Customer Service Representative
Resume:
Gary Klaus
Columbus, OH ***** 903-***-**** ****.*.*****@*****.***
Objective
To attain a position in the capacity and oversight of analytics and reporting for a company that promotes growth a
rewards ingenuity.
Profile _________________________________________________________________________________
Motivated and professional individual with a strong and successful background in analytics, management, and
business forecasting. I promote integrity and focus on excellence. Through my examples and personal confidence I
lead others to excel as well.
Skills and Proficiency Summary ___________________________________________________________
1. Forecasting 6. Avaya CMS – Call 15. Metric Analysis
2. Workforce Management Management System 16. Microsoft Sharepoint
Methodologies 7. Blue Pumpkin 17. Symposium by Nortel
3. Written and Oral 8. Microsoft Access 18. Cognos
Communication 9. Oracle
4. IEX Workforce 10. VB
Management 11. Statistical Analysis
5. Performance Analysis 12. Unix
13. BMC Remedy
14. Crystal Reporting
Professional Experience __________________________________________________________________
Analytics and REporting
o Lead Operations Analyst (Convergys Corp.) – Designed Data housing applications using RDBMS
(Relational Database Management System). Provided analysis resulting in trending and forecasting of
upcoming business trends. Consolidated outdated operational reporting methods. Presented forecasted
business models both on high and low level operations.
o Client Services Analyst (Convergys Corp.) – Worked as a liason key Clients for multiple projects and
campaigns. Provided analysis of Client reporting and translated them to the formulas used by our reporting
teams. Worked with both Operations teams and Clients to midigate and determine amiable processes that
would fulfill the needs of our Clients and be attainable by our workforce. Assisted with the completion of
SOPs (Standard Operating Procedures) used by various levels of employees from mid management to
directors. Cultivated and maintained relationships with Clientele resulting in further business opportunities
later.
o Support Analyst (Sitel Corp.) – Provide detailed analysis of call types, scenarios, handling to a call center
consisting of around 500 agents. Worked RDBMS systems to organize, house, and produce data related
reports. Reported to the lead support analyst.
MANAGEMENT
Gary Klaus
Team Leader (Sitel Corp.) Managed a team of twenty two direct reports. Maintained
o
timecards, performance reviews, and disciplinary actions as needed. Provided career
development to direct reports. Trained and directed operatins of this team to meet KPIs as
relayed by directors of operations. Worked alongside other teams to implement processes
driven to increase retention.
Lead Operations Analyst (Convergys Corp.) Managed a team of four support analyst. Was
o
responsible for annual reviews, performance guidance, and disciplinary actions. Ensured staff
adherence to various company policies and procedures. Motivated and cultivated skills of
team members.
Acheivements________________________________________________________________________
Consolidated antiquated operational processes of reporting resulting in an average reduction
o
in operating cost annually of $262,00.00.
Designed and implemented a business efficiency model that increased productivity by 22%
o
and increased operational potency thus resulting in the attainment of additional business
from a key Client.
Successfully assisted in the testing and implementation of a client application increasing the
o
effective production of customer request and reducing contact time by an average of 10
minutes per call. This resulted in an increase of an estimated 1200 calls per day thus
translating to a increase in Client satisfaction. The tangible results were in the form of
additional business allocation to us from this specific Client.
Employment History _____________________________________________________________________
CONVERGYS CORPORATION
o LEAD OPERATIONS ANALYST 9/2008 11/17/2010
o CLIENT SERVICES ANALYST 10/2007 9/2008
o PRT (PROGRAM READY TRAINER) 9/2007 10/2007
o CUSTOMER SERVICE REPRESENTATIVE 8/2007 9/2007
LIONS BAY FINANCIAL
o LOAN OFFICER 7/2006 7/2007
SITEL CORPORATION
o TEAM LEADER 3/2005 7/2006
o SUPPORT ANALYST 12/2004 2/2005
o CUSTOMER SERVICE REPRESENTATIVE 8/2004 12/2004
Education ______________________________________________________________________________
BA THEOLOGY ST. FRANCIS DESALES UNIVERSITY – GPA 3.82
REAL ESTATE PRINCIPLES CERTIFICATION (MT. san Jacinta college)
GRADUATE EQUIVALENCE DIPLOMA
Columbus, OH 43207 903-***-**** ****.*.*****@*****.***
Page 2
Gary Klaus
ANACORTES HIGH SCHOOL ANACORETES, WA
Columbus, OH 43207 903-***-**** ****.*.*****@*****.***
Page 3
Contact this candidate