Robert Crom Email & Phone Number

Carmel, Indiana

• Customer Support Analyst
• Provide technical support for clients.
• Help assist in troubleshooting SQL queries and reporting.
• Assist with importing and exporting data from a databaseBusiness Data Analyst
• Created reports using Crystal, SSRS, SQL, and other means for internal clients.o Reports came from Cisco, Boldchat, Clarify, and Salesforce databases
• Maintain and improve internal databases for reporting purposes.

Huntsville, Alabama Area

• CIC Planning-Analyst
• Manage the EWFM system.o Update and create schedules for 500 agents.o Adjust call volume forecasting to appropriate levels.
• Manage invoicing for the call center.
• Analyze daily data to make sure staffing needs have been reported to supervisors and managers along with Analyzing call center data to improve service level and quality.
• Manage and update current Access databases.
• Responsible for making sure VBA scripts in excel spreadsheets and Access databases are running correctly.

Franklin, TN

• Call Center Analyst
• Duties included creating and providing Metric reports to the Customer Support Team, and providing and analyzing data for other departments within Spheris to assist with managing the customers and running internal.
• Assisted in the scheduling of the Customer Support reps by using call data.
• In 2008, able to reduce Spheris’s trouble ticket count by 74% by setting up constant reporting measures and sending them to the direct supervisors.
• Able to automate 95% of all manual reports.
• Provide reporting to the corporate level executives, Directors and VPs. Compile and present reporting to the VP and Director of Customer Support Department.