Keith Durden Email & Phone Number

Greater Atlanta Area

• Created month over month KPI trend charts (Including National Retailers Wal-Mart, Game Stop, Target, Best Buy).• Developed KPI Dashboards via Microsoft Power BI using customer service interactions data• Developed and monitor Vendor Scorecards from CRM interaction data based on Service Level Agreements (SLAs).• Manage and drive Third Party Bi-weekly Vendor meetings.• Provide support and analysis for Sales (Campaign success data) team strategic goals.• Completed ad hoc marketing reports to determine effectiveness of marketing campaigns.• Creating and delivering presentations to internal and external clients on statistical analyses and interpretation of results.• Analyzes telephone and live chat data to make recommendations for process and training improvements as well as systems enhancements.• Investigates and resolves data issues across platforms and applications, including discrepancies of definition format and function.• Employ data mining techniques to achieve data synchronization, redundancy elimination, source identification, data reconciliation and problem root cause analysis.• Collects financial and other data from numerous sources in various systems to generate high-level reports.• User Acceptance Testing (UAT) on varies types of software for development and deployment.• Automated the first Agent interactions, Vendor credits & Vendor Manager Reports using Power BI Visualization.• Facilitated joint calibration sessions with Vendors and Vendor Managers to assess Agent trending performance and training opportunities.• Works directly with client user community and business analysts to define and document data requirements for data integration and business intelligence applications.• Determine documents data mapping rules for movement of medium to high complexity data between applications.• Supports data selections, data extraction and cleansings for corporate applications, including data warehouse and data marts.

Greater Atlanta Area

• Performed Vendor call studies which aided in the identification of process improvement opportunities to reduce cost increase customer satisfaction.• Studies led to the elimination of the excessive use of ACW (After Call Work) from the Broadband Customer Care Technicians - Projected Yearly Savings ~$2.3M.• Develops influence across the organization, bringing teams together to achieve agent success.• Manage and drive Third Party Vendor meetings.• Improved attendance in the West region by developing a process for the National Call-Out Line Achieved savings of ~$1.4M this was 49% improvement over previous year.• Produce Executive level reports & Vendor Scorecards from customer service data for AT&T Metrics that Matter results based on Service Level Agreements (SLAs)• Collects financial and other data from numerous sources in various systems to generate reports.• Met and exceeded all assigned sales, retention, productivity and customer satisfaction objectives.• Collects required customer service data and analyzes call performance and compliance data.• Consults with Vendor management on new customer service process implementations, process compliance and improvement.• Performed root cause analyst when Vendors failed to meet Key Performance Indicators targets.

Greater Atlanta Area

• Analyze and review the daily deep dives from third party vendors & AT&T call centers.• Monitor live and recorded customer service calls of third-party call centers and AT&T call centers.• Produce Executive level reports using data from live and recorded customer service calls.• Identify agent areas of improvement and develop initiatives to improve performance.• Responsible for performing research and data analysis and presenting findings to management.• Responsible for identification, analysis, development, and documentation of process improvements.• Drive partner A&R (Awards & Recognition) programs at call center desk level.• Manage and drive Third Party Vendor meetings.• Consults with Vendor management on new process implementations, process compliance and improvement.• Collects and develop reports for Corporate Compliance Initiatives.• Made International and Domestic site visits to calibrate with quality team to identify agent, process, training, systems and customer issues.• Facilitated joint calibration sessions with vendors and vendor managers to assess agent performance and training opportunities.

Associate'S Degree, Business Administration And Management, General, 3.7

Activities and Societies: Monthly assembly program participant. Basketball Team

Education record