Marcel Firmont Email & Phone Number

Salt Lake City, Ut, Us

Salt Lake City, Ut, Us

Salt Lake City, Utah, United States

Leveraged advanced knowledge of statistics and machine learning techniques to analyze large and complex datasets, cultivating a comprehensive understanding of business operations and customer pain points.Investigated AI opportunities to enhance the usage of CallMiner, enabling the business to improve the customer experience, reduce manual work, and automate routine tasks for greater operational efficiency.Identified essential terminology to develop effective industry standardized speech category syntax to gain vital insights into teammate behaviors affecting company reputation and quality standards.Responsible for supporting the company’s continuous improvement initiatives through speech analytics and other data sources. Define, develop, and refine speech queries in CallMiner.Extract and analyze data from speech analytics and other data sources.Identify operational opportunities to improve the customer experience and reduce cost. Develop compelling presentations using PowerPoint to illustrate complex and highly customized analytical findings.Perform data validation and cleansing before sharing insights with executive stakeholders

Draper, Utah, United States

Conducted comprehensive root cause analyses utilizing various structured and unstructured data sets, collaborating with Operations and QA managers to implement improvement initiatives and drive impactful changes in business operations.Developed comprehensive dashboards and reports tailored to various metrics using MicroStrategy, Qualtrics, Excel (including the usage of calculated fields and pivot tables), PowerPoint and Power BI, ensuring accurate representation of key performance indicators.Analyzed, reported, and presented findings and behavioral trends to key stakeholders, facilitating informed decision-making.Researched, designed, and developed sophisticated data models to extract actionable insights tailored for executive stakeholders.Provided recommendations and defined data strategies to solve critical business problems and support operational strategies.Fined tuned strong verbal and written communication skills to effectively present actionable findings to various stakeholders.Exhibited exceptional active listening skills to comprehend and address team requirements.Leveraged industry-grade BI tools, such as Tableau and Power BI, alongside a comprehensive proficiency in SQL, Excel, PowerPoint, Visio, and relational databases for data-driven insights to action initiatives, resulting in significant cost savings for eBay in the millions of dollars.Lead Quality Calibrations for German and English speaking markets assuring alignment in teammate evaluations.

Draper, Utah, United States

Collaborated with cross-functional teams to analyze customer engagement data, make actionable business recommendations, and drive product innovation for initiatives such as eBay Help Page optimzation and Resolution Center effectiveness to significantly reduce customer contact rates.Manipulated and analyzed complex, high-volume, and high-dimensionality data utilizing relational databases to extract valuable business insights related customer behaviors, specifically focusing on factors contributing to customer churn, complaints, and escalations.Created and managed bilingual speech recognition categories, dashboards, and queries, utilizing NICE Interaction Analytics.Led initiatives to acquire new data sources and played a crucial role in refining existing ones, ensuring data accuracy, accessibility, and relevance. This contributed to enhanced operational frameworks for informed decision-making, particularly in optimizing cost reduction and customer experience initiatives.Collaborated with cross-functional teams to analyze data, make business recommendations, and drive product innovation.Provided impactful business improvement recommendations through meticulous consideration of both business value and data analysis outcomes.Consistently used Microsoft Excel, PowerPoint, Word, and Visio to conceptualize analytical aspects through compelling stories.Organized career development meetings on subjects such as time management and business communication as a member of the VOC Engagement Team.

Draper, Utah, United States

Deliver excellent customer service, managing queries, appeals, and escalations to ensure resolution and satisfaction.Act as a crucial link between overflow partners and eBay Inc., providing escalation support, guidance, and coaching.Demonstrate empathy while adhering to eBay policies, delivering quick and helpful responses to stakeholders.Track queries and offer feedback to key stakeholders, showcasing independence, flexibility, and strong communication and analytical skills.

Draper, Utah, United States

To assist eBay’s executives in highly escalated and sensitive Government as well as Public relations, the Office of the President (OOTP) offers an exceptional and talented team that provides discreet support to handle delicate matters in the utmost professional manner. Excellent verbal and written communication along with effective time management are essential requirements when supporting eBay as OOTP Specialist.

Honors Bachelor'S Of Science (B.Sc.), Economics, Gpa 3.93

Activities and Societies: Golden Key International Honour SocietyBachelor's of Science in Economics

Accounting, Gpa 4.0

Studied one semester at WSU before returning to the University of Utah

Associate Of Science (As), General Studies

Activities and Societies: Phi Theta KappaSuccessfully completed an Associate's Degree program in General Studies with a GPA of 4.0

Foreign Language Correspondent, English; Spanish; Economics, Average Grade Of 2+ (B+)

German College for Business Languages (Offering professional multilingual business degrees that are in accordance with the standards.

High School Diploma, General Studies