Specialist Ii Operations Manager
Resume:
Russell Keown
Fairfield, OH ****4
*********@*****.***
Objective: To obtain a position within your organization that will allow me to utilize my skills and experience.
Experience: Reporting and Analytics Specialist II
First Financial Bank, Springdale, OH
May 2020 – Present
Reporting
Execute reporting and analytics successfully.
Analyze data to make proactive recommendations.
Document, evaluate and improve design of reports and processes to ensure that analytical tools, evolve as the business changes.
Develop trend analyses and other quantitative reports to determine business trends.
Partner with leaders to further analyze data and develop recommendations for improvement.
Maintain capacity planning models in partnership with each business unit. Adjust model based on business needs and provides recommendations and solution (i.e. load balancing) to drive business performance.
Develop analytical models to identify patterns in data.
Prepare and analyze monthly reports for the line of business and regions. Investigate and document unusual items.
Perform maintenance on existing schedules and reports for changes to information.
Participate actively in process improvement and problem resolution issues
Analyze business performance, make recommendations for improvements and measure progress. Success will be measured by outcomes (i.e., business improvement).
Support system changes and analysis.
Training
Maintains current knowledge of First Financial Bank policies and procedures.
Ensures and documents policies and processes for Reporting are current.
Created and facilitated entry level Microsoft SQL Server user training
Experience: Telephony Manager
Fifth Third Bank, Madisonville, OH
February 2019 – February 2020
Campaign Management and Strategy Adherence
Responsible for day-to-day administration and monitoring of the predictive dialer system including design, build and maintenance of campaigns, calling lists and filters
Supports call delivery and strategic objectives to specified performance metrics such as idle time, abandonment rate, penetration rates, inbound service levels, average speed of answer and occupancy rates
Monitors all inbound queues and outbound calling campaigns to ensure maximum efficiency and strategy adherence
Administers multiple dialer campaigns at the same time
Maintains and adjusts agent skill sets as needed to manage inbound call queues
Create and Manage various Dialer Strategies direct sales team and all stages of collections
Internal System Support
Troubleshoot, research, and escalate dialer and operating system issues to the appropriate people (Operations Manager, Vendors and/or IT) to ensure issues are resolved quickly
Maintains an open line of communication with internal and external contacts to resolve issues, coordinate service calls and handle agent licensing
Notifies management of irregular dialer, individual and/or center-wide statistics. Clearly communicates system status to internal customers and management
Assist in user acceptance testing for technology releases and maintain user acceptance test plan and documentation for the operating system
Reporting
Generates and distributes reports related to dialer performance, strategy objectives and agent productivity
Conduct weekly/monthly meetings with Department leaders to review dialer results
Optimized reporting to reduce the amount manual manipulation time required to complete reports
Training
Maintains current knowledge of Fifth Third policies and procedures.
Ensures and documents policies and processes for outbound dialer activity
Created Produces on how to identify Cellular Carrier misidentification of caller ids
Experience: Dialer Administrator
New Avon, Springdale, OH
August 2017 – February 2019
Campaign Management and Strategy Adherence
Responsible for day-to-day administration and monitoring of the predictive dialer system including design, build and maintenance of campaigns, calling lists and filters
Supports call delivery and strategic objectives to specified performance metrics such as idle time, abandonment rate, penetration rates, inbound service levels, average speed of answer and occupancy rates
Monitors all inbound queues and outbound calling campaigns to ensure maximum efficiency and strategy adherence
Administers multiple dialer campaigns at the same time
Maintains and adjusts agent skill sets as needed to manage inbound call queues
Internal System Support
Troubleshoot, research, and escalate dialer and operating system issues to the appropriate people (Operations Manager, Vendors and/or IT) to ensure issues are resolved quickly
Maintains an open line of communication with internal and external contacts to resolve issues, coordinate service calls and handle agent licensing
Notifies management of irregular dialer, individual and/or center-wide statistics. Clearly communicates system status to internal customers and management
Assist in user acceptance testing for technology releases and maintain user acceptance test plan and documentation for the operating system
Workforce Management
Track and update agent call offs and make the necessary adjustments to accurately reflect changes in daily scheduled hours
Track agent schedule adherence and productivity
Manage employee schedule database
Reporting
Generates and distributes reports related to dialer performance, strategy objectives and agent productivity
Conduct weekly/monthly meetings with Department leaders to review dialer results
Training
Maintains current knowledge of Avon policies and procedures.
