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Manager Customer Service

Maryville, Tennessee, United States
August 25, 2018

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**** ***** ******** *** *******, TN 37865

Home 865-***-**** Cell 865-***-****

Objective Position where I can expand my knowledge using SSRS and Tableau to assist other companies with data analysis.

Summary Proven success record with Clayton Homes, Inc. accomplishing tasks on time

Dedicated work ethic as well as a personal commitment to maintaining high quality standards and providing outstanding customer service.

Professional Experience

4/14 – Present Clayton Homes, Inc.

Data Analyst II (Maryville, TN, 4/14-Pressent)

Design SSRS reports using Visual Studio 2015.

Site administrator Tableau server. Design dashboards for business users.

Cognos Administrator version 10.2.1.

Work in Framework Manager to design and edit report packages

Design reports in Report Studio.

Use Jira to build stories with business requirements. We follow agile methodologies (Kanban and Scrum).

Build Power Pivot models in Excel 2013.

4/00 – 4/14 Ruby Tuesday, Inc.

BI Analyst (Maryville, TN, 2/04-4/14)

Created several hundred reporting services or Portal Xml reports to help support our corporate users and field users through the development of procedures on SQL Server, Oracle and Macros in Teradata.

Created reports in Cognos 10 using Report Studio

Was the Administrator for several in house applications:

1. Micros Portal - Create and maintain users and roles. Maintain and create Portal reports used by corporate and field users

2. Sherlock - Application used to field multiple inhouse applications and tables. Create attributes and grant rights to users.

Assisted in design meetings for new projects that impact our team

Assisted with pulling Adhoc requests to help analyze data such as when a new menu rolls to the field.

Second level support to our service desk for several inhouse applications and reports.

Service Desk Manager (Maryville, TN, 4/00-2/04)

Held a key leadership role for maintaining high levels of productivity, improving operations, and ensuring total customer satisfaction.

Managed all aspects of daily operations for this 21/7 inbound call center with approximately 38 employees taking inbound calls from Managers in our Restaurants and 3rd party vendors.

Developed crystal reports to help track team performance

Actively participate in the interview process to make hiring and promotion decisions.

Lead weekly staff meetings and manage budgets.

Conducted bi-yearly performance reviews

5/95 – 4/00 CENTROBE (subsidiary of Electronic Data Systems)

Operations Manager (Oak Ridge TN, 9/99-4/00)

Held a key leadership role for maintaining high levels of productivity, improving operations, and ensuring total customer satisfaction.

Managed all aspects of daily operations for this 24/7 inbound call center with approximately 130 employees taking inbound technical calls from Toshiba customers.

Directly supervised seven supervisors, one quality associate, and an administrative assistant.

Assisted with monitoring performance of Toshiba customer service department with approximately 40 non exempt employees.

Actively participated in the interview process to make hiring and promotion decisions.

Lead weekly staff meetings and monitoring sessions and manage budget.

Developed employee recognition programs to improve morale and encourage productivity.

Supported the development of a monthly one on one program for supervisors and their employees.

Used organizational skills to coordinate conference calls with customers, Toshiba and another call center.

Supervisor (Oak Ridge TN, 9/98-9/99)

Provided strong guidance in motivating, supervising, and evaluating between 15-20 employees on a daily basis.

Handled website complaint letters and Fee for Service for Out of Warranty customers.

Personal management efforts resulted in increasing monthly account Fee for Service Charges from approximately $8,750 to more than $54,250 by implementing an incentive program.

Selected to serve as backup for weekly advanced technical support meetings and hardware depot service.

Improved the new employee transition process by implementing a mentor program.

Held additional responsibility as Unisys on-site hardware support backup and as back up operations manager.

Business Analyst (Oak Ridge TN, 1/98-9/98)

Provide quality technical support to users of multiple Toshiba operating systems.

Served customers as a source of service, information, and problem resolution.

Assisted with developing a team name, and created a spreadsheet to track team and individual performance.

Supervisor (Charlotte, NC, & Mechanicsburg, PA, 4/96-1/98)

Promoted into leadership position to supervise, motivate, and mentor 16-20 employees.

Conducted quality checks and performance reviews to identify areas for improvement.

Assisted with start-up operations for two new call centers and selected by management as back up operations manager.

Maintained account schedule and up-to-date account performance tracking reports.

Led account meetings and developed account contests to maximize productivity.

Business Long Distance Associate (Camp Hill, PA, 5/95 4/96)

Hired into position to make outbound calls to area businesses and sell them on switching their long distance phone services to AT&T.

Prepared daily team reports and performed lead agent duties as needed.


Associate in the Arts (General Studies)


Legal Assistant Certificate

Professional Training (EDS)

Management Essentials

Overcoming Negativity in the Work Place

Equal Employment Opportunity

How to Lead a Team

Future Leaders Program

Leadership Intern Program

Behavioral Interviewing

Computer Skills

Microsoft Windows Operating System Microsoft Office, SQL Server Reporting Services 2000,2005, 2008R2, 2012 and 2016. Visual Studio 2012, 2013 and 2015. Cognos 10,10.2.1, PLSQL Developer, SQL Management Studio, Teradata, XML Edit Pro, Micros POS, Excel 2013 Power Pivot, Tableau, Jira

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