Damon Whitfield Email & Phone Number

Columbus, Ohio, United States

• Responsible for developing reports, interpreting data, analyze results using statistical techniques and provide ongoing reporting• Knowledgeable in Workforce tools Aspect, CMS, ICBM and Interaction Administrator • Knowledgeable in using data analytics tool and languages DAX, M code, SQL and Power BI• Responsible for maintaining skill to license for contact center representatives insuring that changes are accurate and efficient• Develop ad-hoc reports for management to track special projects that provide actionable insight to there viability• Created dashboards in Power BI for in-depth analysis of KPI's and managing site attrition metrics• Developed solutions to defined tasks, problems and projects using specialized foundational knowledge

Columbus, Ohio Area

Assisting customers with their day to day banking needs and offering solutions to complex financial problems. Handling customer inquiries, complaints and billing questions for problem resolution and design best-option solutions. • Assess and mitigate risk through fraud prevention technics and insuring adherence to contact center policies and procedures. • Deliver outstanding customer service, exceed expectation and build long-term loyalty through effective use of the CARES model.• Assist customers with understanding the services and products that PNC offers that make managing their finances easier.• Document customer concerns and complete service requests to minimize customer effort for additional action.• Advance online banking resolution and escalation skills utilizing Cash Edge, Partner Care and Terminal emulator to help customers with their banking needs.

Columbus, Ohio Area

Managed metrics and client obligations for multi-channel fast pace business with 300+ employees and 10 partner locations. Provided business solutions / recommendations to solve complex performance challenges and influence business decisions through analyzing data and communicating results in daily meetings with business owners.• Innovated process tracking using complex Excel formulas that improved customer experience and helped the WFM team adapt to change efficiently and effectively.• Increased decision making process by gathering data from multiple sources putting key factors into bi-hourly reporting.• Provided direction through analyzing trends and mapping out routing strategies leading team through shift in operations.• Allocated resources and developed skilling strategies that maximized performance and efficiency.• Forecasted and developed production plans utilizing short and long-term data from financial reports.• Facilitated communication when issues arise keeping management up-to-date until conclusion.

Westerville, Oh

De-escalated customer issues utilizing active listen and multitask skills to resolve customer issues within the first call. Knowledgeable resource on over 30 products in support of retention associates. • Maintain high quality standards in line with company best practices model.• MAGIC trained and certified.• Ensured that discounts are applied correctly, and credits are entered in a timely manner.• Worked with management team to insure customers loyalty and satisfaction.

Mansfield/Columbus, Ohio Area

Developed and trained 30+ sales and customer service sale advocates for programs ranging from non-profit to major telecommunication campaigns. Managed team of 20+ sales and customer service advocates.• Named Team of the Month 12 times between 2005 and 2006 accomplished by coaching, nurturing, and stretching to reach beyond individuals’ comfort zone in maximizing personal / professional excellence.• Accepted promotion to Call Center Supervisor extending knowledge of contact center management.• Implemented improvement plans that enhanced advocates’ strengths and motivated team to success.• Trained and led team in achieving best call center performance out of 4 contact centers for Fortune 500 partner.• Solved complex system problems in ICOMS billing and servicing system by utilizing creative thinking and being subject expert.• Identified areas of opportunity that facilitated client goal achievement and enhanced processes through understanding trends and communicating areas of improvement to management.

Smithville, Ohio Area

Provided comprehensive and individualized health care and rehabilitation services that promoted functional status and independence for 13 mentally impaired adults.• Provided successful community and supportive living options to individuals with all types of disabilities by focusing on symptom management and increasing, improving, or recovering independent living and coping skills.• Planned activities that required skills useful in community living, job training and development building. • Understood behavioral patterns of each individual relaying anything out of ordinary to management. Please contact me at Damon.whitfield@rocketmail.com

Diploma, College Prep

Among working to put myself in a good position to go to college and continue my education I also played football, wrestled and ran track.

B.A., African American Studies

I worked on my education, played football, worked full time and was involved a youth and cultural promotion program.