Brian Ceputran Email & Phone Number

Berwyn, Il, Us

-Manage and coach a small team of analysts with the purpose of driving reporting alignment, automation, and data integrity across the contact center-Oversee direction of reporting to ensure long-term success of a 600+ representative contact center from an operations analytics perspective. Work closely with managers and directors, ensuring they have the right insights to be successful.-Use SQL and Microstrategy to build dashboards supporting 5 brands and 16 different departments

-Formed a new team with the purpose of driving reporting alignment, automation, and data integrity across the contact center. Rolled out the vision of the team to relevant stakeholders. Onboarded and trained two team members.-Drove the development and alignment of production data across departments and products. Took manual, disparate production reporting and created cohesive automated dashboards using SQL and Microstrategy.-Built automation tools using VBA for two different teams, reducing the staffing needs of one in half and reducing errors by 90% for the other.

-Automated manual aspects of my previous position through VBA.-Wrote SQL queries and provided analysis to support changes in the contact center such as hours of operations, bonus plans, and staffing needs.

-Created and analyzed trending data to help determine directions for different initiatives.-Automated and improved processes to increase efficiency throughout the call center. Wrote VBA to automatically send escalated emails from QA scorecards, saving 4 minutes per escalated call.

-Developed a new reporting structure from the ground up to analyze the quality performance of over 600 call center representatives and managers.-Utilized VBA coding and Excel formulas to create coaching tools for Managers.

Bachelor Of Science (Bs), Economics

Bachelor Of Science (Bs), Business Mgmt & Admin - Human Resources