Summary
Overview
Work History
Education
Skills
Accomplishments
Groups Organizations
Affiliations
Certification
References
Timeline
Generic

Kevin Szugye

Draper,UT

Summary

To successfully advance my career with a rewarding and challenging position. A position that gives me the responsibilities and opportunities to gain experience within a team. To utilize my skills to enhance the performance and results of an organization. Motivated and results-driven Operations Analyst with proven track record in data analytics and process optimization. Identify business needs and develop valuable solutions to drive accuracy and process efficiency. Drive business effectiveness through recommendations based on data findings.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Lead Operations Analyst

01.2019 - Current
  • I currently am managing projects as the product owner from the initial stages of development to completion utilizing Jira by creating Features and Stories following the Safe model for PI Planning
  • I am responsible but not limited to being the single point of contact for various legacy applications.

Supervisor Repair

01.2015 - 01.2019
  • Was responsible for several direct reporting repair service attendants in our consumer technical support organization
  • Performed daily and monthly tasks of driving results through modifying behaviors to reach monthly targeted goals
  • Ensured employees understood their daily and monthly tasks
  • Monitored productivity and provided constructive feedback and coaching
  • Maintain personal records
  • Prepare and submit performance reports.

Call Quality Assurance Specialist 1

01.2014 - 01.2015
  • Perform daily evaluations on call center agents using Qfiniti where I would listen to agents call and then provide both positive and constructive feedback on all aspects of the call either by having a one-on-one session or through email
  • I host training sessions for agents on call efficiency and CTS call quality guidelines
  • I conduct calibration sessions with team leads coaches and peers
  • I work with share point updating our agents’ evaluation and training records.

Credit Financial Consultant

01.2009 - 01.2014
  • Worked with customers on billing related questions, interacted with customers with making payments, restoring services from interruption
  • Selling products to customers, working with mosiax system performing outbound jobs
  • Following up with customers ensuring arrangements are met.

Wireless repair attendant

01.2007 - 01.2009
  • Worked with customers on cell phone repair issues
  • Reprogramming handsets, troubleshooting internet access and features
  • Activating and deactivating handsets
  • Worked closely with Sprint Inc systems
  • Handled Executive escalations with customer to resolve service needs.

Security response center

01.2005 - 01.2007
  • Worked with law enforcement, homeland security and 911 operators in response to a variety of regional community issues
  • Performed last incoming call check using the NMA system
  • Performed trap and traces on lines to assist with hostage negotiations
  • Performed AMA dumps to assist with bomb threats, runaways and national threats.

Repair/screening consultant

01.1998 - 01.2005
  • Worked pots repair, small and large business screening
  • Analyzed and performed troubleshooting on technical problems
  • Tested loop utilizing mechanized testing system
  • Worked with many other departments to facilitate completion of service orders
  • Interpretation of customer records.

Operations specialist

USS Duluth LPD 6
01.1993 - 01.1997
  • Ocean navigation
  • Radar tracking, worked with encrypted material
  • Interacted with various levels of officers to complete tasks inside and outside of department.

Education

Some College (No Degree) -

University of Phoenix
Tempe, AZ

Skills

  • Strong leader, collaborative, highly effective analytical person
  • Excellent written and verbal communications
  • 25 years of customer service experience
  • 4 Years of military leadership
  • Strong analytical skills
  • Dedicated team builder
  • Project manager
  • Energetic, dependable, focus and result driven
  • Forecasting Skills
  • Trend Modeling
  • Process Updates
  • Reporting Abilities
  • Reporting Skills
  • Data Analysis
  • Cross-Functional Teamwork
  • Root Cause Analysis
  • Statistical Analysis
  • Unix/Linux Environments
  • Microsoft Excel
  • Microsoft SharePoint
  • Microsoft Access
  • System Testing
  • Microsoft PowerPoint
  • Project Management

Accomplishments

  • Honorable discharge
  • Third class petty officer.
  • Received national defense, Armed forces expeditionary, sea services medal
  • National battle efficiency award twice

Groups Organizations

  • Alta high school 1993
  • University of phoenix, General Education 2005-2007
  • Operations A school 1994
  • Diversity training 2001

Affiliations

  • Coached a 14u traveling super league baseball team to a 31-4 record while winning 4 tournaments.

Certification

  • Lean Yellow belt certified

References

References available upon request.

Timeline

Lead Operations Analyst

01.2019 - Current

Supervisor Repair

01.2015 - 01.2019

Call Quality Assurance Specialist 1

01.2014 - 01.2015

Credit Financial Consultant

01.2009 - 01.2014

Wireless repair attendant

01.2007 - 01.2009

Security response center

01.2005 - 01.2007

Repair/screening consultant

01.1998 - 01.2005

Operations specialist

USS Duluth LPD 6
01.1993 - 01.1997

Some College (No Degree) -

University of Phoenix

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Kevin Szugye