David Harring, Jr. Email & Phone Number

Fredericksburg, Va, Us

United States

Richmond, Virginia, United States

Fredericksburg, Virginia, United States

Fredericksburg

Operations Analyst 08/2005 – PresentImproved operations, developed technical solutions, and facilitated weekly planning meetings with the leadership of the business and financial software company.• Lowered LDR inbound team abandonment rate 80%+ (from 5+ to <1) by reviewing schedules, identify gaps, analyzing incoming call patterns, and streamlined schedule assignment processes.• Scheduled agents across groups/time zones/geographies using eWorkforce Management, tested schedule scenarios, assessed effectiveness, and made recommendations for improvement.• Partnered with scheduling team members to administer Aspect eWFM and served as Subject Matter Expert (SME) on eWFM/RTA/Empower for the workforce management team.• Reviewed staffing coverage and recommended processes to minimize resource requirements.• Created reporting utilities, management reports, spreadsheet models, and ad-hoc queries to support business analysis and developed real-time and historical reporting in ININ and Amazon Connect.• Managed agents/workgroups in ININ/Amazon Connect, closed phone lines, monitored/observed agent calls, and provided management with call trends and recommendations on scheduling.• Manager on duty.• Delivered global/US site downtime reporting to senior leadership by creating reporting and automated notification leveraging QuickBase, collaborating with peers on the layout design, conducting testing, and deploying solutions.• Troubleshoot error messages and triaged issues with engineers.• Assisted with new hire and vendor partner agent/manager on/off-boarding within the system.

Fredericksburg, Virginia, United States

Project Specialist 08/2004 – 08/2005Facilitated training and customer support projects advancing from phone support agent to a Project Specialist role.• Developed agent training for Intuit’s new EasyAcct product and supported go-live launch by researching the product and target customers, built out training and call flow, developed training decks, and worked with Marketing and other teams to ensure knowledgeable agents were prepared for every scenario.• Developed and delivered product offering to sales channel.• Created training materials for product launches and trained agents on new products and updates.• Built reports for new product lines.

Fredericksburg, Virginia, United States

Provided training and guidance to associates through weekly meetings, monthly assessments, and daily mentoringProvided floor support to ensure all expectations were being metAccurately maintain associate files and foldersAssisted in associate growth and development by providing guidance with short and long term goals, providing monthly assessment plans, and by engaging in mentoring sessionsCoached associates by giving praise for achieved milestones, discussing any areas that are in need of improvement, goal setting, holding associates accountable, and engaging in fierce conversationsAssembled support teams conforming to company and departmental needsProvide the engineers with the top 5 call drivers to improve the overall customer experience. Put together a test team any time updates are being done to the site. Provide out test cases based on the recent upgrades, and the results of those cases.