Call Center Operations Analyst

Robert Turner

**** ******** **, ****, ** *****

******.******.**@*****.*** Cell: 224-***-****

Objective:

To use my skills, drive, knowledge to advance the company mission with a willingness to help others to succeed while exceeding in a career with a company that is successful and growing in a thriving industry.

Work History:

Levav Properties 2023 - 2024

●Accounting Ops Associate

Primary point of contact for all Utilities related Matters across up to 90+ Properties.

Created weekly and Monthly tracking Spreadsheets detailing changes across multiple properties, portfolios.

Dovenmuehle Mortgage, Inc 2020 - 2023

●Operations Analyst

Served as the primary point of contact for representative related inquiries.

Performed minor IT tasks to ensure CSR’s were able to perform daily tasks.

Effectively and efficiently disposition all requests made through email via shared Outlook inbox, phone and MS teams.

Created/Managed user accounts in Community Workforce Management Software, Black Knight, Atlassian Confluence, Nexgen Speedpay and Avaya Telephony software.

Created User knowledge base in Atlassian Confluence.

●Customer Service Representative III

Served as the primary point of contact for borrower related inquiries.

Effective and efficiently disposition all calls not directly related to my current duties.

Hunt Companies 2016 – 2019

●Resident Services Specialist 2016

Served as the primary point of contact for all resident related inquiries at NSTC Great Lakes from 500+ residents.

■Interviews, availability of preferred home types, inspections, unit showings, lease signing, move-ins, resident concerns, lease renewals, move-outs, damage inspections and filing of paperwork throughout.

●RECP (Utilities) Coordinator 2016

Served as main point of contact for all Utility related issues for 1300+ residents at NSTC Great Lakes.

Repaired and maintained monthly tracking spreadsheet detailing changes in usage month to month with recommendations on issues and improvements.

Pangea Equity 2010 – 2015

●Sr. Operations Analyst 2015

Prepared and analyzed companywide reports for daily, weekly, monthly and quarterly review.

Met department goals for timely reporting.

Developed internal reporting for personal use to streamline personal workflow.

●Department Manager 2013

Oversaw day to day functions of 3 section managers with up to 30 call center reps and across multiple shifts.

Evaluated current procedures and practices for accomplishing department objectives to develop and implement improved procedures and practices.

Analyzed and documented business processes and problems.

Developed solutions to enhance efficiency and drive productivity improvements.

Prepared and analyzed management reporting.

Met department daily and weekly goals.

Developed internal management team.

Oversaw performance reviews and disciplinary actions.

Adhered to all company policies, procedures and practices.

●Interim Call Center Manager 2012

Oversaw day to day functions of 3 Department Managers with up to 80 call center reps and across multiple shifts.

●Department Manager 2010

Oversaw day to day functions of 10 call center reps and across multiple shifts.

●Jr. Property Manager 2010

Served as the primary point of contact for all resident related inquiries in the Auburn Gresham neighborhood of Chicago.

■Interviews, availability of preferred home types, inspections, unit showings, lease signing, move-ins, resident concerns, lease renewals, move-outs, damage inspections and filing of paperwork throughout.

Skills:

MS Office, notably Excel, Outlook, Word and PowerPoint. I am familiar with Open Office, PostgreSQL, PGAdmin, Mozilla Firefox, Mozilla Thunderbird, Yardi, Propertyware, Appfolio and other Real Page Applications, Google Chrome and Microsoft Edge.

Education:

University of Illinois – Chicago 1997 – 1999

Oakton Community College 1996 – 1997

Wentworth Military Academy (AA) 1994 – 1996

Niles North High School (Diploma) 1990 – 1994

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