B.H. Galvan Email & Phone Number

Austin, TX, US

Austin, Texas Area

Provided variable compensation solutions using Callidus products, led internal teams and coordinated with external teams to meet customer goals and deliverables.Administrated compensation schedules and trained internal team members on multiple customers. Gathered requirements for and implemented plan changes while coordinating with internal and external.

Austin, Texas Metropolitan Area

CPR InstructorBLS Instructor AHAHeartsaver Instructor AHAFirst Aid Instructor AHA

Round Rock, Texas, United States

• Provided root cause analysis on a variety of call center metrics, generated reports and provided data on an ad hoc basis to project managers, process engineers and executive review teams.
• Managed SQL database used for project test results formulating all reports for the project.
• Provided analyst support for Consumer Services Deployment Team establishing baseline metrics for pilot projects and creating score cards to measure project success for customer experience improvement programs.
• Selected to go to Panama to launch global analyst team, coordinating U.S., and Panama groups to establish consistency of operations and data interpretation; received customer service award for this effort.
• Provided root cause analysis for soft and hard contacts to enable changes to technical support policy, agent behavior and product quality issues improving customer service scores by 15% and cutting warranty support.
• Identified root cause of repeat contacts leading to creation of projects to reduce repeat contacts from 35% to 15%