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.
• 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.
• 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.