Eric Gueller Email & Phone Number

-Perform descriptive and statistical analysis to identify trends, anomalies and patterns in the business. Present findings and work with leaders in the business areas to implement necessary improvements-Create analysis reports for operational and sales functions enabling the decision-making process of the business.

Greater Milwaukee Area

-Time-series forecasting for call center and back office teams. Developed collaborative relationships with business partners to better understand and improve staffing and operations, creating net promoters of these leaders-Created a broad range of new reports for various business partners. Reports were created using SQL and Power BI, resulting in improved speed, automation and quality of reporting and substantial savings in operational expenses-Conceived of and developed new forecasting methodology by analyzing historical occurrence rates of types of work. This method was then implemented for other teams-Suggested improvements to reports that resulted in changes/additions to enterprise-level reports

Greater Chicago Area

-Responsible for management of Vivid Seats operations center, consisting of 250-300 employees, including Sales, Customer Service, Email, Chat, Quality Assurance and Training teams, with department managers reporting to me-Developed workforce staffing plan for Operations Center using regression, Erlang and Excel Solver modeling. Workforce plan accounts for company growth, seasonality and movement at the Operations Center-Improved inbound Sales team revenue by an anticipated $300,000+ dollars in 2017 by analyzing call types and determining optimal staffing and call-routing strategies to maximize revenue-Increased efficiency of Customer Service team, resulting in a need of ~10 fewer agents in 2017. Estimated savings of about $350,000. Results were achieved through a combination of call-routing improvements and changes to outbound call strategy

Greater Chicago Area

-Implemented JIRA and Agile project management methodology to identify and initiate projects for the improvement of the call center-Analyzed FedEx signature requirements for Vivid Seats. Suggested changes saved company $200,000 per year-Led 3-month project for the implementation of a Customer Service Knowledge Base-Launched bi-monthly Employee Satisfaction Survey for entire call center

Greater Chicago Area

-Led nation-wide customer service chat program for StubHub, consisting of over 100 employees. Responsible for overall performance of program. Developed and managed strategic plan, budget, schedule forecasting, metrics, employee hiring, as well as new-hire and on-going training. -Launched new scheduling platform for entire department. Saved department 10% in labor cost-Created and wrote employee handbook for program-Collaborated with StubHub's Training, WFM and Customer Service management teams-Created new role for top performers, leading to improved performance without drop-off in quality-Served as key project manager during launch. Oversaw all aspects of preparation and execution

Greater Chicago Area

-Oversaw operations and managed P&L for the Midwest region which covered over 500 events per year, consisting of NFL, NBA, NCAA and various concert and theater events -Oversaw Account Management for StubHub’s largest clients in the Midwest. Responsible for managing and building customer relationships and expectations. Ensured each client was managed professionally, effectively and profitably-Responsible for two office locations and over thirty employees in five states. Determined necessary staffing levels. Oversaw hiring and training

Greater Chicago Area

-Oversaw day-to-day operations which included event forecasting, scheduling, budgeting, employee development, hiring and training-Account manager. Responsible for building relationships with all levels of clients, including MLB partners, in order to ensure customer relationship was healthy and profitable

Greater Chicago Area

Responsible for local and regional event coverage for the Midwest Region. Handled all aspects of event coverage, including venue booking, order fulfillment and customer service. Helped build StubHub's Field Operations department from the ground up.