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Service Social Media

United States
August 20, 2018

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Christopher Rasmussen

*** * ****** ** *** ***

Charlotte, NC 28202


Summary of Skills and Qualifications

● Advanced knowledge in Microsoft Word, Powerpoint, Excel, Access, Visio, and Publisher

● Avaya WFO, SAP, JD Edwards, CMS, Service Bench, Service Intelligence, VOCPM, Sharepoint

● Utilize advanced query methods to retrieve accurate data, and create data models

● Create data presentation for upper management

● Excellent Analytical skills including forecasting Work Experience

Electrolux Home Products January 2018- April 2018

Team Lead Warranty Operations

● Reduction in rejected dispatches by 330%

● Created a daily dashboard for leadership to report current day and previous day volume

● Assisted leadership in locating and implementing process improvements

● Coached agents on process improvements

● Assisted leadership in creating clear reasonable KPI’s Electrolux Home Products February 2017-January 2018 Manager, Service Administration

● Transitioned Builder Esc team to Charlotte

● Created and launched VIP Dealer program

● Reduction in Consumer affairs complaints by 36% YoY

● Reduction of out of network service checks by 22%

● Created an open dialog between the Sales team and the Service team Electrolux Home Products December 2015- February 2017 SAS Warranty Business Analyst

● Created and maintained daily, weekly, monthly, yearly dashboards for senior leadership

● Aligned part warranty days in Service Power

● Assumed responsibility of Consumer Affairs team

● Key contact for Service Power support and reporting Electrolux Home Products October 2010- December 2015 2

CEC Traffic Analyst

● Compile and report CSG metrics reports daily and hourly to key leadership

● Compile and report CSG KPI Dashboard

● Conducted morning leadership meetings

● Responsible for training new employees on WFO software application

● Executive level reporting

● Analyze call volume data, interpret data and provide recommendations to provide management with an executable plan

● Experience in dealing with sensitive and confidential information such as employee employment status, promotions, and management future planning that have yet to be released to general employee population

● Create Ad Hoc reports for business owners

● Responsible for managing the 74 lines of in-coming toll-free numbers for the call center

● Assisted in the transition of Manila and Harrison call queues return to the Augusta call center

● Monitor and adjust call volume as needed to meet daily performance goals

● Assisted in the launch of the Home Depot

● Monthly and annual forecasting for B2C

● VRU rework

Electrolux Home Products June 2008- October 2010

Correspondence Lead

● Monitor and report daily/monthly Correspondence and Liability totals

● Monitor and request a goodwill checks

● Report goodwill check totals

● Assisted in check research

● Reported up to the factories of commonly found faults by product line

● Answered BBB and Attorney General complaints

● Responded to customers questions via email and white mail Electrolux Home Products June 2007- June 2008


● Assisted in creating and updating training handbook

● Conducted training classes for new employees

● Provide coaching and up-training for agents throughout CSG

● Provide support for Stockholm and Presidential escalations

● Created, and implemented Social Media program

● Acted as a liaison between B2C and the B2B team’s Electrolux Home Products March 2006- June 2007

Service Escalations

● Assisted consumers in locating service

● Assisted in Service Bench dispatch launch

● Track and provided feedback to area service managers about areas that had limited service

● Employee of the month September 2006


Electrolux Home Products August 2005- March 2006

Lowes Consumer Care Representative

● Assist consumers with problems, questions and concerns in reference to home appliances

● Lowes Service Locator

● Employee of the month for January 2006

Knowledge System & Research, INSITE 2002-2005

Senior Interviewer

● Conducted market research studies with business and consumers all over the world

● Compiled and entered information into computer system US Army 1997-2002

Motor Transport Operator Rank E4

● Top secret clearance

● Team leader responsible for 10 soldiers and 5 trucks

● Responsible for the safe movement of soldiers for over 52 agencies on the Fort Drum reservation including times of inclement weather

● Dispatcher coordinated and supervised missions


Jefferson Community College General Studies Coursework Watertown, NY Army Training, US Army 1997-2002

Stafford High School Graduate 1993-1997

References available upon request

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