Customer Service Management

**** ******** **.

Charlotte, NC ***** Home 704-***-****

Cell 903-***-****

*****.*****@*******.*** Duane D. Beard

Objective To find a challenging and rewarding career that will

utilize my vast analysis skills as well as my

extensive experience building complex reports in

Microsoft Excel.

Experience 08/09-Present iQor Charlotte, NC

AVP - Operations

Managed team of Customer Service agents handling

calls for a major Natural Gas Company handling

payroll, time off requests, and personnel issues.

Answered 2nd level escalated calls for customers.

Designed spreadsheet to track all major metrics for

entire department and used data to calculate overall

performance rank.

Performed QA monitoring on agents to ensure proper

call handling.

Coached agents to provide maximum performance.

01/08-8/09 iQor Charlotte, NC

AVP - Reporting Analyst

Developed performance scoreboards in Microsoft Excel

for several on-site departments enabling management

to easily track and improve agent performance.

Integrated performance scoreboards and other

databases into a interactive spreadsheet to track

performance and calculate bonuses for entire 1000+

agent call center.

Provided in-depth analysis of agent performance to

identify areas of improvement and reduce lost

revenue.

Backed up other team members to ensure smooth

reporting coverage.

Developed customized ad-hoc reports for site managers

and offsite clients.

09/06-10/07 Suddenlink Communications Tyler, TX

Business Analyst

Developed, assigned, and managed multi-departmental

schedules for four call centers.

Organized team alignments in a central spreadsheet to

make team rosters and changes more accessible to

management.

Clarified procedures for checking schedules and

requesting time off by instructing new hires in the

use of scheduling software.

Analyzed call arrival patterns to ensure maximum

staffing coverage.

04/06-09/06 Suddenlink Communications Tyler, TX

Real Time Call Volume Analyst

Increased productivity by executing real time

analysis of departmental performance and implementing

changes to address specific issues.

Developed interactive spreadsheets to track actual

call volume against forecasted call volume.

Interpreted available data to identify trends in

operational statistics and assisted in preparing

conclusions and forecasts based on the data.

07/05-04/06 Cox Communications Inc. Tyler, TX

Call Center Support Coordinator

Provided departmental support to other customer care

personnel by assisting with research and information

to resolve customer issues.

Reviewed work orders to ensure accuracy, quality, and

integrity through adherence to all internal control

policies, procedures, and guidelines.

Eliminated confusion by developing and maintaining

previously non-existent seating chart.

Saved time by developing screenshot walkthroughs that

clarified processes frequently misunderstood by

agents.

10/03-07/05 Cox Communications Inc. Tyler, TX

Technical Support Representative

Handled customer calls concerning Cox's video,

telephone, and high-speed data services including

inquiries regarding service delivery, outages, or

component level problems.

Trained new hires in call procedure and

troubleshooting tools.

Supported agents by walking the floor providing rapid

solutions to customer issues and answers to complex

technical questions.

Demonstrated call handling procedures and

troubleshooting tools to members of upper management.

07/03-07/04 Best Buy Tyler, TX

Computer Diagnostic and Repair Specialist

Used all available resources to diagnose and repair

computers and electronics.

Installed software and hardware upgrades to meet

customer specifications.

03/02-07/03 Centris Information Services Longview, TX

Internet Technician

Served as 3rd level technician answering advanced

cable internet troubleshooting calls.

Maximized number of technicians on the phone by

adjusting lunch and break times.

Education 2007 Aspect Education Services Brentwood, TN

Aspect eWFM Workforce Management Essentials training.

Learned how to use the Aspect eWFM Version 6.4

software for Forecasting, Scheduling, and Tracking.

1997-2002 Kilgore College Kilgore, TX

Associate of Arts degree.

Studied a broad range of subjects focusing on

computer science and business.

Job

Related Experience generating automated, interactive reports,

Skills charts, and tracking scoreboards using pivot tables

and macros in Microsoft Excel.

Proficient with the rest of Microsoft Office Suite

including Word, Power Point, and Outlook.

Familiarity with Aspect software including eWFM, RTA,

Canvas, Agent Administrator, and eSP as well as Cisco

WebView and Citrix Metaframe.

Nearly ten years of inbound call center experience.

Contact this candidate