Call Center Human Resources
Resume:
Objective
Dynamic Leader with Extensive Contact Center and Data Analytics Reporting Expertise
Work Experience
PNC Bank Pittsburgh, PA
BUSINESS ANALYTICS SPECIALIST
Experience:
Reporting and analyzing data from multiple aspects of financial information and call statistics. Web based reporting primarily using Tableau. Daily maintenance of Human resources data and employee hierarchy. Maintaining SQL Tables and dataset imports of SQL Server. Supplying Forecasting Data. Planning staffing levels to adequate coverage. Live/daily/weekly/quarterly and Ad-Hoc reporting of call Center statistics, agent traces, phone number lookups, After Hours Support of Systems and Credit Card sales results.
Software utilized: Tableau, Oracle BI, AVAYA, ASPECT, JIRA sprint and Scrum, Oracle, Toad, SQL, MS Access, Excel, Lotus Approach, CMS Supervisor, GENESYS Universal Call Routing and CentreVu
PNC Bank Performance Metrics Pittsburgh, PA
ANALYST II
08/2007 - 05/2015
Performance Metrics Analyst II (National Call Center)
Responsibilities include daily, weekly, and monthly reporting of call center statistics.
Maintaining SQL Tables and dataset imports of SQL Server. Supplying Forecasting Data
Planning staffing levels to adequate coverage
Real-time monitoring of the outbound dialer.
Live reporting of call Center statistics, agent traces, phone number lookups, building call lists, After Hours Support of
Systems and Software utilized: AVAYA, ASPECT Ensemblepro, Aspect Optimizer, SQL and SQL 2005, MS Access, Excel, Lotus Approach, CMS Supervisor, and CentreVu
PNC Bank Daily Operations Pittsburgh, PA
ANALYST
06/2006 - 01/2007
Daily Operations Analyst (National Call Center)
Responsibilities include daily, weekly, and monthly reporting of call center statistics.
Real-time monitoring of the outbound dialer. Starting and stopping shift.
Live reporting of outbound statistics, agent traces, phone number lookups, building call lists, updating do not call lists, and agent traces.
Member of the STAT Team, which is responsible for reports throughout the entire call center.
Updating agent splits/skills on the inbound side. Also providing command center backup after 6 pm.
Metro One Telecommunications Pittsburgh, PA
GENERAL MANAGER
06/2000 - 07/2005
Responsible for 24hr/7 days a week operations of entire call center
Administrative duties include daily reports, budgeting, payroll, staffing concerns and annual evaluations
Facilities responsibilities include ordering supplies, lease information, building and equipment maintenance, requesting upgrades/improvements such as HVAC/ power, security
Increased productivity by implementing new excel practices
Worked with in-house tracing software, Tracecart
Extensively involved weekly in scheduling on a 24 hour basis
Echostar Communications Mckeesport, PA
COACH
06/1999 - 05/2000
Responsible for developing and training 12 to 16 customer service reps per shift
Remote monitored calls for training improvement on call handle time and personnel performance tracking
Available to take escalated calls as well as decision making to ensure a high level of customer service
Kronos, CSG, Centrevu, CMS, TCS, Clarify, and Outlook
IKON Document Services Pittsburgh, PA
SHIFT MANAGER
06/1996 - 05/1999
Responsible for developing and training 15-20 operators per shift
Workflow planning
Deadline compliance, quality control
Maintained labor costs and cost of goods
Employee evaluations
Developed new methods of scheduling, tracking, and improving production processes
Achieved certification in behavioral interviewing
Education
Post-secondary education, no degree or certificate
Indiana University - Indianapolis
Post-secondary academic degree, Associate degree
CCAC
Qualifications And Achievements
Behavioral Interviewing 10/01/1997
received certificate after training to interview perspective applicants for working with legal document reproduction and sales and production employees
Certifications And Licenses
Tableau Developer, PNC via Cornell Univ - Pennsylvania
Issue Date: 12/01/2023
SQL developer, HOTT via PNC bank NA - Pennsylvania
Issue Date: 05/01/2012
Skills
• Data Analysis - 10+ Year(s) of Experience
• Daily maintenance of Human resources data employee hierarchy - 10+ Year(s) of Experience
• Contact Centres > Call Centres – 20+ Year(s) of Experience
• After Hours Support of Systems and Credit Card - 10 Year(s) of Experience
• SQL coding - 10+ Year(s) of Experience
• Monthly Closing > Month End Reporting – 18+ Year(s) of Experience
• Budgets & Budgeting - 5 Year(s) of Experience
• Forecasting - 20 Year(s) of Experience
• Payroll - Year(s) of Experience
• cost of goods - 8 Year(s) of Experience
• equipment maintenance - 5 Year(s) of Experience
• time monitoring - 20+ Year(s) of Experience
• HVAC operations management - 5 Year(s) of Experience
• Improving Productivity – 20+ Year(s) of Experience
• Oracle - 10+ Year(s) of Experience
• AVAYA scheduling software - 8 Year(s) of Experience
• Tableau Desktop Developer – 7+ Year(s) of Experience
• Toad for Oracle – 7+ Year(s) of Experience
• Agile - 5 Year(s) of Experience
• Jira - 3 Year(s) of Experience
References
Name:
Joseph Greco
Job Title:
Software Analyst at PNC
Years Known:
18
Day Phone:
Email:
********@*******.***
Name:
Patrick Gilchrist
Job Title:
Regional Director at Robert Half Talent Solutions
Years Known:
35+
Day Phone:
Email:
*********.**@*****.***
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