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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Resor RoadFairfield, OH Street Address
PHONE NUMBER AVAILABLEEMAIL AVAILABLEObjective: To obtain a position within your organization that will allow me to utilize my skills and experience.Experience: Reporting and Analytics Specialist IIFirst Financial Bank, Springdale, OHMay 2020 PresentReportingExecute reporting and analytics successfully.Analyze data to make proactive recommendations.Document, evaluate and improve design of reports and processes to ensure that analytical tools, evolve as the business changes.Develop trend analyses and other quantitative reports to determine business trends.Partner with leaders to further analyze data and develop recommendations for improvement.Maintain capacity planning models in partnership with each business unit. Adjust model based on business needs and provides recommendations and solution (i.e. load balancing) to drive business performance.Develop analytical models to identify patterns in data.Prepare and analyze monthly reports for the line of business and regions. Investigate and document unusual items.Perform maintenance on existing schedules and reports for changes to information.Participate actively in process improvement and problem resolution issuesAnalyze business performance, make recommendations for improvements and measure progress. Success will be measured by outcomes (i.e., business improvement).Support system changes and analysis.TrainingMaintains current knowledge of First Financial Bank policies and procedures.Ensures and documents policies and processes for Reporting are current.Created and facilitated entry level Microsoft SQL Server user trainingExperience: Telephony ManagerFifth Third Bank, Madisonville, OHFebruary 2019 February 2020Campaign Management and Strategy AdherenceResponsible for day-to-day administration and monitoring of the predictive dialer system including design, build and maintenance of campaigns, calling lists and filtersSupports call delivery and strategic objectives to specified performance metrics such as idle time, abandonment rate, penetration rates, inbound service levels, average speed of answer and occupancy ratesMonitors all inbound queues and outbound calling campaigns to ensure maximum efficiency and strategy adherenceAdministers multiple dialer campaigns at the same timeMaintains and adjusts agent skill sets as needed to manage inbound call queuesCreate and Manage various Dialer Strategies direct sales team and all stages of collectionsInternal System SupportTroubleshoot, research, and escalate dialer and operating system issues to the appropriate people (Operations Manager, Vendors and/or IT) to ensure issues are resolved quicklyMaintains an open line of communication with internal and external contacts to resolve issues, coordinate service calls and handle agent licensingNotifies management of irregular dialer, individual and/or center-wide statistics. Clearly communicates system status to internal customers and managementAssist in user acceptance testing for technology releases and maintain user acceptance test plan and documentation for the operating systemReportingGenerates and distributes reports related to dialer performance, strategy objectives and agent productivityConduct weekly/monthly meetings with Department leaders to review dialer resultsOptimized reporting to reduce the amount manual manipulation time required to complete reportsTrainingMaintains current knowledge of Fifth Third policies and procedures.Ensures and documents policies and processes for outbound dialer activityCreated Produces on how to identify Cellular Carrier misidentification of caller idsExperience: Dialer AdministratorNew Avon, Springdale, OHAugust 2017 February 2019Campaign Management and Strategy AdherenceResponsible for day-to-day administration and monitoring of the predictive dialer system including design, build and maintenance of campaigns, calling lists and filtersSupports call delivery and strategic objectives to specified performance metrics such as idle time, abandonment rate, penetration rates, inbound service levels, average speed of answer and occupancy ratesMonitors all inbound queues and outbound calling campaigns to ensure maximum efficiency and strategy adherenceAdministers multiple dialer campaigns at the same timeMaintains and adjusts agent skill sets as needed to manage inbound call queuesInternal System SupportTroubleshoot, research, and escalate dialer and operating system issues to the appropriate people (Operations Manager, Vendors and/or IT) to ensure issues are resolved quicklyMaintains an open line of communication with internal and external contacts to resolve issues, coordinate service calls and handle agent licensingNotifies management of irregular dialer, individual and/or center-wide statistics. Clearly communicates system status to internal customers and