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.• Moved all reporting off of multiple Access databases and onto SQL server• Recovered over $400K in lost revenue in 2016• Assisted in improving the data in regards to who has phone support and who does not.• Automated several manual process by creating SQL job

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.• Update tables and reporting structures using SQL statements.• Assist with managing the IVR for the call center.

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 client reports for the Customer Support Management Team.• 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.• In 2009 responsibility started to include Remedy BMC Admin and development and working with the Business Information Team.• Decreased overall call volume and increased customer satisfaction by analyzing data that allowed the company to be proactive instead of reactive to situations.• Created an Asset Retrieval Access Database to assist the hardware retrieval department in keeping track on what items are still in possession of employees and what has been returned.• Starting in late 2009 given the responsibility to QA the 3 call center departments and the Ops support department. • Used SQL, Sybase and ODBC Data Connections to pull data and to create reports.Team Lead• Train and supervise 10-15 reps.• Ensure all the reps understood the 5 systems in use at Spheris.• QA calls to ensure the reps were performing to the company's specifications.• Perform 2nd tier troubleshooting if the call center reps could not address the caller’s problem.• February 2007 when the call center moved to Franklin, TN, trained a new crew and was subsequently promoted to call center analyst.Customer Service Rep • Address customer issues via phone and email channels.• Answer average of 150 – 200 calls per day, with an average of 15 – 30 troubleshooting tickets.