Jake Gussler Email & Phone Number

Elizabethton, Tn, Us

Johnson City, Tennessee, United States

▪ Led the transition from Excel-based reporting to a more sophisticated Jedox-based system, managing the entire project lifecycle including stakeholder engagement, requirement gathering, and solution implementation.▪ Rapidly adapted to new BI development responsibilities, leveraging personal programming experience and acquiring new skills in Jedox within a short timeframe.▪ Independently managed project timelines and deliverables, collaborating closely with a program director for strategic guidance and quality assurance.▪ Proficient in executing ETL processes using Jedox’s no-code transformations and Groovy, demonstrating strong abilities in data integration and pipeline orchestration.▪ Designed and built multidimensional data models in Jedox, incorporating complex business rules for calculated measures and variance tracking▪ Developed robust reporting systems to cater to specific government pricing requirements, ensuring accuracy and compliance.▪ Managed government pricing analysis for multiple clients, producing accurate monthly and quarterly reports. Excelled in handling complex data such as Average Manufacturer's Price, Best Price, and Unit Rebate Amounts, ensuring compliance and accuracy in Medicaid and VA/Federal Supply schedules.▪ Demonstrated expertise in data transformation, utilizing Excel for creating efficient data tables with calculated columns. ▪ Expanded and refined complex Excel-based pricing models to analyze the impact of various price increases on rebate amounts and sales volume projections.

Bristol, Virginia, United States

• Consistently Exceeded sales budget• Assisted in managing district outlet hub with 500+ items• Took store from under 40 to 240+ google reviews while improving rating from 4.4 to 4.9• #1 in the southeast and #49 in the US in written sales at 222% of my budget for period 7 (April) of 2022• Adjusted floor plan to optimize customer experience when new items arrived• Maintained log of all customer issues and worked with multiple other departments to solve issues• Helped find issues and provide feedback on new point of sale system to make improvements during alpha testing phase, along with transferring and monitoring over 100 orders from previous to new system• Monitored store supplies and made orders as necessary• Trained new employees in sales and operations

Gray, Tennessee, United States

• Assisted 100+ customers daily with all issues and requests related to their account• Consistently maintained above average handle time• Achieved near perfect quality scores and customer satisfaction rates• Submitted fraud claims for customers• 1st tier for technical support issues for online system• Maintained detailed, accurate notes without post call wrap-up time• Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.

Johnson City, Tennessee, United States

• Assigned to lead the night shift “Firewall” team (late-stage collections) consisting of 40+ agents and 2 supervisors• Helped create visualizations of data and analyze performance• Increased firewall team conversion rate from 14% average to steadily maintain above 20% by monitoring individual and team performance and establishing SMART goals• Directed night shift cash incentive program, consisting of determining the best way to use cash rewards to motivate employees, how much cash to use per day, and tracking impact on performance• Entrusted as 1 of 4 supervisors to complete all hiring for project, resulting in a considerable increase in employee retention during a period of hyper-growth from 120 FTE to 220 FTE over 6 months• Responsible for producing daily performance report for entire project, including analyzing data to find areas of praise and areas of improvement for night shift• Reviewed company quality defects to find patterns for areas of improvement, led up-training for night shift, and tracked documentation log to ensure supervisors were discussing defects with agents• Coordinated team schedules, overtime, and time off to hit production needs

Johnson City, Tn

• Conferred with customers by telephone or in-person to determine reasons for overdue payments and find repayment options• Assisted customers with fraud claims, disputes and determining eligibility for settlements and customer assistance plans• Updated customer data regarding reason for delinquency and plans for repayment while taking detailed notes about everything discussed• Received payments and post amounts paid to customer accounts• Promoted to supervisor due to high performance, consistency, and extensive knowledge of platforms gained by reading all job documentation in between calls