Customer Service Quality Assurance

**** ******* ***. . *********, ** *****

PHONE 513-***-**** E-MAIL mailto:*****.*******@*******.***

SCOTT BUZZELL

OBJECTIVE

To find a company where I will find long-term stability and

opportunities for professional development in a technology-

based environment.

EMPLOYMENT

2012 - Present Sun Chemical

Cincinnati, OH

Billing Inventory Analyst

1. Coordinates and maintains the monthly / yearly billing and

inventory control of special accounts

2. Prepares monthly / yearly reporting for all Billing

processes using SAP tables

3. Maintenance of all Billing access databases

4. Continual financial reporting to senior leadership

5. Automation of SAP reporting using VBS scripting and

Microsoft applications

2012 2013 Sun Chemical

Cincinnati, OH

JR. Financial Analyst

6. Preparing Month End adjusting entries.

7. Preparing Month End and Quarterly reporting requirements for

Management

8. Data mining and analysis for Financial Reporting team and

Senior Leadership

9. Special projects

10. Automation of SAP reporting using VBS scripting and

Microsoft applications

2007 2012 Sun Chemical

Cincinnati, OH

Workforce Management

11. Quality Assurance of Voice, Fax and Email order placement

12. Is responsible for tracking and providing feedback on system

functionality to Operations Management

13. Is responsible for monitoring all incoming ACD's to ensure

service levels are maintained.

14. Creates job aids and training materials.

15. Provides technical assistance to the floor and ensures

follow through of escalated technical issues.

16. Provides Operations Metrics in efforts to improve best

business practices and performances.

17. Applied usage of 6 sigma Green Belt methodologies and

Project Management.

18. Implementation of SAP to Sun Chemical

1. Directly resolved Sun Chemical SAP go live issues with

Accenture, SAP Tech Support as well as SAP Escalation

Teams till present.

2. Day to day business analytics using multiple tables in

SAP in conjunction with Excel.

3. 4.5 yrs using SAP tables for business analytics and

communicating data to Operations Management and

Corporate.

4. Use of Helios/Cognos interface with SAP.

5. Creation of Sun Chemical global reporting tools using

Microsoft Office in conjunction with SAP visual basic

scripting.

2004 2006 Critical Mass Media

Cincinnati, OH

Team Leader

19. Assists with systems operations.

20. Proficient written and verbal skills communication skills.

21. Is responsible for providing feedback on projects to

Supervisors and Project Management staff.

22. Is responsible for daily vandalism tracking of agent

cubicles.

23. Serves as Tape Coordinator; collecting and distribution of

tapes and play lists assigned to the entire call center

floor. Cataloging tape and play list inventory. Recreation

of damaged tapes and play lists. Assist Project Management

staff to track hourly CPH of all running projects. Tracking

of all completed and uncompleted projects.

24. Is responsible for assuring agents follow company policies

and directives by reporting any issue to members of

Management staff.

25. Motivational tool to agents to complete projects by if not

prior to deadline.

26. Training agents of new projects and company guidelines.

27. Quality assurance of agents through rigorous audio and

visual monitoring processes.

28. Provides feedback to agents based on Quality Assurance

Monitoring.

2003 2004 Hyatt Regency of Cincinnati

Cincinnati, OH

Room Service Cashier & Server

Starbucks Coffee Shop Lead Operator

29. Assisted managers in the solicitation, coordination, and

service of VIP hospitality functions in suites.

30. Responsible for receiving calls from guestrooms, deriving

incremental revenue from base orders, and coordinating

delivery of items between multiple servers. Duties often

performed in the absence of direct managerial supervision.

31. Main operator of lobby Starbucks Coffee Shop - duties

included Starbucks-standard coffee production and

cashiering. Duties performed in the absence of direct

managerial supervision.

32. Trained new hires in Room Service and Coffee Shop.

1999 - 2002 Interactive Technologies

Cincinnati, OH

Call Center Supervisor

33. Supervised over 60 call center employees, including

bilinguals.

34. Responsible for all human resource concerns including

attendance, scheduling, and employee performance and

development.

35. Responsible for handling Supervisor calls.

36. Responsible for maintaining optimal industry standards for

Call Center line management.

37. Monitored Queue to alert technical staff (CS Tech, NOC) when

platform issues occurred.

38. Hosted training for continued CSR improvement.

39. Trained Assistant Supervisors.

40. Monitored CSR inbound calls tracking performance.

Fraud Team Leader

41. Led team of fraud investigators including management and

line-level staff.

42. Responsible for the investigation and tracking of

fraudulent additions to pre-paid calling cards via CS

workstations.

43. Reported recommendations of miss-additions to Departmental

Training director for retraining and improvement classes.

44. Reported corrections and low-level findings to Director of

Customer Service.

45. Prepared monthly presentation of findings during

Departmental Management Meetings chaired by the

President/Chief Operation Officer.

Customer Service Newsletter Editor

46. Responsible for weekly publication of Company Newsletter and

translation to Spanish for Spanish-speaking employees.

47. Voluntarily assumed duties of editor while maintaining

other supervisory duties.

TECHNICAL EXERIENCE

. 6 years working with SAP developers focusing on data mining

from all modules in SAP back and front end.

. 5 years working with Helios

. Advanced Microsoft application skills

. Intermediate to advanced computer repair skills

EDUCATION

2012 Kepnar-Trego Problem Solving and Decision Making

Cincinnati, OH

2009 Sun Chemical 6 Sigma Training

Cincinnati, OH

6 Sigma Green Belt Certified

2001 - 2002 Cincinnati State Technical College

Cincinnati, OH

Computer Repair

1996 - 1997 Olympic Community College

Bremerton, WA

Business

1986 - 1990 Mountain View High School

Vancouver, WA

High School Diploma

SERVICE

Persian Gulf War Veteran, United States Navy, Educational

Service Office

1000 Hands Project of Cincinnati, Ohio 2000

Contact this candidate