Brian Gamble
Surprise,AZ
Summary
Personable and dedicated Customer Service Representative with extensive experience in Telecommunication industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
16
16
years of professional experience
Work History
Workforce Real Time Analyst
Banner Health
Mesa, Arizona
02.2022 - Current
- Monitored call center metrics to ensure adherence to service level agreements.
- Supported training initiatives by sharing best practices for real-time operations.
- Recommended process improvements based on analysis of operational workflows.
- Maintained records of employee absences, tardiness, and other time-related issues.
Senior Workforce Analyst
Verizon Wireless
Chandler, AZ
02.2013 - 03.2019
- Prepared employees for assignments by establishing and conducting orientation and training programs
- Diminished obstacles and saved time, spearheading special projects through effective emergency resolution
- Liaised between employees and senior leadership to address inquiries, complete contract processing and foster problem resolution
- Developed new-hire training materials regarding all attendance and schedule matters
- Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.
- Collaborated with management to implement process improvements in workforce strategies.
- Helped management improve appraisal, counseling and performance optimization techniques to maximize workforce satisfaction and productivity
Workforce Real Time Analyst
Verizon Wireless
Chandler, AZ
01.2010 - 02.2013
- Analyzed real-time data to optimize workforce scheduling and resource allocation.
- Monitored call center metrics to ensure adherence to service level agreements.
- Provided insights on agent performance through data analysis and reporting tools.
- Supported training initiatives by sharing best practices for real-time operations.
- Coordinated resources across multiple teams to ensure that labor demands were met in a timely manner.
- Created detailed forecasts of future labor needs based on historical trends and market conditions.
Education
High School Diploma - General Education
1998
Skills
- Maintaining service levels
- Workforce management tools
- Trend forecasting
- Determining staffing needs
- Cost reductions
- Report writing
- Inbound and outbound calling
- Sales techniques
- Effective communication
- Customer relationship management
Accomplishments
- Exceeded corporate target for customer satisfaction for 2.5 years in a row.
- Transition New Hire coach Retail to Business Consultant for retail Employee of the month 2010 Techincal Support/Customer Service CRT Resource Management.
Timeline
Workforce Real Time Analyst
Banner Health
02.2022 - Current
Senior Workforce Analyst
Verizon Wireless
02.2013 - 03.2019
Workforce Real Time Analyst
Verizon Wireless
01.2010 - 02.2013