Stephen Harkleroad Email & Phone Number

Warendale, Pa

Warrendale, Pa

Analyzed work flow data and productivity results in an effort to improve the time taken to process customer-driven inquiries by increasing worker productivity through internal systems. Developed more efficient levels of performance when challenged with increased work volume and lower head count. Achieved results in increased productivity by collecting historical data reporting to forecast trends in daily work volumes; created formulas and spreadsheets in Microsoft Excel to predict incoming work; converted these forecasts into communications to leadership that highlighted relevant information; developed forecasts to propose staffing and project recommendationsUtilized leadership and project management skills to facilitate ongoing projects involving large numbers of time-sensitive customer requests by assessing time frames for external business expectations, allocation of staffing, standardizing ingoing and outgoing information to both internal departments and customers, and acting as a liaison between account managers, order processors, and leadership. Developed policies that reduced large project time from an average of two to three days to an average of less than one dayWorked collaboratively with departments and teams to develop policies about improved worker processes, such as large project allocation, trials on new types of customer requests, and resource management. Helped create the requirements, process, and documents for customer satisfaction surveys. Encouraged teamwork amongst many different departments such as sales, IT, and HQ Operations.Used Microsoft Office (Word, Excel, PowerPoint, Outlook) as well as SharePoint to communicate with other employees and present data. Performed routine maintenance for internal systems, such as determining and reassigning work to the correct department, forming a working relationship with other nationwide centers to assist with workload, and troubleshooting system errors

Warrendale, Pa

Handled large corporate accounts nationwide by providing specific contract and account information, processing product orders, educating previously agreed terms and processes, and offering options available for service via phone and email. Developed a working relationship with many points of contact with several national corporationsFrom November 2007 to November 2009, worked as part of an auxiliary team providing assistance for large volume accounts. Also provided assistance with small and medium business support when necessary

Warrendale, Pa

Interacted with small and medium business owners concerning their cell phone accounts by providing pricing, product opportunities, and employee discounts; also educated other internal departments with company policies concerning methods and procedures for business accountsAssisted other representatives when supervisors not available, and processed overflow national account requests via email and phone

Cranberry Township, Pa

Answered customer inquiries concerning cellular phone service, such as billing inquiries, equipment contracts, and price plan information. Took control of customer problems while integrating core corporate ideals and key business interests into decision-making processesPromoted to Subject Matter Expert in October of 2002, mentoring new hires in transition by answering questions about customer service, reviewing quality scores, giving input during debriefing sessions, listening to live calls received by other representatives, and conducting one-on-one sessions.

Master'S Degree, Social Science (Political Science/Research Track)

Bachelor'S Degree, Economics/Political Science