Andrew Townshend Email & Phone Number

• Designed and implemented workspace changes to enhance agent tools• Audited agent tool usage and redesigned software to increase overall ticket throughput of tickets per agent per day• Improved existing agent reports and created new reports to address emerging customer ticket types and agent workflows• Strengthened ticket routing system to reduce manual agent transfers by hundreds of tickets weekly• Redesigned existing outgoing emails to improve customer experience and include company branding

• Monitored customer ticket queues to identify emerging issues and alert contact center/game studio of new software and network issues• Evaluated internal agent tools and proposed improvements to software systems to increase efficiency• Automated daily team statistics report creation, reducing processing time over 80%• Instated Oracle Service Cloud response rules which respond to hundreds of customer tickets weekly

Madison, Wisconsin Area

• Tested software for functional errors, improving user interaction and user experience• Worked closely with software engineers to implement bug fixes and usability refinements

New York, Ny

• Maintained and populated several extensive beverage industry sales databases and created quarterly market reports to identify growth opportunity for clients• Responsible for communication between clients and staff in addition to scheduling meetings and presentations• Worked directly with executive team on clients projects such as marketplace studies, internal assessments, and expert witness cases for beverage industry lawsuits• Led the pivotal research and analysis for an expert witness report resulting in our client winning a multi-billion dollar lawsuit

Madison, Wisconsin Area

• Created a statewide database of polling place surveys and analyzed results to pinpoint accessibility concerns• Determined routes and travel plans for site visits to verify grant spending and reported issues at polling places• Drafted site-visit letters detailing the findings and required actions to bring polling places into compliance• Upheld the Help America Vote Act to enable voters with disabilities to vote privately and independently

Verona, Wi

• Conducted field surveys and excavation while collecting detailed notes, GPS data and digital photographs• Prepared artifacts for analysis, cataloguing and curation• Strengthened analytical capabilities through methodical scientific inquiry• Contributed to the preservation of Native American Heritage by enforcing the provisions of NAGPRA

• Drafted over 350 architectural figures, diagrams and reconstructions for Professor Aylward's manuscripts• Proofread and edited Professor Aylward’s manuscripts to prepare them for publication

• Hand drafted and computer edited over 400 publication-ready images from field sketches• Compiled information and created a database of ceramic artifacts