Russell

Keown

**** ***** ****

Fairfield, OH ***14

513-***-****

adb0hl@r.postjobfree.com

LinkedIn Profile

Dedicated and focused dialer administrator and analyst who excels at identifying problems areas and offer creative solutions to resolve them. Works closely with management staff to ensure all KPIs are being met. Committed to delivering quality results and working with autonomy. Professional, organized, and self-motived.

Skills

Microsoft Office Suite

SQL Server

Five9 Dialer System

Aspect Dialer System

SSRS Reporting

Crystal Reports

Visual Studios

LiveVox Dialer System

Avaya Dialer System

Speech Analytics

CallMiner Software

Experience

FEBRUARY 2019 – FEBRUARY 2020

Telephony Manager / Fifth Third Bank, Madisonville, OH

Create and manage dialer strategies for all stages of collections for varies financial products and for retail direct sales team. Created optimization in reporting to reduce or eliminate manual manipulation and reduce the amount of time spent on reports. Identified and corrected errors in legacy reports. Recognized on several occasions for teamwork and collaboration achievements

AUGUST 2017 – FEBRUARY 2019

Systems Analyst / New Avon, Blue Ash, OH

Promoted from Dialer Administrator to Systems Analyst. Create and manage dialer strategies for Business to Business collections, marketing to perspective new business owners, and retention of current business owners. Administrator of Slack for Operations. Providing operations with reporting for staffing and call efficiencies. Create staffing models using Erlang C method. Exceed business retention goals by an average of 25% over for 13 months.

APRIL 2014 – AUGUST 2017

Dialer Administrator / Axcess Financial, Fairfield, OH

Point person on several dialer implementations. Create a metric called Collectible Right Party Contact that depicts a more accurate conversion rate for collections. Built, automate, and maintained contact center and agent performance reports using a Business Intelligence tool. Work with Speech Analytics software called CallMiner.

Education

CURRENT

Associate in IT / SNHU, Manchester, New Hampshire

Working on a degree in Information Technology from Southern New Hampshire University. Currently learning Python and SAS.

Activities

I have volunteered in several youth organizations as coach and mentor for the last 6 years. I have been active in several adult sports leagues for the last 4 years.