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PHONE NUMBER AVAILABLE (H) EMAIL AVAILABLECONTACT CENTER SPECIALIST TEAM MANAGER BUSINESS ANALYSTI am an accomplished business professional with a proven track record in award-winning reporting, analysis and contact center operations. Skilled in facilitating cross-functional meetings and leading contact center teams to achieve high service standards. Recognized for exceptional client service and effective process improvements. Recently completed multiple short-term assignments as a gig employee.Business Process & Data AnalysisLeadership /Call Ctr ManagerTraining & Quality improvementMetrics and ReportingEMPLOYMENT HISTORYROBERT HALF - SHORT TERM ADMIN ASSIGNMENTS March 2023, July 2024DATAMATICS Oct 2023, March 2024Temporary assignment supporting and monitoring active participants taking CBLE Exam; ensured strict adherence to security measures.ACRO - DTE April 2022 -June 2022Temporary assignment supporting DTEs Gas Control Measurement; analyzed annual readings for large Industrial-Commercial Customers and verified gas flow and usageROBERT HALF - UIA STATE of MICHIGAN Aug 2020 Nov 2021Call Center Manager for State of Michigan Unemployment Insurance Agency (UIA) Call CenterManaged a 40-person contact center team, overseeing daily operations and supervisory tasks such as attendance tracking, productivity monitoring, and compliance with State policies.Administered staff onboarding and exiting processes.Earned high praise for leadership in quality assurance.Handled claimant escalations and initial IT support.ACRO DTE 2018 - 2020Inbound operations analyst for DTE Complaint Management and Distribution OperationsResolved power flow, equipment/repair, and Michigan Public Service Commission complaints.Resolved issues in concert with DTEs electrical engineers and Field technicians.Received DTE Service Excellence award for dedication to customer care.Admin Customer Service 2017 - 2018Executed a series of temporary individual performer assignments.Concentrix Contact Center Advisor, General MotorsRobert Half Accounts Payable, Art VanRaytheon Courseware Tester, General Motors and DTEGLOBAL TECHNOLOGY GENERAL MOTORS 2016-2017Safety Analytics Analyst/SMEAnalyzed data related to vehicle concerns under investigation by NHTSA (National Highway & Traffic Safety Administration). Validated potential of safety issues via IBM WatsonENTECH for DTE 2013 2016Senior Marketing Clerk & Systems AnalysisReview enrollment applications and cancellations for the Home Protection Plan at DTE. Maintain Payment Plan for customer deliverables as determined by marketing campaign terms.Audited invoices as payables. Performed as Liaison to vendors.Customer consultant to determine outcome of escalated accounts payable concerns.Compiled reports via Business Objects that evaluated impact of marketing campaigns.Conducted system testing to assure system performance and data logging.CONTRACT POSITIONS 2009 - 2013Contract-Rocket Mortgage - Purchase Closer; balanced Settlement Agreements and refinancing for residential clients.Contract-Volkswagen - Automotive Customer Service performed Level 2 logistics support for VW dealers, inventory allocation and marketing support of clients. Handled dealer inventory logistic concerns that included resolution of import/Customs concerns impacting vehicle delivery and distribution.TEKsystems - Administrative and training coordinator for adoption of VOIP phone systemsELECTRONIC DATA SYSTEMS (EDS) 1998 - 2008Progressed through roles in Customer Care, Business Analysis, Metrics and Reporting, Training, Project Management, and Quality Assurance for General Motors accounts.Analyzed and distributed performance reports for GM North Americas hardware, software, and satellite systems; maintained project documentation.Developed escalation protocols to enhance client satisfaction and resolution efficiency.Created procedures and training manuals for Special Services and Marketing Programs based on project requirements.Led multi-region Train the Trainer sessions to ensure multi-region consistency.Monitored and coached IT help desk and customer service agents to improve performance and customer experience.Managed GM Card account reporting, including customer data, executive requests, and earnings adjustments.Served as SME for vehicle warranty and service, resolving logistics and fulfillment issues.Recognized for handling complex automotive issues as a call center vendor liaison.Exceeded expectations as Quality Assurance Supervisor for the 2000 Census call center by managing agent reviews and delivering performance feedback.EDUCATION and TRAININGWayne State University, Detroit, MI: Bachelor of Fine Arts, TheaterCertification: Instructional Systems Design, Macomb County Community CollegeTraining focused on project management, reporting technology and communications.Toastmasters: Competent Communicator Level. Accomplished presentation and evaluation.TECHNICAL SKILLSProficient across numerous CRM/ticket management systemsMicrosoft Office 365, Excel, PowerPoint, Business Objects Tool and ACCESS.Experience in IBM Watson used for processing Data Analytics.Microsoft Teams & Power BI.SQL, InContact database (analyze metrics) & scheduling.Recent Team Center usage government/utility 2018-2022 (heaviest usage Robert Half for the State of Michigan /basic usage 2 years at DTE Distribution Operations. |
