Bryon Merrill Email & Phone Number

Meridian, Id

Meridian, Id

Boise, Idaho Area

Boise, Idaho Area

I manage staffing for 150 agent call center. Analyze attrition, call metrics and seasonal call forecast in order to determine the correct staffing level for the business. Coordinate the hiring of new agents for our business. Analyze Operational Expenses (OPEX) and plan for the efficient spending of $14M budget. Reconcile OPEX spend with store finance department monthly, quarterly and annually and report to management on results. Participate in the annual store planning process to set Revenue and OPEX goals and work throughout the year toward their accomplishment. Provide financial flash for the consumer and small business operationsProvide operational reporting at team and agent levelPlan staffing needs of the businessSaved $50K + of incremental spend through analysis which let to actions to change call delivery to our outsourcer

Boise, Idaho Area

Responsible for the operational reporting related to agent staffing and call data for the business. Created automated reporting that provides operational metrics at an agent level in order to monitor their efficiency and overall performance. Provided valuable analysis of center operational metrics and perspective to management in order for them to make business critical decisions regarding how the business should adjust to be more efficient and profitable.

Boise, Idaho Area

IRIS Team Rotational Position (3 years) - Team Lead to take pilot program to full production. Assisted in new agent training. Worked with Business/Metrics Analysts to develop business reports and provided analysis for agent quota planning. Created reports using Salesforce to identify areas to improve work efficiency. Created and documented many of the policies and procedures for the team. Received "MVP Certificate of Excellence". As a sales architect (2.5 years) - I have been able to hit sales targets through relationship selling. I contribute to others success through mentoring and offering product/sales support to my team. Recipient of organizational sales awards for selling excellence and revenue performance across different lines of business. Participated in Stephen Dewitt January All Employee Meeting.WFM Scheduler Rotational Position (1 year) - Responsible for Intra-day scheduling activities for 150 call center agents. Managed call routing between local and outsourced site. Managed agent schedules to successfully meet specified occupancy and abandon rate goals. Maintained and updated existing operational metrics reports for the business. Provided ad-hoc reporting for management team. Developed reports which contrast call metrics and finance data.

Boise, Idaho Area

Integrated a new CRM/point-of-sale system (businessmind) and to manage the IT assets of the company. Worked with point-of-sale system and its vendor to manage this project onsite and to migrate from old Point-of-sales system to new businessmind product. Successfully provided technical solutions to meet business needs. Created SQL queries to create managerial reporting which assisted managers in making informed business decisions about business performance, records verification through the migration process and to prepare for promotional events. Trained users in the use of the new point-of-sale system and various Microsoft programs. Installed and maintained technology and communication equipment for the business.

Aerotechnology

Activities and Societies: Society of Aviation Maintenance Professionals

Bachelor Of Science, Information Technology