Kevin Ware Email & Phone Number

Cincinnati

• Responsible for routine departmental support functions including shipping, archiving, filing, faxing, scheduling meetings, and providing minutes• Maintaining departmental databases as appropriate

Cincinnati

Effectively managed 90-100 radio station music callout projects (40-50 weekly surveys) and liaised with multiple vendors.Maintained a quarterly project schedule and reviewed vendor performance.Provided analysis of in-house and vendor performance to executive staff daily.Edited, produced, and converted songs to “hooks” in various web and mobile-friendly audio formatsIdentified processes that could be automated which decreased survey construction time by 65%.Coordinated with programming staff to create a portal for vendors to see survey progress and performance, resulting in quicker, more effective communication.Worked with programming department to create vendor performance comparison and cost reports, which provided information to use for cost re-negotiation and identify decreases in vendor performance.Identified which quota targets were historically difficult to obtain in projects and implemented fielding strategies for surveys and vendors to ensure a balanced sample at the lowest cost.Coordinated with Operations Manager to analyze and assess the viability of current and proposed qualification changes.Initiated development of a system to identify and alert of any hook duplicates which prevented hooklist submission unless manually overridden.

Cincinnati Area

Maintained and programmed CfMC Computer Assisted Telephone Interviewing system. Communicated nightly with call center supervisory staff regarding project performance and needs.• Designed a system to identify and archive surveys that were untouched for 30 days, freeing up disk storage space• Developed a rolling quarterly retired survey archive, reducing the need to re-install from back-up tape.• Designed and programmed a Break Time Tracking subroutine for call center agents, which drastically reduced break overages.• Worked with Director of IT and staff to create a trouble ticket claim system for the call center supervisory team to identify “down” terminals, reducing turn-around time ty less than a day.• Programmed an interface to allow call center supervisors to quickly hide/reveal phone sample records based on demographic, geographic, and/or listening criteria, allowing the focus to be on the needed quotas.

Cincinnati, Ohio Area

Database Analyst 2001-2006Maintained in-house phone sample for over 100 radio stations nationally.• Programmed individual survey parameter (quota) files for 40-50 surveys per week• Ran queries upon project completion to determine counts of participant demographic and listening information• Attended weekly Call Center Management meetings to learn of and help resolve any administrative issues• Contributed to ongoing Call Center Management training.

Cincinnati, Ohio Area

Coached and mentored 6 supervisors and 100+ call center agentsProvided reports on various aspects of call-center performance to other members of the management teamCo-created a Team Leader position and program to meet the needs and demands of a growing staffScheduled survey projects daily to insure completion by deadlineParticipated in creation, training, and supervision of a Dallas, TX satellite call centerWorked with HR Department to forecast staffing needsAdministered annual performance reviews to Supervisory staff