Erik K. Email & Phone Number

Oklahoma City, Oklahoma, United States

• Monitored Short Term Disability, Leave of Absence, FMLA, and ADA claims for completion and to ensure employees returned to work as scheduled.• Reached out to No Call No Show employees to confirm return plans and assisted with leave protection as needed.• Collaborated with call center leadership to ensure accuracy in attendance records, address related issues, and initiated HR reviews for termination due to attendance violations.• Led monthly performance presentations with leadership, delivering insights on team progress, growth areas, and performance opportunities to drive high standards. • Assisted managers in troubleshooting and resolving employee timecard discrepancies and errors, ensuring accurate payroll processing and compliance with company policies.Key Achievements:• Enhanced call center metrics by providing targeted feedback and data-driven insights during regular communications and monthly presentations, resulting in: ▪ 4.93% improvement in availability (Mar-Oct 2023) and 3.5% improvement (Jan-May 2024) ▪ 91% reduction in No Call No Show events within 9 months ▪ 36% decrease in missing timecard supervisor reviews within 1 month ▪ 87% drop in missing meal entries on timecards within 1 week ▪ 21% improvement in discipline delivery within 9 months ▪ 58% reduction in employees with over 6 attendance points within 8 months• Accelerated case processing, reducing average time to complete termination cases by 39% within 8 months.• Improved leave case coding, reducing cases pending over 30 days by 93% within 8 months.• Achieved high accuracy and response standards, with 99.9% record accuracy and 100% response rate within 48 hours.

Oklahoma City, Oklahoma, United States

• Adjusted timecards based on management requests to ensure accuracy.• Conducted daily audits for missing timestamps to maintain precise attendance records.• Processed report data to verify accurate pay for employees, addressing pay-impacting schedule changes.Key Achievements:• Developed Excel macro to audit holiday pay, reducing task completion time by 98%.• Enhanced Workload Distribution Report by incorporating Excel macros, accelerating workload reassignment by 90% when employees call out or cancel vacation time.• Contributed to Missing Timestamp automation testing, enabling automation of 30% of manager-submitted timestamp requests.• Revamped Payroll Manual for improved user experience, readability, and accuracy.

Oklahoma

• Assisted customers with purchasing iPhones, iPads, Apple Watches, Mac computers, and accessories, providing product recommendations and guidance.• Managed customer check-ins for walk-in and scheduled appointments, ensuring smooth transitions to Genius technicians for technical support.Key Achievements:• Delivered personalized customer service, recommending products tailored to individual needs and achieving a personal NPS score of 100%.

Oklahoma City, Oklahoma Area

• Generated and posted weekly schedules with 100% on-time accuracy, ensuring employees received timely notice of schedule changes to meet union guidelines.• Coordinated employee training sessions in alignment with company requirements and deadlines.• Scheduled weekly management meetings, balancing customer and company needs.• Audited data across multiple systems and Workforce emails, ensuring quality, accuracy, and consistency in records.• Maintained regular communication with call center leadership, supporting collaborative decisions on scheduling and training, and on call volume issues, promptly relaying critical information to the global operations centers.• Managed employee data across multiple systems to ensure up-to-date and accurate records.• Collaborated with Workforce departments and Payroll to identify and resolve data discrepancies.• Provided scheduling support for employees, assisting with sick calls, schedule checks, and paid time off requests, while managing calls and emails from management for schedule updates and meetings.Key Achievements:• Developed and managed Excel reports, leveraging macros to streamline data entry and audits of data across multiple systems, boosting productivity by 90% and accuracy by 95% and reducing task completion times by 99%.• Administered multiple SharePoint sites to enhance team user experience and ensure consistent access to resources.

Associate Of Science - As, Diversified Studies, 4.0

Activities and Societies: Phi Theta KappaI graduated with an Associate of Science in Diversified Studies with Honors.

Associate Of Applied Science - Aas, Computer Science, 4.0

Activities and Societies: Phi Theta KappaI graduated with an Associate in Applied Science in Computer Science - Computer Programming.