Evaluated company KPI's for all operational functional groups, including call center and cable technical operations, identified trends and organized data to help make business decisions
Oversaw a team of twenty-five analysts and three supervisors for Customer Operations that spans across the western united states
Managed the development of key performance reports which measure the success of the business and service to its customers
Managed all communication with internal and external customers
Led projects to achieve standardization within the reporting organization creating one source of truth for seven regions; consolidating 4,000 reports to 1,200
Developed dashboards to efficiently and effectively deliver and communicate data to business partners and senior executives
Developed a clear career path for all direct reports and inspired a culture that recognizes employees and supported them in attaining their career goals
Responsible for supervising a team of three while monitoring reporting requests and data analysis including troubleshooting and quality of data. Optimized efficiency by helping the team understand the needs of the business and prioritize their work
Attained outstanding customer relations by making sound business decisions on behalf of internal/external customers and by responding promptly and accurately to inquiries. Effective in meeting escalated calls directly, thereby resolving situations efficient
Supported a two market merge by building a new reporting structure resulting in consistent reporting taking best practices from each market
Supervised a performance reporting transformation from a manual to automated process using MS SQL Server and Reporting Services allowing easy and clean reporting for all users and at the same time, increasing efficiency
Designed, developed and maintained over 100 productivity, performance, and trending reports including a high level report giving leadership a big picture of the business, region, and team performance and trending
Analyzed statistical data regarding the overall operations of the call center: completed reports summarizing activities, trends, and root cause analysis, measured staff performance, recommended improvements, and introduced new methods to support standards
Create and maintain relational databases, using multiple data sources, while automating and optimizing reporting
Forecast and budget call volume based on trends and upcoming products and services in order to assess head count
Design reports using advanced features in MS Excel and Access such as pivot tables look up reference functions and macros
Provide management with reports and performance metrics to improve employee performance and customer service
Generate automated checks and balances to ensure the accuracy of the data
This is a real resume for a Performance Management Specialist in Livermore, California with experience working for such companies as Firemans Fund Insurance, Comcast. This is one of the hundreds of Performance Management Specialist resumes available on our site for free. Use these resumes as templates to get help creating the best Performance Management Specialist resume.
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