Carl Bethea Email & Phone Number

Mooresville, NC, US

Mooresville, North Carolina, United States

• Creating new suites of reports on both phone and ticket data, including customer facing reports.
• Using Service Now, InContact, and other data sources to create a cohesive story of the service desk.
• Creating custom databases as required by managers to provide historic information.
• Learning Salesforce with an eye toward redundant usage to Service Now.
• Assisting other departments with reporting as requested.

Mooresville, North Carolina

• Manager of both the distribution and retail store warehouses.
• Manage a team of 6 warehouse personnel
• Oversee the purchasing for the distribution warehouse.
• Create custom Crystal and Excel reports on all aspects of the business.
• Maintain all incoming and outgoing data and reporting
• Developed custom EDI tools to supply customers with invoice data.

Bentonville, AR

• Initial responsibility location and return of missing hardware. Resulted in the return of over $5,000,000 worth of equipment converting the client’s data into a Microsoft Access database with custom reports.
• Hired to work the final 4 months of a contract but was retained for over 2 years due to performance.
• Chosen as number one contractor out of a pool of over 200 after only 4 months.
• Trained call center managers in the review of ACD and ticket data to analyze employee work performance.
• Owner and creator of full reporting suite for 4 primary support teams including over 100 agents.
• Creator of a full suite of Remedy and phone system reports using Microsoft Access as the primary storage and reporting tool and Microsoft Excel for additional data analyst as required.

Springdale, AR

• Responsible for the purchasing process for all wireless hardware related to the wireless business practice.
• Created custom Excel spreadsheets and Access Databases as required for tracking the business cycle.

Lowell, AR

• Manager of End User Support/Customer Call Center Management Trainer
• Full managerial responsibility for the internal help desk staff of 10 agents supporting over 3,000 end users.
• Turned around failing desk into top 1% rated desk by Gardener Group in one year.
• Chosen to facilitate the presidents group at annual planning.
• Trained all customer call center managers and assisted in ongoing operations and reporting.
• Was chosen to be the train the trainer for all new software and system rollouts across the bank group and was awarded the highest scores for any trainer in the company including the professional trainers. Was also.

Education record

Education record

Education record