MARK JIACIK

• Carry out analyses for Workforce Management statistics and call center agents, evaluating results to determine needs and opportunities for improvement using Nice IEX, Nice UserHub, InContact
• Analyze MoneyGram International's call center statistics, converting CCPulse to Excel format using pivots and charts for presentation, applying in-depth Excel knowledge
• Identified solutions after call center analysis, presenting findings to senior leadership and stakeholders
• Managed Ad-Hoc Reporting from multiple systems including GAD/CC Pulse, InContact, NICE IEX, Service Works, and Nice CXone
• On-boarding, adjusting skills and language proficiencies and priorities in Nice UserHub software to class sizes of over 30
• IEX management, on-boarding, off-boarding, and all adjustments
• Company on-boarding, Beeline, and IDIQ systems to over 250 vendor agents

• Managed Ad-Hoc Reporting from multiple systems including Cognos, Oracle BI Discoverer, Intradiem, Tableau, SQL queries Nexidia, and Qfinity
• Developed and implemented effective training to increase team productivity and efficiency in compliance with organizational policies and procedures
• Conducted observations of on-line agents, coaching to maximize performance effectively
• Carried out analyses for call center statistics and call center training numbers, evaluating results to determine needs and opportunities for improvement.

• Managed Ad-Hoc Reporting from multiple systems including Cognos, Oracle BI Discoverer, Intradiem, Tableau, SQL queries Nexidia, and Qfinity
• Developed and implemented effective training to increase team productivity and efficiency in compliance with organizational policies and procedures certified for Corporate Training for all CSR's and TSR
• Conducted over 100 observations monthly of on-line agents, coaching to maximize performance effectively.
• Carried out analyses and supervision for call center statistics and call center training numbers, evaluating results to determine needs and opportunities for improvement.