQL)/Spreadsheet collection and analysis; Business Intelligence and Enterprise Resource Planning(ERP); Corporate scorecards and metrics - multiple simultaneous projects; High level Presentation - Reduced processing time 75%

Claims Processing: Handled and supervised claim processing, investigations, credits, and billing adjustments daily

Client Relations / Problem Solver: Negotiated and resolved thousands of complex complaints (including corporate, regulatory, commercial, key account, social media, and internet)

Communications Writer: CI Newsletter and communications; created ERP Policy & Procedures, training materials and manuals

Emergency Resolution: Handled/Taught/Supervised Emergency call handling and scheduling (gas leaks, outages, and other 911-type calls)

Key Accounts: Service, sales, ERP and problem resolution for residential, commercial, internet, property management, vendors, etc.

Safety: Surpassed OSHA Safety Audit goals & training using ERP (Sorteria) software

Scheduling & Payroll: Monitored center level schedules, tardiness, attendance; reviewed and approved team payroll and scheduling including adjustments

Six Sigma Continuous Improvement Techniques: Developed site-level counter measure process; delivered after action reports, complex ERP A3 projects, chaired leadership go-and-see process, peer group education, and CI Maturity Model committee member

Team Leadership: Improved team engagement and knowledge while surpassing personal, team, and corporate Confidential objectives; internal call monitoring and one-on-one instruction; mentored staff on billing, call retention, sales, service, scheduling, prices/quotes; Prepared and surpassed goals using advanced metric department, center, and team scorecards

PROFESSIONAL EXPERIENCE:

Confidential

Analyst & Call Center Supervision

Confidential

Sales Analyst

Confidential

Inside Sales & Customer Service

Confidential

Senior Sales Rep

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship