Michael Garner Email & Phone Number

As a dedicated professional specializing in call center operations and workforce management, I thrive on optimizing processes and ensuring data integrity. My experience includes planning, implementing, and testing new software solutions while troubleshooting and maintaining existing tools such as Power BI dashboards, SQL queries, and Alteryx processes. I excel in compiling and analyzing data to produce comprehensive reports that allow for data-driven decisions. I manage an internal ticketing system for data requests. My collaboration with third parties ensures accuracy in metrics and KPIs, and I coordinate with call center management to balance call queues and staffing needs. Additionally, I leverage my expertise to create and maintain scheduling systems that enhance operational efficiency. Committed to continuous improvement, I actively seek opportunities to automate manual processes and drive compliance with data retention policies.Key Skills:• Data mining, manipulation, and analysis• Data transformation and visualization• Automation• Project Management• Critical thinking• Problem solving• Teamwork• Attention to detail• Communication• TroubleshootingTechnical Skills:• Microsoft Office: Access, Word, Excel, PowerPoint, Teams, Outlook, Visio• Power BI, Power Query, Power Automate, Tableau• SQL, PSQL, MySQL• Alteryx• NICE CXOne• Workforce Management Software (WFM), IEX, Genesys Pure Connect• Erlang model• Ticketing System• Kanban board• DAX

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  Western Governors University

  Data Analysis