Kristopher Pepper
Mercersburg,Pennsylvania
Summary
With a proven track record at Fiserv, I excel in workforce management and technical support, blending advanced data analysis with strategic time management to enhance operational efficiencies. Expert in multiple coding languages and adept at driving customer satisfaction, my approach has consistently improved service delivery and team productivity.
Overview
7
7
years of professional experience
Work History
Senior Workforce Associate
Fiserv
03.2020 - Current
- Ensured compliance with service agreements through effective call flow management.
- Implemented real time skilling strategies
- Escalate identified technical issues to IT departments.
- Reviewed assigned team tickets related to scheduled agent inquiries.
- Completed password reset requests for internal systems.
- Developed reports on employee productivity, overtime utilization, and attendance trends.
- Maintained records of employee absences, tardiness, and other time-related issues.
- Provided data-driven recommendations to management regarding staffing strategies and operational efficiencies.
- Created detailed forecasts of future labor needs based on historical trends and market conditions.
- Participated in meetings with department heads to discuss staff scheduling needs.
- Handled all schedule-related requests, including PTO, shift swaps and overtime.
Senior Technical Support Specialist
Fiserv
Hagerstown, MD
11.2017 - 03.2020
- Provided technical support for customers over the phone and via email.
- Managed user accounts, passwords, permissions, group policies. in an Active Directory environment.
- Developed and implemented strategies to improve customer satisfaction levels.
- Educated entry-level staff regarding detailed product features.
- Guided customers through online integrations with Ecommerce platforms.
- Resolved connection issues with external servers and web portals
- Monitored customer compliance with cybersecurity protocols.
Education
Bachelor's of Science - Computer Science, Communication Studies
West Virginia University
Morgantown05.2017
Skills
- Java
- Python
- C
- SQL
- Eclipse
- Git
- Bitbucket
- Windows
- Ubuntu Linux
- Mac OS
- Issue troubleshooting
- MS office
- Data collection and analysis
- Time management
- SharePoint
- Power BI
- Workforce management
- Service level agreements
- Schedule coordination
- Data analysis
Timeline
Senior Workforce Associate
Fiserv
03.2020 - Current
Senior Technical Support Specialist
Fiserv
11.2017 - 03.2020
Bachelor's of Science - Computer Science, Communication Studies
West Virginia University
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