Keith Dilley
Decatur,IN
Summary
Knowledgeable Statistician with 35 years of progressive experience analyzing data in Financial, Relocation, Transportation and Restaurant settings. Adept in conducting sampling and validation using Good Clinical Practices. Offering broad understanding of statistical concepts and models with expertise in MS Office applications. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
34
34
years of professional experience
Work History
Call Center Statistician/Specialist, Business Analysis
Lincoln Financial Group
2008.09 - Current
- Manage/support a team of agents that process and serve incoming and outbound customer calls
- Develop ad hoc software applications increasing efficiency of daily operations utilizing MS Access and MS Excel
- Developing reports for Call Center assessing agent statistics and customer call demographics
- Automate web browsers and error prone business processes
- Extensive Knowledge in applications which include Access, Excel, Total View IEX, Avaya CMS, Visual Basic and Pascal
- Optimize data management systems to ensure accurate storage, retrieval, and reporting of statistical information
- Perform data cleaning and data preparation to support high-quality data and catch errors before processing
- Develop user-friendly dashboards for real-time monitoring of key performance metrics, facilitating informed decision-making across departments
- Collaborate with cross-functional teams to identify key performance indicators and establish benchmarks for success
- Coordinated statistical activities for 75 projects, updating data dictionaries and coding guides.
Call Center Team Leader
Sirva, International
2007.03 - 2008.09
- Supported team of 20 agents that process and serve incoming and outbound customer calls.
- Requested team member feedback regarding existing operations and analyzed findings to improve policies and procedures.
- Responsible for training and providing performance appraisals of agents.
- Responsible for office payroll, and submitting, processing, and evaluating QA/QI reports.
- Collaborated with other departments to resolve complex customer issues, ensuring overall company success and client satisfaction.
- Partnered with management on strategic initiatives aimed at enhancing overall business effectiveness through improved customer engagement and team performance.
Admin/Operations Supervisor
United Airlines
1995.08 - 2006.09
- Managed team of 100 agents that maintained optimum productivity in sales and customer relations in high-volume airline call center
- Reported to Director of Reservations and Customer Bag Desk
- Experienced in union discipline hearings
- Negotiated local agreements between union and company
- Provided employee performance counseling and education through assessments and feedback
- Administered Family Leave
- Responsible for local LAN, telephony, hardware and software
- Directed office closure and assisted with employee transitions
- Extensive knowledge in applications which include Access, Excel, Workforce Management/TCS software, Word, Visual Basic, and Pascal
- Local liaison for vendors and initiated employee incentives
- Developed and maintained annual local office budget.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Motivated and trained employees to maximize team productivity.
- Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
- Coordinated emergency response plans in times of crisis situations or natural disasters affecting company operations.
Assistant Manager
Burger King
1990.06 - 1993.04
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained clean, safe, and organized store environment to enhance customer experience.
- Developed strong working relationships with 30 crew members, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stock outs while reducing overhead costs.
Education
Some College (No Degree) - Computer And Information Sciences, Mathematics
Indiana University Bloomington
Bloomington, INSkills
- Statistical Analysis
- Multivariate Analysis
- Statistical software
- Statistical modeling
- Software Programming
- Team Management
- Escalation Handling
- Workforce Planning
- Operations Management
- Performance monitoring
- Staff Supervision
- Task Delegation
Timeline
Call Center Statistician/Specialist, Business Analysis
Lincoln Financial Group
2008.09 - Current
Call Center Team Leader
Sirva, International
2007.03 - 2008.09
Admin/Operations Supervisor
United Airlines
1995.08 - 2006.09
Assistant Manager
Burger King
1990.06 - 1993.04
Some College (No Degree) - Computer And Information Sciences, Mathematics
Indiana University Bloomington
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