Call Center Risk Analyst

EM

ACCOMPLISHMENTS

Ranked in the top **% of a large call center 3 times within 12 months. Lowest trucks for the month. Maintains low handle time. Volunteered for the Infant Crisis Center by assisting in converting Paper files to Digital.

SKILLS

Advance MS Office Suite; Remote Desktop Operation; GIS tools; Verbal Communication; Process Improving Implementation, Management and Risk Analyst, Basic Python knowledge, Elementary Statics, SQL, Palisade Risk Analysis, Finance Management, TSM, Mapzilla, Neaustar, Bluebeam, Microsoft Project, Salesforce, Prism

EETOI MAJORS

EXPERIENCE

SPECTRUM •PROJECT MANGER • DEC 2023 TO CURRENT

● Meeting with internal departments of an assigned project to gather feedback, and provide status updates and reports to clients

● Tracking costs and performance, equipment, material, service levels, and other metrics required to meet goals and objectives

Managing day- to-day operational aspects of all assigned projects between 150 to 220 at once

Oversee the entire lifecycle of projects

Conduct meetings between clients and other departments as need to keep everyone updated

SPECTRUM • SERVICE COORDINATOR • JULY 2021 TO DEC 2024

● Facilitate interdepartmental coordination and execution related to residential and commercial fiber and coax construction projects

Ensure Sales Force, billing system and other management tools are updated with correct project status and notes on construction projects.

Schedule site survey system referral orders (SRO) in billing system

Apply and manager Permits for multiple projects

Negotiate pricing contacts with subcontractors, and order material for each jobs.

SPECTRUM • PAC I TO PAC III/MAC III • MAY 2018 TO JULY

● Manages and obtains contacts for county E911 offices

● Find resources required to confirm addresses & solve any other problems that come with the address not being verified

● Tracks MSAG projects & creating monthly report updates

● Plan and gather information to implement new procedure

● Gathers information for Corporate Escalation

● Accesses County GIS tools to confirm address

Provides expert knowledge related to company products, services, business rules and policies

Utilizes business communication skills to articulate verbally and in writing, a complete summary, analysis and conclusion of escalated complaints

Fast customer resolution. Able to navigate among multiple Spectrum tools to ensure customer satisfaction.

Mobile device activations and swaps

Complex porting issues

Adding new inventory to system

BRIGHT/SPECTRUM • TCC INTERNET • JULY 2016 TO MAY 2018

● Troubleshooting Internet and Phone Issues

● Dispatched Technicians to Customer Home locations

● Managed Special Chats to help other Representatives with increasing Stats

● Software: CRM, Gateway, Kronos, Scope

SPRINT/ASURION • TECH REP TO LEAD• MAY 2010 TO MAR 2017

● Provided Customer Service and Technical Support phone

● De-escalated Customer issues in a timely manner

● Maintaining inventory for a store

● Managed Techs Reps with their continual learning

● Facilitated New Hire training

● Helped manage Pilot programs for roll out

● Organized Team meetings

EDUCATION

ASSOCIATE IN SCIENCE • 2015

• OKLAHOMA CITY COMMUNITY COLLEGE

B.A.S BUSINESS PROJECT MANAGEMENT • 2023

• SAINT PETERBURG COLLEGE

LEADERSHIP

Store opening and closing procedures; Maintained Inventory for both incoming and outgoing equipment; Accurate cash handling; Team-Oriented projects; Recruiting (using HRIS tool); Sales; Led Sales Team meetings and Huddles; Outstanding communication skills; Flexible schedules; Reviewed Time cards for Payroll; Conducted one-on-one with Team Members; Writing up action plans; Created training program; Training new hires, and Management Course.

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