managementAssist in user acceptance testing for technology releases and maintain user acceptance test plan and documentation for the operating systemWorkforce ManagementTrack and update agent call offs and make the necessary adjustments to accurately reflect changes in daily scheduled hoursTrack agent schedule adherence and productivityManage employee schedule databaseReportingGenerates and distributes reports related to dialer performance, strategy objectives and agent productivityConduct weekly/monthly meetings with Department leaders to review dialer resultsTrainingMaintains current knowledge of Avon policies and procedures.Ensures and documents policies and processes for outbound dialer activityExperience: Dialer AdministratorAxcess Financial, Fairfield, OHApril 2014 - August 2017Campaign Management and Strategy AdherenceResponsible for day-to-day administration and monitoring of the predictive dialer system including design, build and maintenance of campaigns, calling lists and filtersSupports call delivery and strategic objectives to specified performance metrics such as idle time, abandonment rate, penetration rates, inbound service levels, average speed of answer and occupancy ratesMonitors all inbound queues and outbound calling campaigns to ensure maximum efficiency and strategy adherenceAdministers multiple dialer campaigns at the same timeMaintains and adjusts agent skill sets as needed to manage inbound call queuesInternal System SupportTroubleshoot, research, and escalate dialer and operating system issues to the appropriate people (Operations Manager, Vendors and/or IT) to ensure issues are resolved quicklyPBX Maintenance including creation and modification of user profiles for dialer access.Maintains an open line of communication with internal and external contacts to resolve issues, coordinate service calls and handle agent licensingNotifies management of irregular dialer, individual and/or center-wide statistics. Clearly communicates system status to internal customers and managementAssist in user acceptance testing for technology releases and maintain user acceptance test plan and documentation for the operating systemWorkforce ManagementTrack and update agent call offs and make the necessary adjustments to accurately reflect changes in daily scheduled hoursTrack agent schedule adherence and productivityManage employee schedule databaseReportingGenerates and distributes reports related to dialer performance, strategy objectives and agent productivityConduct weekly/monthly meetings with Collections leaders to review dialer resultsCreate, maintain, and update Quality Assurance Database including troubleshooting during periods of service interruptions across multiple locationsCreate, maintain, and update SSRS reporting using Visual StudioTrainingCreated and facilitated entry level excel user trainingExperience: Workforce ManagementVantiv, Symmes Township, OHJuly 2012 - April 2014Service Level ManagementIndependently provides centralized administration of the Inbound Customer Service (ICS) dialer system (I3) and Workforce Management application to create and maintain work schedules while ensuring all contractual obligation service levels are metManage I3 functionality within the ICS Department including but not limited to skills assessment, work groups, queues, call priority calculator, and service level achievement.Monitor and ReportingManage I3 reporting, including but not limited to productivity and effectiveness.Retrieve, monitor and distribute system-generated reportsMonitor and advise on the correct balance between service levels and labor costs in order to achieve departmental wage rate targets.Responsible for real time management of contact center performance and ensures adjustments are made to meet or exceed service level objectivesCreate Ad-Hoc Report for all levels of ManagementMaintain Current databaseSystem SupportWork with ICS Manager to assimilate new clients into I3 workflows and E2 reporting needs.Manage Witness functionality to include, schedule generation, what if scenarios, capacity planning, and time off requestsWork with the Finance Support and Business Reporting Departments on volume forecasts and intervals for holidaysInvestigate, analyze and assess unit productivity and call volume trends for performance monitoring and forecastingTrainingWork with the ICS Supervisors to monitor and manage staff cross-training needsMeet and maintain job requirements and standards set by managementEducationBethel-Tate High SchoolBethel, OhioAugust 1999 - June 2003Graduated with high school diplomaGrant Career CenterBethel, OhioAugust 2001- May 2003Received certificate in Computerized Business TechnologyProficient in:Microsoft WordMicrosoft ExcelMicrosoft WindowsMicrosoft Power PointMicrosoft AccessMicrosoft OutlookVisual StudioJasperSoftMotivityTableauPythonPower BISnowflakeSSRSSQL ServerFive9 DialerAspect DialerLiveVox DialerAvaya DialerDialConnection Dialer |
