Customer Service Management

** ********* **, ******, ** *****•740-***-****•********@*****.***

William Phelps

Objective

To obtain a position that will utilize my education and experience to further my career experience.

Experience

09/2006 – 01/2013

Alliance Data Westerville, OH

Sr Workforce Analyst

Statistical analysis of metrics with responsibilities to present trend findings to management

Responsible for all aspects of recruiting statistical analysis, including ad-hoc reporting and presentation

of reports to Senior Management, as well as the corporate office

Analytical management and creation of metrics for Alliance Data

08/2000 – 09/2006

Discover Financial Services New Albany, OH

Associate Workforce Management Reporting

Act as liaison between workforce management teams and senior management

Create and maintain complex spreadsheets to calculate monthly/annual associate performance

measurements and earned incentive

Work with business technology to establish department standard reporting tools in an online format

02/1994 – 08/2000

Victoria’s Secret Catalogue Gahanna, OH

Trace Auditor

Track all lost international packages

Work as a liaison between internal and external customers and shipping couriers

Create and implement procedures with new couriers, balancing consumer and business needs

08/1988 – 02/1994

Park National Bank Newark, OH

Customer Service Representative

Balance internal and external customer accounts

Maintain historical archives

Implement and maintain procedures for Optical Disc System

Education

10/2005 – 10/2009

University of Phoenix Phoenix, AZ

Bachelor of Science in Business

Administration and Information Systems

GPA – 3.23

References

References are available on request.

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