Paul Sasse Email & Phone Number

Greeley, Co

I am responsible for reporting performance metrics for all CSRs, Supervisors and Managers working at my facility. This requires advanced MS Excel and MS Access skills as well as familiarity with several industry leading call center software suites.

I supervised 20-30 CSRs and oversaw their performance and attendance and all other aspects of their employment with Asurion. I was responsible for handling customer escelations and developing my reports to be able to provide world class survice to our customers.

As an ISC I was responsible for tracking attendance and performance in an administrative role for 3-5 supervisors.

Provided high quality performance reporting used by the Evans leadership team to coach employees and make critical business decisionsConceived, developed and implemented an interactive dynamic web reporting tool. Web reporting allowed for flexible reporting tailored to the specific user utilizing the reportRecognized reporting needs and assigned projects to myself as required to better support the needs of the Evans leadership teamDeveloped automation solutions to make earlier report delivery possible and delivery of key reports 7 days a week.Mentored my peers to help them develop automation solutions in their projects and further their reporting skillsProvided cross functional support on a number of projects outside the scope of my job title and positionSupervised a team of Information Support Coordinators to provide administrative support and reporting services for supervisors and managersRecommended, implemented and oversaw new and existing processes and procedures

Quickly established myself as a leader in the produce area.Recommended and implemented several procedural changes to increase work efficiency and organizationTrusted to place supply orders and complete inventory after only a month of experience in the department

Designed and implemented an automated coding system to capture all time missed from work and all unscheduled offline time by employees. The system improved the accuracy and efficiency of capturing and coding attendance and offline time of employeesOrdered, organized, and delivered all username and passwords to critical applications from our business partners to employees. Requested password resets and username deactivations as neededWorked with the leadership team and employees to ensure sufficient staffing to meet incoming call volume enabling us to maximize staffing efficiency while still providing excellent service to our clients customers

As a workforce analyst I was reponsible for analysing intraday service levels and staffing needs. I would determine when VTO/OT was needed and facilitate communicate to ensure we had the right people working at the right times. I was also the central point of contact for any system failures or emergency situations that may impact our ability to service the customer.

As a supervisor I had 20 to 30 CSRs report to me. I was responsible for all aspects of their employment from pay role approval to performance coaching and attendance policy enforcement.

M.S, Music Performance

A.A, General Studies