Adam Howell Email & Phone Number

Worked as analyst using Python, SQL, and other tools to provide actionable data to multiple levels of the corporation.

• Advisor to the Lincoln call center helping to achieve the KPIs of the Technical Support Department. Liaison between multiple departments to improve processes, performance, and overall knowledge.
• Responsible for turning raw data into coachable materials for leadership to improve the performance of Technical Support representatives.
• Analyze data and build training content for team meetings to drive company initiatives.
• Take existing resources and create revisions and reorganizations of the information making them more user friendly for front-line representatives.
• Leading team projects to help improve quality of customer interactions on both a local and company-wide level.
• Developing and mentoring new team members.

Lincoln, NE

• Senior Data Analyst working within supply chain department, partnering with both an OEM and the Lincoln call center. Used data to determine potential trends, created feedback for interested parties to help reduce.
• Reviewed data to identify top device return drivers and worked with OEM and warehouse to help mitigate these costs by improving testing or addressing device related issues.
• Partnered with center leadership to educate representatives on best practices from the enterprise to make them successful in their customer interactions.
• Decreased the rate of devices that went back to our warehouse as no trouble found due to these partnerships, which resulted in significant savings to the company.
• Lead national call to share best practices to improve employee performance when troubleshooting device related issues, these improvements allowed us to avoid invalid returns and improve the customer experience.

Lincoln, Nebraska

• Handled inbound technical based questions from customers, which included iOS, Android, Blackberry, and Windows Mobile operating systems. Scope also included resolving network related issues through employee facing.
• Met or exceeded all performance standards during my time in-role, including attaining a self-promotion during my time in Technical Support.
• Worked as a point of contact for supervisor teams in both Customer Service and Technical support to help improve the overall performance of the center.
• Completed offline projects for my teams, including one that improved team efficiency by working with other members of my team on a one on one basis.
• Instructed new hires in the customer care department through a side-by-side mentorship program to improve their skills in technical related issues.
• Highest number of consecutive passing after-call surveys for the Lincoln call center in the 4th quarter of 2013.

Omaha, Nebraska

• Assisted Cellsite Technicians with preventative maintenance tasks; including visual inspections, generator testing, and reporting.
• Helped with running environmental tests on sites to make sure the necessary alarms are functioning and reporting properly.
• Completed inventory maintenance on sites to complete site audits.
• Worked on tagging backup generators for a new company-wide directive to prevent leaks in generator fuel lines.
• Kept company-wide databases up-to-date as tasks were completed to keep information current for all channels.

Lincoln, Nebraska Area

• Resolves customer’s issues the first time that they call in by utilizing all technical skills and resources available.
• Troubleshoot technical issues with the Tier 1 troubleshooting guides as well other resources available, finished 2010 with a.17% transfer rate to technical support.
• Peer-to-peer mentoring to help with efficiency for individuals who may struggle in that area.

Master Of Business Administration (M.B.A.), Management Information Systems, General

Bachelor’S Degree, Business Administration And Management, General

Activities and Societies: Alpha Phi Alpha Fraternity, Inc., Varsity Track and Field