Reporting Analyst Technical Support

Delilah Wilson

*** ******* **** # * - ********, OH 43228 honeytothebeeHYPERLINK "mailto:***************@*****.***"86@HYPERLINK "mailto:***************@*****.***"gmailHYPERLINK "mailto:***************@*****.***".HYPERLINK "mailto:***************@*****.***"com - 614-***-****

WORK EXPERIENCE:

Reporting Analyst West Jefferson, OH

Torrid LLC January 2021 to January 2025

Reporting Analyst Job Duties:

•Pulled data from multiple sources (SQL, Looker, High Jump (iWMS), Microsoft Access & spreadsheets) to prepare reports and analyses.

•Reviewed the prior day’s performance against the forecast analyzing the issues and impact on UPH and Cost Variance.

•Ensured accurate, up-to-date data is maintained in all Key Areas.

•Collaborate with internal teams (leadership, finance, operations & vendors) to gather requirements for custom reports and analyses.

•Maintained knowledge of data governance policies and ensured reports complied with organizational standards. Including SOP writeups.

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•Enterprise Planning West Jefferson, OH

•Restoration Hardware Aug 2017 to Dec 2019

•Workforce / Real-Time Analyst Job Duties:

•Partnered with the Team & Operations Leaders to improve forecast accuracy, maintain WFM data integrity and deliver flexibility initiatives.

•Reviewed the prior day’s performance against forecast analyzing the issues and impact on Service Level and Abandon Rates.

•Managed & monitored available ‘day’ resources (Availability to handle calls) to ensure adequately deployed & multi-skilling effectively optimized.

•Approved and scheduled Team Members ' building exceptions including Paid Time Off (Vacation) and Building Off-Phone activities (e.g. Coaching, Meetings, Training etc.)

•Ensured accurate, up-to-date data is maintained in Aspect (WFM) regarding schedule exceptions as it relates to the intra-day performance and achieving Adherence to Schedule (ATS) targets.

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•Customer Service West Jefferson, OH

•Restoration Hardware July 2016 to Aug 2017

•Account Representative Job Duties:

•Maintained and further improved established customer network, increasing sales and solidifying long-term customer relationships.

•Answered sales emails & technical-related emails.

•Met or exceeded monthly targets on average.

•Provided excellent customer service for customers which resulted in 100% customer satisfaction surveys

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•McMahon Truck Center Columbus, OH

•Shipping / Receiving February 2015 to July 2016

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•Shipping / Receiving Job Duties:

•Performed shipping and receiving duties.

•Supported the shipment of goods produced and the received goods and supplies to be used in or to aid in the production/storage of goods destined for sale to our customer base.

•Responsible for making arrangements for pick-up by the carrier specified on the customer’s purchase order and final inspection via the shipping instructions.

•Reported defective materials or questionable conditions to the department supervisor.

•Responsible for keeping an adequate supply of shipping materials on hand at all times.

•Forwarded a requisition for shipping materials to the Department Supervisor for approval.

•Maintained the work area and equipment in a clean and orderly condition and followed prescribed safety regulations.

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•Dish Network Hilliard, OH

•Advanced Technical Support Representative September 2010 to January 2015

•Technical Representative Job Duties:

•Tier III Advanced Support for satellite television service and internet services

•Main point of contact for teams in technical support

•Followed up on relevant customer/business issues

•Trained associates on strategic business incentives such as “Bundled Services”

•Additional Tier II Representative duties as staffing required

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•Technical Support Representative II Hilliard, OH

•Dish Network December 2009 to September 2010

•QA Job Duties:

•Tier II support for satellite television service and internet services

•Floor Support for Tier I associates to assist in in-the-moment issues.

•Handled tier I support calls as needed and as business required

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•Technical Support Representative Hilliard, OH

•Dish Network March 2009 to September 2010

•Sales Associate Job Duties:

•Inbound customer service phone calls.

•Assisted in sales and answering questions about products, services

•Tier I support calls for television and internet services.

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•Teleperformance Hilliard, OH

•Technical Support Representative March 2008 to March 2009

•Sales Associate Job Duties:

•Advanced Technical support for Verizon DSL / FiOS Internet

•Trained and partnered with peers with peer-to-peer mentoring

•Addressed customer billing questions and concerns

•Handled inbound customer calls

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•Wendy’s (BRMI, Wenco Ashland Inc) Bucyrus, OH

•Assistant Manager July 2004 to April 2009

•Management Job Duties:

•Assisted in achieving and exceeding store sales and profit targets

•Supported the Store Manager in recruiting, hiring, and retaining top-tier talent

•Effectively balanced sales and profitability goals, associate coaching, and the management of the business

•Head up sales efforts in the absence of the Store Manager

•Adhered to scheduled hours of work

•Other duties as needed

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•EDUCATION:

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•Pioneer Career and Technology Center Shelby, OH Media Communications Certification 2004 to 2005

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•REFERENCES:

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•Gwen Sagraves Phone: 614-***-**** Torrid LLC

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•Matt Hazlebaker Phone: 614-***-**** Restoration Hardware

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•James Freeman Phone: 209-***-****

Restoration Hardware

•Sarah Rymer Phone: 614-***-**** DISH

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Contact this candidate