Call Center Desk Analyst

Todd Chesbrough

***** ******** ******** *******, ** 48312 586-***-**** **************@*******.***

Quality Analyst

Highly accomplished Quality Analyst with track record of project planning and coordination in alignment with overall organizational goals. Gifted at identifying and addressing constraints and risks while ensuring compliance with quality guidelines and established timelines. Results-oriented leader and proactive problem solver with proven success in establishing strong working relationships with managers, associates, subordinates and customers. Demonstrated ability to build cohesive teams, capitalizing on each team members unique talents and strengths. Self-motivated with solid mastery of project life cycle and ability to manage multiple key projects simultaneously. Seven years of experience with GM OnStar Systems. Two years as a Quality Analyst.

Core Competencies

System Implementation

Technical Support

Technical Documentation

Process Analysis

Cost Reduction Metrics

Call Center Management

Troubleshooting

Process Flow Models

Performance Assessment

Quality Assurance

Compliance Monitoring

Time Study Analyses

Customer Relations

Project Scheduling

Status Reporting

Professional Experience

Quality Analyst Advanced Customer Services 2011 - 2020

Created all Quality Metrics and Analytics for company.

Quality monitors all lines of business.

Provide monitoring scores and improvement to upper management.

Created customer satisfaction survey for company.

Editor of company’s monthly newsletter.

Quality Analyst Preferred Solutions – GM OnStar Contract 2006-2007

Performed on-site and remote call monitoring.

Evaluated and scored calls received for quality compliance.

Updated and maintained call logs. Presented call data to suppliers and performance teams.

Attended quality control meetings with suppliers and quality team members. Provided assistance to team members in meeting established quality goals and objectives.

Process Engineer Preferred Solutions – GM OnStar Contract 2004-2006

Held responsibility for providing support to process leaders in various departments including customer care, technical assistance and specialized billing.

Updated and maintained process flow analyses ensuring compliance with the latest changes in policies and procedures.

Utilized various computer modeling software to design flow models.

Utilized cost reduction metrics to perform time study analyses.

Prepared computerized presentations of data gathered and resulting analyses.

Help Desk Analyst E.D.S. 2002-2003

Assisted in the resolution of computer network technical problems.

Reset passwords on the network and tracked and monitored reported problems.

Handle the resolution of satellite connectivity issues as well as mail exchange problems.

Activated new locations, deactivated existing accounts and dispatched field technicians for on-site support.

Senior Cellular Technician E.D.S. 1998-2002

Worked extensively with GM wireless personnel involved with resolving cellular wireless issues and problems.

Served on numerous special project teams and assisted in diagnosing and resolving major problems with the OnStar cellular network.

Involved with identifying, diagnosing and resolving problems with the VSP, 500 Network and Personal Calling features.

Served as the senior technician for the OnStar Technical Assistance Team (OSTA).

Education and Credentials

Bachelor of Science in Community Development: Public Administration –

Central Michigan University – Mt. Pleasant, MI – GPA: 3.7

- Technology

Microsoft Office, Data Spy software

- References

Excellent references available upon request.

Contact this candidate