Ensures and documents policies and processes for outbound dialer activity
Experience: Dialer Administrator
Axcess Financial, Fairfield, OH
April 2014 - August 2017
Campaign Management and Strategy Adherence
Responsible for day-to-day administration and monitoring of the predictive dialer system including design, build and maintenance of campaigns, calling lists and filters
Supports call delivery and strategic objectives to specified performance metrics such as idle time, abandonment rate, penetration rates, inbound service levels, average speed of answer and occupancy rates
Monitors all inbound queues and outbound calling campaigns to ensure maximum efficiency and strategy adherence
Administers multiple dialer campaigns at the same time
Maintains and adjusts agent skill sets as needed to manage inbound call queues
Internal System Support
Troubleshoot, research, and escalate dialer and operating system issues to the appropriate people (Operations Manager, Vendors and/or IT) to ensure issues are resolved quickly
PBX Maintenance including creation and modification of user profiles for dialer access.
Maintains an open line of communication with internal and external contacts to resolve issues, coordinate service calls and handle agent licensing
Notifies management of irregular dialer, individual and/or center-wide statistics. Clearly communicates system status to internal customers and management
Assist in user acceptance testing for technology releases and maintain user acceptance test plan and documentation for the operating system
Workforce Management
Track and update agent call offs and make the necessary adjustments to accurately reflect changes in daily scheduled hours
Track agent schedule adherence and productivity
Manage employee schedule database
Reporting
Generates and distributes reports related to dialer performance, strategy objectives and agent productivity
Conduct weekly/monthly meetings with Collections leaders to review dialer results
Create, maintain, and update Quality Assurance Database including troubleshooting during periods of service interruptions across multiple locations
Create, maintain, and update SSRS reporting using Visual Studio
Training
Created and facilitated entry level excel user training
Experience: Workforce Management
Vantiv, Symmes Township, OH
July 2012 - April 2014
Service Level Management
Independently provides centralized administration of the Inbound Customer Service (ICS) dialer system (I3) and Workforce Management application to create and maintain work schedules while ensuring all contractual obligation service levels are met
Manage I3 functionality within the ICS Department including but not limited to skills assessment, work groups, queues, call priority calculator, and service level achievement.
Monitor and Reporting
Manage I3 reporting, including but not limited to productivity and effectiveness.
Retrieve, monitor and distribute system-generated reports
Monitor and advise on the correct balance between service levels and labor costs in order to achieve departmental wage rate targets.
Responsible for real time management of contact center performance and ensures adjustments are made to meet or exceed service level objectives
Create Ad-Hoc Report for all levels of Management
Maintain Current database
System Support
Work with ICS Manager to assimilate new clients into I3 workflows and E2 reporting needs.
Manage Witness functionality to include, schedule generation, what if scenarios, capacity planning, and time off requests
Work with the Finance Support and Business Reporting Departments on volume forecasts and intervals for holidays
Investigate, analyze and assess unit productivity and call volume trends for performance monitoring and forecasting
Training
Work with the ICS Supervisors to monitor and manage staff cross-training needs
Meet and maintain job requirements and standards set by management
Education
Bethel-Tate High School
Bethel, Ohio
August 1999 - June 2003
Graduated with high school diploma
Grant Career Center
Bethel, Ohio
August 2001- May 2003
Received certificate in Computerized Business Technology
Proficient in:
Microsoft Word
Microsoft Excel
Microsoft Windows
Microsoft Power Point
Microsoft Access
Microsoft Outlook
Visual Studio
JasperSoft
Motivity
Tableau
Python
Power BI
Snowflake
SSRS
SQL Server
Five9 Dialer
Aspect Dialer
LiveVox Dialer
Avaya Dialer
DialConnection Dialer
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