Senior Force Analyst Resume Example
I am a highly structured and detail oriented analyst with over 15 years of telecommunication experience providing meticulous and skillful support, leadership, and service to colleagues, clients and staff. Loyal and focused, with the ability to prioritize and complete multiple tasks and follow through to achieve and surpass project goals. My objective is to use this vast amount of knowledge and experience to help a company grow and do even better within the industry they serve.
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- Received a Customer Service Excellence Award based on work performance
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
- Rolled out a pilot to introduce a new company product in just 6 months, resulting in 100% customer satisfaction
September 2006 to March 2015Company Name － City, State
- Continuous monitoring of the internal and vendor call center's call volume and agent availability against scheduled staffing and forecasts to adjust daily resource requirements in real time Assessed operational effectiveness and provided ongoing feedback by creating and reviewing metric reports to identify potential performance concerns or opportunities Analyzed the Inbound Centers metrics to ensure we are aligned with the call centers KPI's Attended and contributed to leadership meetings with departmental managers to help improve overall business performance Created force schedules to meet the anticipated call load and achieve grade of service objectives Provided center and manager level reporting on all metrics for center and distribute via email and publish to SharePoint site Resolved system issues that affected departmental standards Worked with Operations Area Manager on call center business continuity efforts due to inclement weather and emergencies Successfully managed activities of six team members within the Operations Department Trained Operations Specialist on the importance of efficient business process Created instruction manuals and uploaded Call Center Policy and Procedure documents to an in-house SharePoint site.
- Provide supporting documents to Labor in preparation for meetings with the Union System Admin for TotalView, Avaya CMS, Personnel Development Tracking System (PDTS) and Personal Accountability Reporting (PAR).
February 2000 to September 2006Company Name － City, State
- Provided information to representatives and their Team Managers related to the representatives' daily schedules including vacation time, training sessions, team meetings, and compliance with policy and procedure Entered New Hire information into Avaya and eWorkforce Management Trained Business End User Care representatives to complete schedule bid, schedule trade and vacation requests forms Uploaded customer service representatives' schedules to the intranet on a daily basis Coordinated Exception Committee Meetings for representatives who are requesting changes to their schedule Coordinated open house self-assessment testing for potential customer care candidates Conducted interviews for potential customer care representatives as well as facilitate training classes for newly hired and existing employees Conducted prescreens for potential Business End User Care candidates.
March 1998 to February 2000Company Name － City, State
- Answered 64 or more customer calls on a daily basis Provided world-class service support to customers regarding service plans, special promotions, and billing inquires Analyzed customer accounts to ensure that proper plan rates are in place Assisted customers with registering their account information on-line As a Designated Business- to- Business Liaison, provided support to representatives regarding account inquiries, and processing changes to business accounts Trained customer service representatives on special promotions, company discounts and rate plans offered only to business customers In the absence of a Team Manager provided floor support to customer care representatives by answering questions regarding customer accounts.
Reporting and Analyzing Data, Creating and Documenting processes, Collaboration with leaders and other departments, Avaya CMS, MyTime Kronos, Microsoft Excel, Microsoft Power Point, Microsoft Word, Real Time Adherence, SharePoint Administration and management, eWorkforce Management, Totalview, Nexus Attendance Management System
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Resume Overview
School Attended
- DELAWARE STATE UNIVERSITY
Job Titles Held:
- Senior Force Analyst
- Operations Specialist
- Customer Service Representative
Degrees
- Bachelor of Science Degree : Business Administration , 1997
