Keegan Graham Mba Email & Phone Number

Remote

-Developed narratives for the sales organization to arm reps with e-commerce results for proposals, account saves, and general account reviews-Created standardized processes to allow for work to scale as the team and workload grew-Researched anomalies in results at both customer and organization level across all verticals-Utilized Python to run automated reoccurring reports-Utilized R to create automated reports-Found correlations between external factors, such as gas prices and interest rates, and internal metrics such as page viewsSkills: Business Analytics · Microsoft Power BI · Enterprise Data · Data Analytics · Data Visualization · E-Commerce · SQL · Google Sheets · Customer Service · Microsoft Excel · Microsoft Office · Data Analysis · Market Analysis · Python

Wilmington, North Carolina Area

Manages workflow for multiple call center work groups within Verizon Home and Mobile Financial Services. Responsible for real-time management of call center agents across fifteen internal and external vender centers. Responsible for meeting occupancy targets through balance of multiple inbound/outbound/offline strategies. Partners with Leadership, Strategy, internal agents, and strategic partners to optimize the customer experience. Proactively identifies potential impacts to call volume and partners with Operations to mitigate associated risks. Responsible for call center reporting/analysis including dashboards, periodic reports, and executive reports. Organizes, prioritizes, and completes business-critical deliverables with urgency.Serves as point of contact during crises such as system outages and inclement weather.Builds and maintains reporting tools in Excel and Google Sheets using formulas and macros. Authored and manages process documentation.

Interacted with customers via social media platforms. Provided guidance to customers on various billing and account concerns. Provided technical support for phone, TV, and internet issues.Created schedules for a small 24/7 team to ensure adequate coverage during peak hours.Frequently served as Shift Leader assigning work and assisting agents in completing it.Facilitated new customer acquisition. Protected the brand through positive public interaction on social media platforms.

Tech Support: Provided scope-less technical support for business and residential customers on the Fios network for fiber optic Internet, television, and telephone services. After 1 year was selected to be part of establishing an offline team working issues with email accounts and various issues deemed too complicated or too time consuming to manage in the course of a telephone call. Service Fulfilment: After approximately 6 months was promoted to the Order Control Group to track troubleshoot and resolve order issues manually, through interdepartmental interaction, and using thorough knowledge of the function and interaction of various legacy, database, ordering, and provisioning systems, while continuing to provide technical support to our customers. Performed temporary supervisory roles throughout employment providing coaching, handling supervisor escalations, queue management, and managing various special projects. Escalations: In 2014 moved to the Customer Experience Team handling supervisor escalations, chronic/difficult technical support issues, executive escalations, and FCC complaints.

Contact clients to obtain rates information and enter into database for company use.

Master Of Business Administration - Mba, Business Administration, It Management, 3.0

Bachelor Of Science, Business - Information Technology Management, Business Administration, Management And Operations

Business Administration In Information Technology Management

Computer Engineering

Associate Of Science (As), Engineering

Mining And Mineral Engineering