Quality Assurance Service
Resume:
ROBERT PALMER
***** ********* *** ******, *****, Oklahoma 73099
abuz5e@r.postjobfree.com
DATABASE REPORT WRITING ANALYST
QUALIFICATIONS PROFILE
Analytical, versatile, and highly competent professional, offering broad-based experience in report writing, data manipulation, information management, business analysis, quality assurance, and network administration. Equipped extensive technical knowledge of SQL, eWorkforce Management software, and CMS and Avaya applications. Armed with high level of accuracy and extreme attention to detail in analyzing and gathering complex data and information; as well as in planning and developing various projects. Skilled at creating and operating database reports utilizing different platforms and report writing tools based on end-user needs.
AREAS OF EXPERTISE
Strategic Business Planning and Analysis - Report Generation and Data Collection - Process and Productivity Improvement
Technical Support and Troubleshooting - Regulatory Compliance and Standards - Leadership and Training
TECHNICAL ACUMEN
Microsoft Visio - Computer Hardware - Microsoft Office Suite: Excel, Access, Word, Outlook, and PowerPoint
Basic SQL: Creation of custom queries, tables, and reporting
PROFESSIONAL EXPERIENCE
DELL, OKLAHOMA CITY, OK
Project Program Management Senior Analyst, Contact Center Operations Supervisor 2006–Present
- Displayed strong leadership capabilities in supervising a small team in charge of staffing, scheduling, team and agent metrics reporting, as well as performance analysis; while also providing recommendations to organizational service desks on how to become more efficient from a staffing and performance standpoint.
- Ensure accurate and updated posting of all reports and analysis to Microsoft SharePoint by 08:00 every morning.
- Administer custom analysis and reporting requests while orchestrating proper expectations to meet deadlines in cooperation with service desk managers and senior staff.
- Collaborate with service desk representatives in performing daily account review calls to follow up with previous day’s performance; improve teams with underperformance goals through the formulation of action plans.
- Plan and handle biweekly one-on-one account level reviews with struggling individual service desk leaders; identify weakness in the analysis and aid them in creating action plans to achieve set goals.
- Discuss and coordinate team level metrics through monthly scorecard review meetings with the global senior staff; explain the overall aspects of scorecard metrics as well as their importance and capability from a management level to optimize.
- Render hands-on direction and support to Contact Center Operations (CCO) Team.
- Effectively utilized eWorkforce Management in evaluating staffing levels as well as in developing optimized schedules for call center traffic for more than 1000 of Dell’s Global Service Desk employees.
- Guarantee that customers are routed to proper agents and department by efficiently managing all agents’ skill sets in handling calls.
- Identify client needs by closely monitoring call trends and recommending necessary changes in staffing and schedules.
- Facilitate detailed assessment and generation of weekly and monthly agent and team level scorecard reports for global service desk manager; and provide updated copy on SharePoint site.
KEY HIGHLIGHTS:
- Drove all efforts in growing a one-man job function overseeing real-time phone agent activities through Avaya and CMS, to become a four-man team providing analytics, reporting, schedule and staffing recommendations, and interactive scorecard metrics for Dell’s global end user services organization.
- Brought organizational savings by more than $1.7M over the last year by creating strategic analytics and proposals; which is anticipated to produce additional company savings of $3.9M during the current fiscal year.
- Earned various awards in recognition for outstanding performance, including the Extraordinary Contribution Award in 2011 and 2012; Appreciation Award in 2009; On The Spot Award in 2008; and Bronze Award in 2008.
- Led the creative concept design and implementation of SQL, Access, and other database applications, which significantly improved the team’s skill sets and efficiencies.
- Optimized operational productivity and support from a US-based focus to initiate the same type of analytical support for the company’s service desks outside the country; without adding cost of additional employees
L1-Senior Technician CSQ 2006–2007
- Coordinated with clients as well as dispatch parts and service technicians in troubleshooting over the phone.
- Functioned as dispatch approver in charge of managing the detailed verification and approving service dispatches.
KEY HIGHLIGHTS:
- Delivered exceptional client service and key support to various accounts, including AT&T, Commonwealth of Pennsylvania, Allstate, Northwest Mutual, Wal-Mart, TAP Pharmaceuticals, DuPont, and Chrysler.
- Served as subject matter expert (SME) for Allstate, New York City Department of Education, and Commonwealth of Pennsylvania accounts.
Ticket Agent 2006
- Thoroughly checked dispatch and ensured overall compliance with service level agreements for the Commonwealth of Pennsylvania account.
- Oversaw, evaluated, and maintained service calls for the State of Tennessee account utilizing 3rd-party remedy system through Citrix.
- Assumed full responsibility for the dispatch of service calls from ticket requests.
- Fulfilled the role of acting back-up technician for AT&T account as well as back-up ticket agent for Citigroup.
TYLER MEDIA, OKLAHOMA CITY, OK
Network Administrator 2006
- Provided technical support to Windows Server 2003 Active Directory environment.
- Applied innovative insights in designing and supervising back-up operations of servers.
- Strictly followed and utilized group policy settings.
KEY HIGHLIGHTS:
- Made substantial contributions in executing and completing both software and hardware desktop end-user support for more than 100 users.
- Successfully established user accounts and groups by working within the Active Directory.
WAL-MART DISTRIBUTION CENTERS, PAULS VALLEY, OK, 1999–2006
Quality Assurance Supervisor 2001–2006
- Took charge of the daily cycle counting of all pick slots and inventory check of all items received on a regular basis.
- Directed and assigned daily tasks to a six-man crew.
- Performed daily inspection of all sell by dates and all damaged product.
- Utilized keen attention to detail in documenting and checking all inventory and cycle counting.
- Administered the creation and submission of Recap report at the end of each shift.
- Maintained direct involvement in morning management meetings.
OTHER POSITIONS HELD:
Receiving Dock Supervisor: 2000–2001 Receiver: 1999–2000
EARLIER EXPERIENCE
COVERCRAFT INDUSTRIES, PAULS VALLEY, OK
Receiving Supervisor
FIBERBOARD, TUOLUMNE, CA
Wood Grader
EDUCATION AND CREDENTIALS
Oklahoma City Community College, Oklahoma City, OK
COURSEWORK TOWARD ASSOCIATE’S DEGREE IN COMPUTER SCIENCE
Francis Tuttle, Microsoft IT Academy, Oklahoma City, OK
MICROSOFT CERTIFIED PROFESSIONAL
Francis Tuttle, Oklahoma City, OK
MICROSOFT ACCESS
MILITARY AWARDS
Sea Service Deployment Ribbon - Armed Forces Expeditionary Medal - Good Conduct Award
National Defense Medal
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