Summary
Overview
Work History
Education
Skills
Certification
Software
Timeline
Generic

Gavin Beck

South Whitley,IN

Summary

Dynamic and results-oriented professional with a proven track record in Oracle C2M system implementation, testing, and training development. I also Possess a strong background in analyzing complex data sets, creating visualizations, and developing actionable recommendations to improve operational efficiency and drive strategic initiatives. Proficient in statistical analysis, data modeling, and data mining techniques. Collaborative team player with excellent communication skills and a dedication to accuracy and attention to detail. Ready to leverage my expertise to contribute to the success of any organization that gives me the opportunity through data-driven decision-making.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Oracle C2M Training Developer

Philly Gas Works
02.2024 - Current
  • Developed comprehensive training materials for the implementation of the Oracle C2M computer system.
  • Conducted training sessions for project stakeholders, ensuring thorough understanding and proficiency in system usage.
  • Acted as a subject matter expert, providing in-depth knowledge of the Oracle C2M system to project team members.
  • Collaborated with project managers and stakeholders to identify training needs and tailor materials accordingly.
  • Contributed to the successful implementation of the C2M system by ensuring users were proficient and confident in utilizing its functionalities.

Performance Assurance Analyst

Citizens Energy Group
01.2021 - 02.2024
  • Create, maintain, and analyze data using Oracle SQL and T-SQL to make observations about workforce management, financial analytics, CSAT, and system performance across the Utility.
  • Presented data regularly with effective communication and visualizations to end users and stakeholders to identify trends and provide root cause analysis.
  • Developed and maintained dashboards using Microsoft Power BI and Oracle BIP to get key information across to executive members of the company.
  • Using Microsoft Azure, created data pipelines to build a data lake to allow for a connected data model and automated refreshing on an enterprise gateway.
  • Maintained a Customer Service scorecard within Excel. This used advanced formulas to tabulate scores for a CSR across multiple data points and rank them based on the queue they were in, and the weighted score given per data point.
  • Forecasted for number of calls the contact center would receive. Then, with Erlang C, determine the number of CSRs required and schedule them.
  • Create testing documentation for enhancements and bug fixes for the CIS C2M.
  • Developed standard operating procedure documentation around daily work within C2M.
  • Create and maintain training documentation for reports within C2M, billing procedures, and customer service guidance.
  • Developed and maintained training material for C2M continually through the life of the product.

Customer Service Representative

Citizens Energy Group
09.2020 - 01.2021


  • Answered calls in a friendly and confident manner.
  •  Found solutions to customer issues. Wouldn't stop until the customer was well taken care of.
  • Requested and worked on project work in between calls.
  • High understanding of C2M navigation for efficient movement to allow customers to get off the phone at a quicker pace.
  • Worked with the training team to better develop training material for contact center employees.
  • Continually ranked highest among other CSRs in performance, including customer surveys.
  • During the implementation of C2M, developed and maintained training material

Education

Bachelor's - Information Technology

Western Governors University

High School Diploma -

Premier High School of South Irving
05-2019

Skills

  • Customer Satisfaction
  • Customer Service
  • Documentation Development
  • Analysis
  • Problem-Solving

Certification

Learn SQL Course Codeacademy https://www.codecademy.com/profiles/beckgav000/certificates/042a4e5884e3eb6ea1f2a12be6abb851 February 2024


Data Data Everywhere Google https://www.coursera.org/account/accomplishments/verify/ULSP969QHKE3 July 2023

Software

Microsoft Excel
C2M
Oracle SQL
Microsoft Azure
CallMiner
Microsoft Visual Studio Code
Microsoft Power BI
Oracle BIP

Timeline

Oracle C2M Training Developer

Philly Gas Works
02.2024 - Current

Performance Assurance Analyst

Citizens Energy Group
01.2021 - 02.2024

Customer Service Representative

Citizens Energy Group
09.2020 - 01.2021

Bachelor's - Information Technology

Western Governors University

High School Diploma -

Premier High School of South Irving

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