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ObjectiveDynamic Leader with Extensive Contact Center and Data Analytics Reporting ExpertiseWork ExperiencePNC Bank Pittsburgh, PABUSINESS ANALYTICS SPECIALIST05/2015 - 12/2023Experience:Reporting and analyzing data from multiple aspects of financial information and call statistics. Web based reporting primarily using Tableau. Daily maintenance of Human resources data and employee hierarchy. Maintaining SQL Tables and dataset imports of SQL Server. Supplying Forecasting Data. Planning staffing levels to adequate coverage. Live/daily/weekly/quarterly and Ad-Hoc reporting of call Center statistics, agent traces, phone number lookups, After Hours Support of Systems and Credit Card sales results.Software utilized: Tableau, Oracle BI, AVAYA, ASPECT, JIRA sprint and Scrum, Oracle, Toad, SQL, MS Access, Excel, Lotus Approach, CMS Supervisor, GENESYS Universal Call Routing and CentreVuPNC Bank Performance Metrics Pittsburgh, PAANALYST II08/2007 - 05/2015Performance Metrics Analyst II (National Call Center)Responsibilities include daily, weekly, and monthly reporting of call center statistics.Maintaining SQL Tables and dataset imports of SQL Server. Supplying Forecasting DataPlanning staffing levels to adequate coverageReal-time monitoring of the outbound dialer.Live reporting of call Center statistics, agent traces, phone number lookups, building call lists, After Hours Support ofSystems and Software utilized: AVAYA, ASPECT Ensemblepro, Aspect Optimizer, SQL and SQL 2005, MS Access, Excel, Lotus Approach, CMS Supervisor, and CentreVuPNC Bank Daily Operations Pittsburgh, PAANALYST06/2006 - 01/2007Daily Operations Analyst (National Call Center)Responsibilities include daily, weekly, and monthly reporting of call center statistics.Real-time monitoring of the outbound dialer. Starting and stopping shift.Live reporting of outbound statistics, agent traces, phone number lookups, building call lists, updating do not call lists, and agent traces.Member of the STAT Team, which is responsible for reports throughout the entire call center.Updating agent splits/skills on the inbound side. Also providing command center backup after 6 pm.Metro One Telecommunications Pittsburgh, PAGENERAL MANAGER06/2000 - 07/2005Responsible for 24hr/7 days a week operations of entire call centerAdministrative duties include daily reports, budgeting, payroll, staffing concerns and annual evaluationsFacilities responsibilities include ordering supplies, lease information, building and equipment maintenance, requesting upgrades/improvements such as HVAC/ power, securityIncreased productivity by implementing new excel practicesWorked with in-house tracing software, TracecartExtensively involved weekly in scheduling on a 24 hour basisEchostar Communications Mckeesport, PACOACH06/1999 - 05/2000Responsible for developing and training 12 to 16 customer service reps per shiftRemote monitored calls for training improvement on call handle time and personnel performance trackingAvailable to take escalated calls as well as decision making to ensure a high level of customer serviceKronos, CSG, Centrevu, CMS, TCS, Clarify, and OutlookIKON Document Services Pittsburgh, PASHIFT MANAGER06/1996 - 05/1999Responsible for developing and training 15-20 operators per shiftWorkflow planningDeadline compliance, quality controlMaintained labor costs and cost of goodsEmployee evaluationsDeveloped new methods of scheduling, tracking, and improving production processesAchieved certification in behavioral interviewingEducationPost-secondary education, no degree or certificateIndiana University - IndianapolisPost-secondary academic degree, Associate degreeCCACQualifications And AchievementsBehavioral Interviewing 10/01/1997received certificate after training to interview perspective applicants for working with legal document reproduction and sales and production employeesCertifications And LicensesTableau Developer, PNC via Cornell Univ - PennsylvaniaIssue Date: 12/01/2023SQL developer, HOTT via PNC bank NA - PennsylvaniaIssue Date: 05/01/2012Skills Data Analysis - 10+ Year(s) of Experience Daily maintenance of Human resources data employee hierarchy - 10+ Year(s) of Experience Contact Centres > Call Centres  20+ Year(s) of Experience After Hours Support of Systems and Credit Card - 10 Year(s) of Experience SQL coding - 10+ Year(s) of Experience Monthly Closing > Month End Reporting  18+ Year(s) of Experience Budgets & Budgeting - 5 Year(s) of Experience Forecasting - 20 Year(s) of Experience Payroll - Year(s) of Experience cost of goods - 8 Year(s) of Experience equipment maintenance - 5 Year(s) of Experience time monitoring - 20+ Year(s) of Experience HVAC operations management - 5 Year(s) of Experience Improving Productivity  20+ Year(s) of Experience Oracle - 10+ Year(s) of Experience AVAYA scheduling software - 8 Year(s) of Experience Tableau Desktop Developer  7+ Year(s) of Experience Toad for Oracle  7+ Year(s) of Experience Agile - 5 Year(s) of Experience Jira - 3 Year(s) of ExperienceReferencesName:Joseph GrecoJob Title:Software Analyst at PNCYears Known:18Day Phone:PHONE NUMBER AVAILABLEEmail:EMAIL AVAILABLEName:Patrick GilchristJob Title:Regional Director at Robert Half Talent SolutionsYears Known:35+Day Phone:PHONE NUMBER AVAILABLEEmail:EMAIL AVAILABLE