Contact Center Business Analyst

MARIANNE GELSAVAGE

***** ****** ****, #***, ******** Township, MI 48045

586-***-**** (H) **********@*****.***

CONTACT CENTER SPECIALIST ǀ TEAM MANAGER ǀ BUSINESS ANALYST & GLOBAL TRAINER

I am an accomplished business professional with a proven track record in award-winning reporting, analysis and contact center operations for several industries. Skilled in facilitating cross-functional meetings and leading contact center teams to achieve high service standards. Recognized for exceptional client service and effective process improvements. My recent positions have been short GIG contracts. Though not employed currently still searching.

Business Process & Data Analysis

Leadership /Call Ctr Manager

Training & Quality improvement

Metrics and Reporting

Excel, Power BI and Microsoft 365

EMPLOYMENT HISTORY

ROBERT HALF - SHORT TERM ADMIN ASSIGNMENTS March 2023, July 2024, August 2024

Customer Service, admin and registrar Handle inbound phone inquiries.

DATAMATICS Oct 2023, March 2024

Temporary assignment supporting and monitoring active participants taking CBLE Exam; ensured strict adherence to security measures. This was a Quality Assurance responsibility.

ACRO - DTE April 2022 -June 2022

Temporary assignment supporting DTE’s Gas Control Measurement; analyzed annual readings for large Industrial-Commercial Customers and verified gas flow and usage/ Accounting admin responsibility.

ROBERT HALF - UIA STATE of MICHIGAN Aug 2020 – Nov 2021

Call Center Manager for State of Michigan Unemployment Insurance Agency (UIA) Call Center

Managed a 40-person contact center team, overseeing daily operations and supervisory tasks such as attendance tracking, productivity monitoring, and compliance with State policies.

Administered staff onboarding and exiting processes.

Earned high praise for leadership in quality assurance.

Handled claimant escalations and initial IT support.

ACRO – DTE 2018 - 2020

Inbound operations analyst for DTE Complaint Management and Distribution Operations

Resolved power flow, equipment/repair, and Michigan Public Service Commission complaints.

Resolved issues in concert with DTE’s electrical engineers and Field technicians.

Received DTE Service Excellence award for dedication to customer care.

Admin Customer Service 2017 - 2018

Executed a series of temporary individual performer assignments.

Concentrix – Contact Center Advisor, General Motors

Robert Half – Accounts Payable, Art Van

Raytheon – Courseware Tester, General Motors and DTE

GLOBAL TECHNOLOGY – GENERAL MOTORS 2016-2017

Safety Analytics Analyst/SME

Analyzed data related to vehicle concerns under investigation by NHTSA (National Highway & Traffic Safety Administration). Validated potential of safety issues via IBM Watson

ENTECH for DTE 2013 – 2016

Senior Marketing Clerk & Systems Analysis

Review enrollment applications and cancellations for the Home Protection Plan at DTE. Maintain Payment Plan for customer deliverables as determined by marketing campaign terms.

Audited invoices as payables. Performed as Liaison to vendors.

Customer consultant to determine outcome of escalated accounts payable concerns.

Compiled reports via Business Objects that evaluated impact of marketing campaigns.

Conducted system testing to assure system performance and data logging.

CONTRACT POSITIONS 2009 - 2013

Contract-Rocket Mortgage - Purchase Closer; balanced Settlement Agreements and refinancing for residential clients.

Contract-Volkswagen - Automotive Customer Service – performed Level 2 logistics support for VW dealers, inventory allocation and marketing support of clients. Handled dealer inventory logistic concerns that included resolution of import/Customs concerns impacting vehicle delivery and distribution.

TEKsystems - Administrative and training coordinator for adoption of VOIP phone systems

ELECTRONIC DATA SYSTEMS (EDS) 1998 - 2008

Progressed through roles in Customer Care, Business Analysis, Metrics and Reporting, Training, Project Management, and Quality Assurance for General Motors accounts.

Analyzed and distributed performance reports for GM North America’s hardware, software, and satellite systems; maintained project documentation.

Developed escalation protocols to enhance client satisfaction and resolution efficiency.

Created procedures and training manuals for Special Services and Marketing Programs based on project requirements.

Led multi-region “Train the Trainer” sessions to ensure multi-region consistency.

Monitored and coached IT help desk and customer service agents to improve performance and customer experience.

Managed GM Card account reporting, including customer data, executive requests, and earnings adjustments.

Served as SME for vehicle warranty and service, resolving logistics and fulfillment issues.

Recognized for handling complex automotive issues as a call center vendor liaison.

Exceeded expectations as Quality Assurance Supervisor for the 2000 Census call center by managing agent reviews and delivering performance feedback.

EDUCATION and TRAINING

Wayne State University, Detroit, MI: Bachelor of Fine Arts, Theater

Certification: Instructional Systems Design, Macomb County Community College

Training focused on project management, reporting technology and communications.

Toastmasters: Competent Communicator Level. Accomplished presentation and evaluation.

TECHNICAL SKILLS

Proficient across numerous CRM/ticket management systems

Microsoft Office 365, Excel, PowerPoint, Business Objects Tool and ACCESS.

Experience in IBM Watson used for processing Data Analytics.

Microsoft Teams & Power BI.

SQL, InContact database (analyze metrics) & scheduling.

Recent Team Center usage government/utility 2018-2022 (heaviest usage Robert Half for the State of Michigan /basic usage 2 years at DTE Distribution Operations.

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