Calvin D. Holman
Mansfield,TX
Summary
13 Years of Dialer/Business analyst experience utilizing various programs including MySQL workbench, Contact CX, Unified IP , ALM, Zipwire, Genesys, IEX Total view, I4, and I3. Valuable project management experience while helping with the configuration of ASPECT, PEGA, and Genesys phone system launches. Excellent communicator with the ability to present and explain information to diverse groups and stakeholders. Managed automatic dialer for multiple teams across business units ensuring maximum efficiency and productivity. Extensive experience working with internal customers helping fulfill the needs of the business and ensuring customer approval. Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills. Seasoned Business Analyst offering 10 years of automotive industry success. Expert on business and systems requirements, user acceptance testing and end-user training. Accomplished at leveraging past lessons to inform future decision-making.
Overview
12
12
years of professional experience
Work History
Dialer/Business Analyst
Mercedes Benz Financial Services
06.2015 - Current
- Intimately involved in project launches and able to provide integral insight to functionality and efficiency
- Management, administration, real-time monitoring and adjustment of dialer inbound queues, agent availability, agent skill sets, and outbound dialer campaign results
- Create and manage predictive outbound dialing services for collection department with respect to applications, priorities, import/export raw files, data manipulation, dial orders, call data definitions, disposition plans, schedules, and time zone groups
- Perform continuous in depth analysis on results and provide strategic solutions to improve performance
- Able to produce, analyze, and explain reporting to stakeholders in clear fashion
- Interact with internal customers to understand business needs and translate into requirements and project scope.
- Collaborate with stakeholders to define project objectives and criteria.
- Collaborate with stakeholders to identify business needs and data sources
- Produce approximately 30 Ad-hoc/Pre-designed reports daily.
Dialer Administrator
Exeter Finance Inc
10.2014 - 06.2015
- Executed dialer strategy for multiple teams, across multiple sites, ensuring business needs were met
- Responsible for development, generation, analysis, and distribution of reporting
- Identifying trends; making subsequent recommendations for actions taken.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Connected callers with appropriate professional, department, or business.
- Supported customers by managing 30,000 calls per day efficiently while maintaining professionalism and upbeat tone
Dialer Administrator
The CMI Group, INC
12.2011 - 10.2014
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Connected callers with appropriate professional, department, or business.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Properly directed inbound calls in phone queues to improve call flow by 25%
Education
B.A. - Business Administration, Marketing
Morehouse College
Atlanta, GA05.2006
Skills
- Strong SQL skills used to research, analyze, and interpret data
- Strong Microsoft Excel and Access skills, Analyzing data, Macros, Pivot Tables and charts, formulas, etc
- Strong leadership ability supplemented by high moral and ethical standards
- Exceptional interpersonal skills used to foster relationships with stakeholders spanning wide variety of backgrounds and experience
- Analytical approach allowing consideration of different perspectives before determining correct course of action given situation
- System Integration Testing
- Self-Motivated
Timeline
Dialer/Business Analyst
Mercedes Benz Financial Services
06.2015 - Current
Dialer Administrator
Exeter Finance Inc
10.2014 - 06.2015
Dialer Administrator
The CMI Group, INC
12.2011 - 10.2014
B.A. - Business Administration, Marketing
Morehouse College
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