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.

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.

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.

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%.

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.

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.