Frank Fox Email & Phone Number

Scottsdale, Arizona, United States

* Providing various revenue goal recommendations, as well as weekly phasing* Loading goals/phasing into automated reporting builds, using Tableau desktop* Sharing lead, consult, and show target recommendations, for the business* Sending appointment data sets, with patient contact info, for secondary marketing email blasts* Interface with other business units to determine effective reporting solutions and deploy reporting as needed* Provide operations reporting and insights… Show more * Providing various revenue goal recommendations, as well as weekly phasing* Loading goals/phasing into automated reporting builds, using Tableau desktop* Sharing lead, consult, and show target recommendations, for the business* Sending appointment data sets, with patient contact info, for secondary marketing email blasts* Interface with other business units to determine effective reporting solutions and deploy reporting as needed* Provide operations reporting and insights to executive teamAlso working closely with other business analysts to provide data for dashboard publishing to the business Show less

Scottsdale, Arizona

* Stood up operational reporting for the organization (revenue reporting, sales reporting, labor reporting, marketing, etc.)* Built out data architecture in Excel for all operations silos* Managed ad-hoc reporting requests* Assisted with system change integration (CRM Software change)* Managed reporting changes between systems* Built out operational reports in Tableau desktop and push to the server, under new data architecture. Utilize LODs, parameters, custom calculations… Show more * Stood up operational reporting for the organization (revenue reporting, sales reporting, labor reporting, marketing, etc.)* Built out data architecture in Excel for all operations silos* Managed ad-hoc reporting requests* Assisted with system change integration (CRM Software change)* Managed reporting changes between systems* Built out operational reports in Tableau desktop and push to the server, under new data architecture. Utilize LODs, parameters, custom calculations, and dashboard design as needed* Managed tableau reporting access* Consulted with operations clients to determine reporting needs, from center managers to C-level* Designed reports for process improvement in the organization (Ex: built an 'open appts' report for management so various centers can get those items closed, for auditing purposes). Show less

Phoenix, Arizona Area

Responsibilities:• Worked with customers to identify and document project requirements, perform project scoping, and provide updates on data deliveries.• Reviewed and process customer feedback to update datasets and project analyses.• Completed quantitative & qualitative analysis of call center operations and procedural operations, employing CC Sigma Yellow Belt skills.* Analyzed top call volume issues, with recommendations resulting in changing 3rd party systems, resulting in… Show more Responsibilities:• Worked with customers to identify and document project requirements, perform project scoping, and provide updates on data deliveries.• Reviewed and process customer feedback to update datasets and project analyses.• Completed quantitative & qualitative analysis of call center operations and procedural operations, employing CC Sigma Yellow Belt skills.* Analyzed top call volume issues, with recommendations resulting in changing 3rd party systems, resulting in an annual cost savings of ~$750K* Analyzed QA agent scoring behaviors; identified a spread of ~3 Std. Deviations in scoring tendencies between agents, and recommended QA alignment project to resolve inconsistencies, resulting in an industry-standard 1-2 Std. Deviation scoring range consistently• Identified, recommend and drive process improvement items through implementation for people/process/technology focuses.* 85% implementation rate on recommendations (52 out of 61)• Used Excel to analyze and quantify data points, create charts, use pivot tables, etc. * Vlookup/ Index(match)) * Countif(s)/Sumif(s)/Averageif(s) * Dynamic Calculations * Various dynamic functions for converting data points * Setup custom names and data validation to create dynamic charts * Create Histograms to communicate various distributions * Calculate sigma distribution and standard deviation * Calculate and determine appropriate Measures of Central Tendencies• Created PowerPoint deck for simplified data overviews. Show less

Phoenix, Arizona Area

Responsibilities:• Evaluated 80+ inbound support calls per week, with an average handle time of ~12:00, for three support queues, using the NICE Perform platform• Evaluated quality data to determine trends for reporting and coaching package creation.• Contacted customers for follow up on negative impact calls to ensure a proper resolution is provided.• Selected for my strength in data analysis to be the only team member to provide quantitative deep dive analysis on agent… Show more Responsibilities:• Evaluated 80+ inbound support calls per week, with an average handle time of ~12:00, for three support queues, using the NICE Perform platform• Evaluated quality data to determine trends for reporting and coaching package creation.• Contacted customers for follow up on negative impact calls to ensure a proper resolution is provided.• Selected for my strength in data analysis to be the only team member to provide quantitative deep dive analysis on agent behaviors outside of standard QA SOP. Achievements: • Chosen as the sole agent, out of 16, to lead a special group of floor analysts for monthly QA calibration sessions.• Elected as the only agent to engage with Veterans’ Affairs division directly, out of 16, to identify customer needs and implement quality expectations and departmental monitoring.• Selected as one of two, out of 16 agents, to perform QA analysis on an international call center outsourcing pilot program, which included training and usage of Verint Impact 360 Show less

