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.

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)

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.

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

Activities and Societies: Monthly assembly program participant. Basketball Team

Education record