Customer Relationship Officer Sample Resume Format in Word Free Download

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James Lee Hicks

30521 E. Oklahome Place

Sifren, Minelado 85211

Phone: (310)678-5525

Mobile Phone: (303) 452-5721

Email: james.lee10@hotmail.com

OVERVIEW:  Successful analytics and business intelligence management professional with expertise in developing and providing executive level reporting and analytics  for organizations such as Sprint Nextel, Teletech, and Cricket Communications.   Adept in data extrapolation, multi-dimensional analysis, process improvement, project management and team management. 

QUALIFICATIONS - SKILLS

§   Advanced skills in the Microsoft Office Suite including MS Access and Excel

§   Intermediate Visual Basic

§   Advanced data warehouse knowledge on several different customer management systems and billing platforms

§   Oracle Answers/OBIEE Platform/ Interactive Reporting Studio

§   Advanced SQL

§   TOAD (Qwest SQL GUI)

§   Query Analyzer

§   Business Objects

§   IEX –  Real time employee monitoring system

§   MTE -  User conformance and adherence system

§   Symposium – Web and Crystal reports work force management tool

§   1Source – Employee phone based performance database

§   112 hours of training at New Horizons Computer Training for Access, Excel and SQL

§   TRIS+ - DOS based system previously used to Ensemble

§   SST- Workflow management tool

EDUCATION

1993-1998     Bachelor’s in Social Science and Secondary Education, University of Northern Colorado

 

EMPLOYMENT HISTORY

Cricket Communications (2008 to Present)

·          Customer Relationship Marketing – Operations Manager (Marketing)

§   Manager of Business Intelligence (Finance Operations – Business Intelligence)

§   Customer Relationship Marketing Analyst II (Marketing)

§   Sr. Churn Analyst (Customer Care)

Teletech (2008)

§   Business Analyst (Global Business Services)

            Sprint / Nextel – (1998 to 2008)

§   Supervisor, Retail Order Entry (National Sales Support Retail Division)

§   Supervisor, NISC Activations (National Sales Support)

§   Lead/Rep, NISC Activations (National Sales Support)

§   Business Analyst III, Customer Experience (Customer Operations)

§   Business Analyst II, Customer Support Operations (Customer Care)

§   Sr. Operations Analyst, Business Operations (National Sales Support)

§   Sr. Customized Reporting Analyst, Sales Operations (Customer Billing Services)

§   Sr. Quality, Assurance Analyst, National Quality Assurance (Quality Assurance)

ACCOUNTING – (2005 to 2009)

§   Income Tax Preparer, Delmar D. Benkendorf, Public Accountant

               

JOB RESPONSIBILITIES

CRICKET COMMUNICATIONS

§   Responsible for managing a $6 million vendor contract for customer analytics and targeted marketing to increase lifetime value (2011)

§   Provide customer trending and analytics leveraging SQL, OBIEE and various other analytical tools to executive management driving decision making (2011)

§   Track major company metrics to ensure that monthly and quarterly numbers are on track and provide guidance on increasing value (2011)

§   Manage a team of Sr. Analysts responsible for data feed creation, extensive analytical requests and tool creation (2011)

§   Developed additional analytics never before had to drive customer deflection from 5% down to 3.4% in one quarter (2011)

§   Primary business consumer of data responsible for testing and evaluating data integrity post billing integration and data warehouse reconstruction (2011)

§   Developed and trained over 800 individual users on the OBIEE reporting platform in an effort to guide the company to become self sufficient on reporting (2011)

§   Created top line reporting via dashboarding and visual design techniques to ensure executives could quickly evaluate the business and make proper decisions (2011)

§   Served as primary contact between the business and data management regarding all data inquiries (2011)

§   Initiated Database Marketing within the company for the first time conducting test and controls to increase net additions to the company to 10 percent (2010)

§   Development of test and control analysis to provide insight on pre marketing campaign launch logistics (2010)

§   Incorporated various data schemas into a single source to enhance targeted marketing campaigns leading to significant company savings in both loss mitigation as well as resource timing (2010)

§   Developed customer witness programs that would give first hand customer accounts as to what issues were being had and provide recommendations on resolutions and impacts leading to the implementation of the Save Desk and decreasing deactivations in the call centers by 5 percent (2009)

§   Created an interactive database utilizing Visual Basic to assist team members cut project times down 75% (2009)

§   Developed customer witness programs that would give first hand customer accounts as to what issues were being had and provide recommendations on resolutions and impacts (2009)

§   Evaluated numerous customer specific traits to understand the different aspects of those customers that leave the company and provided recommendations on policy and practice to prevent further deflection resulting in re-implementation of the save desk (2009)

o   One specific project assisted the company in reducing over 30% of deflections in one troubled market.

§   Became a member of the data warehouse power user group and provided impact analysis around changes that were being made (2009)

§   Created and implemented “Best in Practice” policies based on observations made through data analytics and customer witness sessions which increased save rates within the call centers and reduced call times (2008-2009)

§   Utilizing a 6 sigma/DMAIC approach, was charged with compiling data to perform a first ever glance at the overall customer experience (2008)

TELETECH

§   Project managed international groups in South Africa, the Philippines and the United Kingdom during implementation of new project build outs for customer care centers  (2008)

§   Implemented a project management tracking system to ensure timely implementation and executive management updates (2008)

§   Point of Contact for the Tandberg video conferencing system which enabled the company to conference in real time and save hundreds of thousands of dollars in travel expense (2008)

           

SPRINT / NEXTEL

• Review performance enablement projects put forth and follow up to ensure that the plans are meeting the objectives and goals (2006-2008)
• Project manage multiple customer care impacting projects which have financial as well as headcount impacts to the organization ensuring feasibility and structure is at its highest (2006-2008)
• Review current trending of all inbound calls into the customer care group to see if there are alternate plans that can be made to deflect calls and increase overall customer satisfaction (2006-2008)
• Develop high-level executive management presentations to display the performance of the organizations processes and finances on a monthly, quarterly and yearly basis (2005-2008)
• Conduct interviews with individual departments to view opportunities with regard to reporting.  Take the data obtained and develop tools to manage workflow and provide reporting to management and increase departmental efficiencies (2007)
• Develop customized databases for high level, high dollar customers to assist in obtaining data from the CD with a couple of steps and creating monthly reporting as needed on their end (2006)

§   Conducted trainings with account teams and customer to assist them with understanding our specialized billing products (2006)

• Run quarterly scripts that would ensure that all corporate accounts were within CPNI and Sarbanes Oxley guidelines (2006)
• Tasked with managing the reporting functions of National Sales Support from the aspect   of ensuring all deliverables committed to are met as well as organize and engage meetings to accomplish all goals (2006)

§   Worked closely with the Order Entry department to assist them in understanding areas of need as well as areas of strength.  Once the areas of need were identified, I was then able to suggest improvement opportunities (2005)

• Responsible for a team of 35 individuals, including two team leads to achieve daily, weekly and monthly activation goals (2002-2004)
• Provide monthly performance evaluations to all team members to assist in development and career pathing (2002-2004)
• Conducted interviews of new hires as well as lead positions within the organization (2002-2004)
• Worked hand in hand with the Work Force Management group with scheduling as needed on a quarterly basis.  (2004)
• Instrumental in improving the overall service level of the group from a 70% to a 95%. (2004)
• Responsible for reporting overall call volume, adherence levels and various call statistics to direct and upper management (2004)
• Mentored individuals in both a career development roll as well as coached to ensure daily and monthly numbers were achieved (2003)

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