Phoenix, Arizona Area

Responsibilities:• Troubleshot inbound technical support calls, providing detailed documentation of steps and recommendations.• Coached a team of 16 agents, exclusively, on quality assurance policies, as well as process methods.• Trained 200+ agents, after being selected as the only agent to train on Salesforce Service Cloud software prior to integration.* Created extensive technical documentation around system usage, for technical trainingAchievements: • Attained… Show more Responsibilities:• Troubleshot inbound technical support calls, providing detailed documentation of steps and recommendations.• Coached a team of 16 agents, exclusively, on quality assurance policies, as well as process methods.• Trained 200+ agents, after being selected as the only agent to train on Salesforce Service Cloud software prior to integration.* Created extensive technical documentation around system usage, for technical trainingAchievements: • Attained “Exceeds Expectations” ratings consistently, resulting in being 1 of 5 agents selected for a work-at-home pilot, out of 200+ total agents.• Attained “Top Quality Performer” ratings in quality assurance month-over-month, which was top 3 out of 200+ agents. Show less

Phoenix, Arizona Area

Responsibilities:• Managed design, order, production, and shipping schedules for up to 15 projects at a time, with many projects exceeding $50k in value• Provided quality assurance of products in the post-manufacturing state, to ensure no defects prior to shipping• Worked with customers to define product requirements• Visited install sure sites in the field to address customer quality reporting issues• Performed CAD support functions including create, check, approve, and… Show more Responsibilities:• Managed design, order, production, and shipping schedules for up to 15 projects at a time, with many projects exceeding $50k in value• Provided quality assurance of products in the post-manufacturing state, to ensure no defects prior to shipping• Worked with customers to define product requirements• Visited install sure sites in the field to address customer quality reporting issues• Performed CAD support functions including create, check, approve, and submit mfg. drawings for productionAchievements: • Awarded “Employee of the Quarter” out of 100+ employees. Show less

Buckeye, Az

Responsibilities:• Performed project management at both individual and departmental levels, focused on maintaining efficient workflow through selective project assignment.• Performed technical analysis of Structural Engineering drawings and translate to new CAD-based plans for joist production.• Reviewed structural plan data and joist plan drawings to assemble engineering Bill Of Materials (BOM)• Worked closely with project owners to have final placement drawings approved as per… Show more Responsibilities:• Performed project management at both individual and departmental levels, focused on maintaining efficient workflow through selective project assignment.• Performed technical analysis of Structural Engineering drawings and translate to new CAD-based plans for joist production.• Reviewed structural plan data and joist plan drawings to assemble engineering Bill Of Materials (BOM)• Worked closely with project owners to have final placement drawings approved as per job site conditions, prior to product manufacturing.• Lead a team of 4 internal draftsmen and 5 domestic and internationally outsourced drafting organizations, covering 31 total outsourced draftsmen.Achievements:• Headed up drafting and BOM creation for a $2M+ girder and joist project for Target Distribution Center in Ontario, CA Show less

Scottsdale, Az

* Evaluated Architect's line sketches (plans and elevations) for projects and transfer to CAD.* Created plot plans for all aspects of each project.* Project design.* Created complete construction documents for municipal submission/approval.* Made plan revisions based on field conditions, as requested by contractors or engineers.* Delivered project plans to clients/municipalities as needed.

Bachelors Of Science Information Technology, Web Design, 3.91

Focus on the following programming language sets: * HTML * JavaScript * C * Java * SQL

Intro To Programming

Career Advancement Coursework, Quantitative Methods In Business, A

Continuing Education for Business Analysis Processes * Focus on Excel for Business Analysis

Career Advancement Coursework, Java Programming, A

Continuing education for software engineering to supplement my BSIT. Learned to create and implement Java applications utilizing.

Associate'S Degree, Cad/Cadd Drafting And/Or Design Technology/Technician, 3.2

Learned to create AutoCAD drawings for the following fields, while also learning industry standards in each field: * Architectural.

Certificate Of Professional Photography, Certificate Of Professional Photography

* Basic photographic principles, including: - Rule of thirds - Selective focus - Depth of field * Multiple disciplines.