Training Manager

Mark Jiacik

*** * *** #*** *******, TX ***** 214-***-**** *******@*****.***

Professional Data Analyst

As a dedicated and knowledgeable professional with experience in analyst processes, process improvements, employee training, and call center improvement, I seek to bring my abilities to add value to your organization. I am a self-motivated individual with a proven track record of success increasing productivity, efficiency, and quality.

Core Competencies

Conducting analyses and reporting to identify opportunities and provide recommendations.

Leading team members and daily processes according to efficiency and quality standards.

Communicating clearly and effectively with clients, colleagues, and other professionals.

Developing training for team members in best practices according to company objectives.

Providing process improvement recommendations that increase productivity and efficiency.

Professional Experience

VERIZON BUSINESS / FRONTIER COMMUNICATIONS Irving, TX

Sr. Analyst / Corporate Trainer, 2005 – 2016

Managed Ad-Hoc Reporting from multiple systems including Cognos, Oracle BI Discoverer, Intradiem, Tableau, SQL Queries, Nexidia, and Qfinity.

Performed data analysis, identifying process improvement opportunities to enhance customer experience, reduce churn, minimize shrinkage, and increase profitability.

Served in Manager and Supervisor positions, overseeing processes and team members, delegating responsibilities and monitoring performance.

Developed and implemented effective training to increase team productivity and efficiency in compliance with organizational policies and procedures.

Conducted observations of on-line agents, coaching to maximize performance effectively.

Carried out analyses for call center statistics and call center training numbers, evaluating results to determine needs and opportunities for improvement.

Analyzed average handle time AHT, call work time, transfer rates, and training data, converting to Excel format using pivots and charts for presentation, applying in-depth Excel knowledge.

Identified solutions after call center analysis, presenting findings to senior leadership and stakeholders.

Additional Experience

TELVISTA INC. Dallas, TX

Mentor – Call Center, 2003 – 2005

ALCATEL USA Plano, TX

Lab Support Engineer, 1988 – 2000

TEXAS INSTRUMENTS Dallas, TX

Military Night Vision Test Technician, 1986 – 1988

SPERRY CORP. Minneapolis, MN

Clean Room Technician, 1984 – 1986

U.S. ARMY APO NY

27/G Redeye/Stinger, 1978 – 1981

Technical Proficiencies

Cognos

IEX

Witness

Intradiem Training Systems

SQL Queries

QFinity

Tableau Reporting

ACS Customer Surveys

vRepair (Oracle BI Discoverer)

Education

VOCATIONAL 2-YEAR DIPLOMA PROFICIENCY CERTIFICATION

Mesabi Range College, Eveleth, MN, 1984

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