Chris Unger Email & Phone Number

Tyler, Tx, Us

Tyler, Texas, United States

Tyler, Texas

Business Intelligence Functions (Phase 2):-Designed, developed, and implemented market health scorecards leveraging KPI/QoS metrics from CX, NPS, Fiscal Ops, Field Ops, Care, and Network Ops-Provided business intelligence supporting various market strategies focused on infrastructure upgrades/improvementsProject Manager Functions (Phase 1):-Escalations Management: Managed employee escalations and resulting action items driven from executive site visits-Liaison to Corporate Initiatives: Liaise with functional PMs to understand impacts from corporate projects, orchestrate needs of local markets, and develop/manage collision calendars.​-Market Engagement Project Management: PM support for region-specific or SME-specific activities where regional leaders are the primary project owner and other functional project managers are not available

Tyler, Tx

Business Intelligence focused on NOC Operational Performance for B2C and B2B universes.Analysis and reporting provided for:-Internal NOC Engineer Performance Metrics: Ticket volume & integrity Mean Time To "X" analysis outlining the life of a ticket along with fix agent responsibility/accountability-Infrastructure Performance Metrics: RCA (Root cause analysis) Repeat failure events SIP (Service improvement plans) Backbone/RF Node/Carrier Circuit & Tower (Internal & 3rd Party) volume, availability, and MTTR-SLA Performance: 3rd party credit requests based on automated ticket MTTR analysis for out of compliance vendors-Call Center Call Deflection/Containment Integration: Correlating disparate data universes to quickly identify customer issues while reducing call volumes & service visits-Executive QOS and KPI performance reporting Trended analysis focusing on corporate goal performance measures

Tyler, Texas Area

With a team of analysts under my supervision, our functions provide executive level analysis to regional/company level VP's to help drive their business. Analysis provided in the fields of operations, marketing, fiscal operations, engineering, call center and anything adhoc to help assist in day to day operations. Provided SQL based analysis in Oracle/DB2/SQL/Business Objects platforms.Additional projects:Regional Data & Business Analyst consolidation-Realignment of region's analysts-Efforts to reduce redundant reporting and better streamline existing metrics-Build depth in the team to help grow skill sets and create backfill for all areas of the businessNorthland Acquisition and Conversion-POC for our region's involvement in the acquisition of Northland Cable's properties for customer billing alignment and conversion Manpower Analysis Tool -Tool developed with primary focus on increasing in-house technician efficiencies and reduction of contractor labor costs.Competitive Analysis-Wrote scripts to analyze our internal footprint against competitors' serviceability web sites.-Reviewed churn activity to identify defectors that left us specifically for competition.Regional Report Cards-Report cards would measure and stack rank region's cities: -Sales channel activity (Techs, Front Counter, Door-to-Door)-Technical ops metrics (Repeat trouble call %'s, Outage %'s, Technician on-time %'s, etc)-Financial metrics (Capital vs Expense)Call Center Scoreboard (Texoma Sales Network)-Collaborated with 3rd party designers to create a scoreboard, which was displayed on multiple 60" TVs throughout the call center and field that would broadcast sales performance as well as create head to head games within the appropriate channels.Priority Queue Routing Reports-Call center project measuring sales team metrics (Revenue per call, Revenue per connect, Household close rates)Yearly Rate Increase and Budget Analysis

Dallas, Tx

This position would require me to pull customer lists based off of filters outlined from the marketing department. This information would then be cross tabbed against 3rd party demographic companies to associate "groups" to customers to help us more intelligently reach targeted demos. Marketing offers would then be created to offer higher price points to more affluent areas and more economical price points to less affluent. Second step to this would be to analyze offers after they expire to see what the take rates were and what targeted groups bought in the most. Trending reports were then created and maintained to produce for marketing managers for budgeting efforts.

Helped Suddenlink launch it's first telephone product. Created procedures, launch docs, and call center training support. Managed a team of 10 people who were advanced telephony support reps. Also managed reconciliation processes between Suddenlink and 3rd party switch partners. (Billing/Data/Network)

Oversaw the launch process for Suddenlink's initial high-speed data product. Created launch procedures for each of the systems (cities) launching the product. Also managed reconciliation efforts Suddenlink and 3rd party databases. Managed customer relations, IP and mac addressing info, and overall billing between the parties.

Bachelor Of Business Administration (B.B.A.), Business Administration And Management, General, 4.0

-Summa Cum Laude -Alpha Sigma Lambda

Associates, Computer Science

-Cum Laude