Tim Lewis
Burlington,VT
Summary
Dynamic workforce planner with proven expertise at Gardener's Supply Company in optimizing schedules and enhancing call center performance. Skilled in data analysis and problem-solving, I effectively managed real-time call traffic, resulting in improved service levels and increased customer loyalty. Committed to teamwork and maintaining high standards in a fast-paced environment.
Overview
23
23
years of professional experience
Work History
Workforce Planner/Reports Administrator
Gardener's Supply Company
06.2021 - 08.2025
- Prepared and maintained reports, and kept historical data to evaluate where we are and guide future decisions.
- Optimized schedules in the moment to achieve our contact center goals.
- Managed real-time inbound call traffic to efficiently manage customer contacts.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
Customer Service Representative/Backup Planner and
Gardener's Supply Company
07.2009 - 06.2021
- Managed high-stress situations effectively, maintaining professionalism and grace under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers with phone calls, e-mails and online chats.
Basic Contact Center Report Generator
Gardener's Supply Company
05.2002 - 07.2009
- Self-motivated, with a strong sense of personal responsibility.
- Reported the statistics for all contact center employees to management in an organized easy to read format.
- Assisted management with ad hoc reports as needed
Education
Associate of Science - Accounting/Data Processing
Champlain College
Burlington, VT05-1986
Skills
- Scheduling optimization
- Workforce analytics
- Microsoft Excel
- Data analysis
- Workforce management
- Maintaining service levels
- Determining staffing needs
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Resolving issues
Host of a weekly radio show highlighting Vermont musicians with some live studio performances
Every Thursday from 9-11pm Eastern I host a Vermont local music radio show on WBKM.ORG. I source all the music and optimize the running order of the songs. I sometimes have bands play live in the studio and coordinate the schedule with the studio engineer.
Timeline
Workforce Planner/Reports Administrator
Gardener's Supply Company
06.2021 - 08.2025
Customer Service Representative/Backup Planner and
Gardener's Supply Company
07.2009 - 06.2021
Basic Contact Center Report Generator
Gardener's Supply Company
05.2002 - 07.2009
Associate of Science - Accounting/Data Processing
Champlain College
Similar Profiles
Betsy CombsBetsy Combs
Sales and Service Representative I and II at Gardener's Supply CompanySales and Service Representative I and II at Gardener's Supply Company
David FaxonDavid Faxon
Director/Editor at Gardener's Supply CompanyDirector/Editor at Gardener's Supply Company
Robert AshtonRobert Ashton
Director; Fulfillment and Logistics at America's Gardening Resource/Gardener's SupplyDirector; Fulfillment and Logistics at America's Gardening Resource/Gardener's Supply
Madelyn KaradimasMadelyn Karadimas
FOH Employee at Halvorson's Upstreet CafeFOH Employee at Halvorson's Upstreet Cafe
Conner SpenceConner Spence
Camp Counselor at Camp DownerCamp Counselor at Camp Downer