Ian Elder Email & Phone Number

Olathe, Ks; Shelton, Ct

• Analyzing and reporting on ultrasonic and induction based data. As a visual data analyst, I interpret data collected from railroad testing to determine locations of potential defects. • Communicating daily with: personnel who conduct testing, management within the company and Sperry's customers to ensure testing is of highest quality and our customers are aware of test's results regarding safety and rail health. • Assisting management in ensuring that standards are clearly defined and practiced. Answering questions and providing guidance to junior analysts on best practices in interpreting and reporting data results.• Sole analyst chosen to accompany the Non-Stop Department's senior analyst in working with New York City Transit Authority in 2018. Test interpretation was conducted at the NYCTA office in Brooklyn, New York.

Lenexa, Ks

• Worked with two other Major Appliance Specialists to reduce escalated calls and compensation by documenting and assessing customer service escalations to find trends and root causes.• Compiled and assessed hundred's of escalated calls within the seven month duration of the project.• My primary role was designing spreadsheets to capture and organize data and reports to clearly and concisely show trends and root causes.

Lenexa, Ks

• Responsible for tracking performance metrics, attendance and adherence to company policies of over 30 customer service agents at a given time.• Conducting regular one-on-one coaching sessions to assist agents in developing and achieving self-made goals that aligned with the values of the company. A heavy focus was placed on agents initiating their own goals and coaches supporting the agents in pursuing these goals.• Handling escalated customer service situations through email and phone calls.

Lenexa, Ks

• On-boarding and training new associates in use of all systems used to perform job as a customer service agent. • Conducting training sessions for associates regarding updates in systems and use of new systems. Creating job aids used in training.

Lenexa, Ks

• Providing professional customer service through real-time, instant message communication.

Lenexa, Ks

• Providing professional customer service through telephone communication.